Cafe Manager

The Cafe Manager ensures the seamless operation of the M&S Cafe, delivering the highest standards of service while proactively maximizing revenue and profitability. The role reports to the Store Manager in DFC and requires strong organizational, communication, problem-solving, and teamwork skills. The Cafe Manager must be well-versed in all café products and services, acting as a leader to a motivated and high-performing team.

Key Responsibilities

Cafe & Customer Management

• Seek and maximize revenue opportunities while minimizing costs.
• Consistently exceed customer expectations.
• Lead and motivate a high-performing team to deliver clear goals.
• Protect the health, safety, and well-being of customers and colleagues.
• Act as a change agent, continuously reviewing and improving service delivery.
• Work closely with the M&S Cafe team to ensure seamless operations.
• Foster a culture of actively seeking and implementing customer feedback.
• Respond promptly and efficiently to customer requests and feedback.
• Build relationships with the local community, including residents, retail, and office tenants.
• Plan and execute promotional activities, including staff incentives.
• Conduct regular shift handovers, briefings, and bi-weekly meetings with key personnel.
• Stay updated on menu changes, special requirements, and tasks for service readiness.

People Management

• Build positive relationships with all colleagues.
• Foster a culture of pride, ownership, and team flexibility.
• Quickly adapt to changing business requirements.
• Ensure all staff are briefed on responsibilities, supervised, and motivated.
• Lead daily morning meetings to outline day-to-day activities, menus, and events.

Health & Safety

• Understand and address health and safety legislation implications on the business.
• Ensure all staff work hygienically and productively.
• Identify and address workplace hazards, taking corrective actions.
• Respond promptly to food hygiene concerns to protect brand integrity.
• Maintain awareness of fire evacuation procedures and health & safety audits.

Operations

• Analyze and communicate financial performance to support timely decision-making.
• Conduct and review monthly stock-takes, addressing variances as needed.
• Adhere to internal control systems and maintain food and beverage margins.
• Optimize costs while maintaining high standards and customer satisfaction.
• Develop and execute training programs in coordination with the Training Manager.
• Manage employee performance, feedback, and appraisals.
• Handle disciplinary and grievance issues in collaboration with HR.
• Ensure accuracy in holiday and sickness administration.
• Conduct exit interviews for departing employees.