Job description

Duty Manager – Hospitality | M&S Café

Overview of the Role

The Duty Manager – Hospitality is responsible for leading the day-to-day operations of the Marks & Spencer Café, ensuring an exceptional customer experience while maintaining the highest standards of food quality, food safety, operational excellence, and team performance. The role oversees all aspects of café operations, including customer service, food preparation, inventory management, financial controls, and compliance with company and regulatory standards.

Working closely with the Store Manager and Food Operations teams, the Duty Manager drives sales, profitability, and operational efficiency while developing a high-performing team that delivers the premium hospitality experience synonymous with the M&S brand.

Success in this role is measured through customer satisfaction, sales growth, food quality, food safety compliance, labour productivity, waste reduction, and achievement of operational KPIs.

What You Will Do

Lead & Develop the Café Team

• Lead, motivate, coach, and inspire a high-performing Café team to consistently deliver exceptional customer service.
• Create a positive and engaging working environment that promotes teamwork, accountability, and continuous improvement.
• Conduct daily team briefings, one-to-one coaching sessions, and regular performance reviews.
• Ensure colleagues are fully trained in food preparation, food safety, customer service, operational procedures, and M&S brand standards.
• Develop succession plans and support colleagues' learning and career development.

Manage Daily Café Operations

• Oversee the day-to-day operation of the M&S Café, ensuring smooth and efficient service throughout trading hours.
• Manage opening and closing procedures, including cash reconciliation, safe counts, and operational checks.
• Ensure staffing levels are planned effectively to meet customer demand and service standards.
• Monitor service flow and take proactive action to improve customer experience during peak trading periods.
• Maintain high standards of cleanliness, organization, and operational efficiency across all café areas.

Deliver an Exceptional Customer Experience

• Lead by example in delivering warm, friendly, and professional customer service.
• Resolve customer enquiries and complaints promptly, ensuring positive outcomes.
• Build customer loyalty by creating memorable dining experiences.
• Monitor customer feedback and implement improvements to enhance satisfaction.
• Drive a culture of hospitality excellence throughout the Café team.

Food Safety, Quality & Compliance

• Ensure full compliance with M&S Food Safety standards, HACCP, Municipality regulations, and Health & Safety legislation.
• Monitor food preparation, storage, temperature controls, and product quality throughout the day.
• Ensure all food is prepared, displayed, and served in accordance with company standards.
• Complete food safety audits, temperature records, cleaning schedules, and compliance documentation.
• Promote a strong food safety culture across the Café operation.

Stock Management & Inventory Control

• Oversee ordering, receiving, and inventory management for all Café products.
• Ensure effective stock rotation using FIFO principles and minimize food waste.
• Monitor inventory levels and maintain optimum stock availability.
• Conduct regular stock counts, inventory reconciliations, and variance investigations.
• Manage supplier deliveries and ensure product quality standards are maintained.

Drive Sales & Commercial Performance

• Deliver café sales, profitability, and labor productivity targets.
• Drive upselling, cross-selling, and promotional initiatives to maximize revenue.
• Analyze sales trends and identify opportunities to improve commercial performance.
• Support seasonal menu launches, promotions, and marketing campaigns.
• Monitor food costs, waste, and operational expenses to improve profitability.

Financial & Operational Controls

• Manage daily cash handling, banking, and reconciliation procedures.
• Monitor labor scheduling to maximize operational efficiency.
• Ensure compliance with company financial controls and operational procedures.
• Support budget management and cost control initiatives.
• Maintain accurate operational and financial records.

Health, Safety & Operational Excellence

• Ensure a safe working environment for colleagues and customers.
• Conduct regular Health & Safety inspections and risk assessments.
• Ensure all equipment is maintained and any faults are reported promptly.
• Drive continuous improvement initiatives across café operations.
• Ensure compliance with all Standard Operating Procedures (SOPs).

Skills

Required Skills to be Successful

• Strong leadership and people management skills.
• Excellent hospitality and customer service skills.
• Sound knowledge of food safety, HACCP, and food hygiene standards.
• Strong commercial awareness and business acumen.
• Experience in labor planning, food cost control, and waste management.
• Excellent communication and stakeholder management skills.
• Ability to analyze sales and operational data to drive performance.
• Strong organizational and problem-solving abilities.
• Ability to perform effectively in a fast-paced hospitality environment.
• Proficiency in Microsoft Excel and POS systems.

What Qualifies You for the Role

• Bachelor's Degree or Diploma in Hospitality Management, Hotel Management, Business Administration, or a related discipline (preferred).
• 4–6 years' experience in Hospitality, Café, Restaurant, or Food Retail operations.
• Minimum 2 years' experience in a supervisory or management role.
• Experience managing café or restaurant teams in a premium hospitality or food retail environment.
• Strong knowledge of food preparation, food safety, HACCP, and Municipality regulations.
• Proven experience in inventory management, food cost control, labour planning, and waste reduction.
• Experience with POS systems, inventory management systems, and Microsoft Office applications.
• Excellent communication skills in English (Arabic is an advantage).
• Ability to work flexible shifts, weekends, evenings, and public holidays.