Duty Manager/ Asst Manager - Hospitality | Retail | M&S Cafe | UAE

Job Requisition ID: 179734 Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate. By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day 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 da