Job Description

Roles & Responsibilities

• Overview of the Role

  The Customer Service Associate – Café Kitchen is responsible for preparing and serving high-quality food while maintaining exceptional food safety, hygiene, and customer service standards within the M&S Café. The role supports the day-to-day kitchen operations by ensuring food is prepared to specification, orders are delivered efficiently, and the kitchen is maintained to the highest operational standards.

  Working as part of the M&S Café team, you will contribute to delivering an outstanding dining experience through excellent food quality, operational efficiency, and teamwork. Success in this role is measured through customer satisfaction, food quality, speed of service, food safety compliance, waste control, and adherence to company standards.

  What You Will Do

  Food Preparation & Kitchen Operations

  • Prepare and cook menu items according to M&S Café recipes, food specifications, and presentation standards.

  • Ensure food is prepared accurately, consistently, and within service time targets.

  • Assemble customer orders efficiently while maintaining quality standards.

  • Support daily kitchen operations, including opening, closing, and food preparation activities.

  • Ensure all food preparation equipment is operated safely and correctly.

  Food Safety & Hygiene

  • Maintain the highest standards of food safety, hygiene, and cleanliness in accordance with HACCP, Municipality, and M&S Food Safety policies.

  • Follow safe food handling, storage, labelling, and temperature control procedures.

  • Ensure food preparation areas, equipment, utensils, and kitchen workstations are cleaned and sanitized regularly.

  • Monitor food quality, freshness, and expiry dates, following FIFO (First In, First Out) principles.

  • Minimise food waste through effective portion control and stock rotation.

  Customer Service

  • Support front-of-house colleagues by ensuring customer orders are prepared accurately and delivered on time.

  • Maintain a positive, professional, and customer-focused attitude at all times.

  • Respond promptly to customer requests relating to food preparation where required.

  • Work collaboratively with the Café team to deliver an outstanding customer experience.

  Stock Management & Inventory

  • Assist in receiving and storing food deliveries according to company procedures.

  • Monitor stock levels and communicate shortages to the Café Manager.

  • Support daily stock rotation, inventory counts, and waste reduction initiatives.

  • Ensure all food products are stored correctly to maintain quality and food safety.

  Operational Excellence

  • Ensure the kitchen is clean, organized, and fully operational throughout trading hours.

  • Support preparation for peak trading periods by maintaining product availability.

  • Follow all Health & Safety policies and report any equipment faults or safety concerns immediately.

  • Participate in daily briefings, training sessions, and continuous improvement initiatives.

  • Perform additional duties assigned by the Café Manager to support business operations.

  
  

Desired Candidate Profile

• Required Skills to be Successful

  • Passion for food preparation and hospitality.

  • Excellent understanding of food safety and hygiene practices.

  • Strong attention to detail and food presentation.

  • Ability to work efficiently in a fast-paced kitchen environment.

  • Good communication and teamwork skills.

  • Strong organizational and time management abilities.

  • Ability to multitask while maintaining quality standards.

  • Positive attitude with a customer-first mindset.

  • Ability to work under pressure during busy service periods.

  What Qualifies You for the Role

  • High School Diploma or equivalent (Hospitality or Culinary qualification is an advantage).

  • 1–3 years' experience in a café, restaurant, commercial kitchen, food retail, or hospitality environment.

  • Previous experience preparing food in accordance with food safety standards.

  • Knowledge of HACCP, Municipality regulations, and food hygiene best practices.

  • Experience working in a fast-paced food service or café environment.

  • Understanding of food preparation, kitchen operations, and stock management.

  • Good communication skills in English (Arabic is an advantage).

  • Ability to work flexible shifts, weekends, and public holidays.

  • Physically capable of standing for extended periods and performing manual kitchen tasks.