What will you do
- Lead the front of house as a key member of the shop leadership team, consistently delivering Team Happiness, Speed of Service, and excellent Production Quality and Quantity.
- Champion Team Happiness, creating an environment where the team feels valued, supported and motivated.
- Lead the Speed of Service principles, ensuring customers are served efficiently at every trading period, and ensure the team consistently follows the 6 Key Points of Service.
- Uphold the Production Principles, delivering consistent quality and quantity across the kitchen and shop floor, putting customers' needs first and never compromising on quality or freshness.
- View the shop through the customer's eyes at all times, maintaining excellent standards, and follow the Managing By Walking Around (MBWA) principles to proactively monitor Pret standards.
- Uphold Safety and Standards across the shop, protecting both the team and customers, and communicate clearly and consistently across the team.
- Support and coach the team to help them reach their potential in both the shop and kitchen, support the training pathways to ensure training happens on time, and coach the team for good performance through regular feedback and praise.
- Lead by example and be hands-on when required, and assign duties among team members to match individual productivity rates, skill sets and current responsibilities.
- Empower the team to deliver engaging Joy of Pret activities and role model the 3Bs, empowering the team to Be Kind, Be Honest, Be Generous.
- Ensure the Coffee Calling System is followed efficiently and that all Marketplace orders are prepared promptly and accurately.
- Ensure the team consistently delivers delicious food by following the 6 Key Points of Production and that the 11-Step Production Process is always followed, to guarantee customer safety and that each product is accurately made and labelled.
- Ensure How To Cards are used and followed consistently to deliver Pret standards, that Line Checks are carried out successfully with any improvement needs actioned, and that no Made To Sell (MTS) rejects are on display in our larders.
- Continually develop the team's knowledge of the quality of our food and coffee, and ensure Barista Prepared Drinks are made consistently by trained employees to the highest standard.
- Ensure Food Safety and Health & Safety Standards are consistently followed to protect the team and customers, that all safety checks are correctly monitored and recorded, and that the shop is clean and safe with equipment always well maintained.
- Take corrective action immediately on issues that affect customers, the team or sales, demonstrate due diligence, and report and escalate any quality issues.
- Maximise sales, labour efficiency and profit by supporting the Big 4 (Forecasting, Rota, Ordering & Production), and carry out ordering accurately and in line with business needs.
- Lead, monitor and follow up on Mystery Shopper requirements, ensure good stock control by following the 7 Steps of Unaccounted process, and ensure Pret's Financial Standards are always followed to minimise risk and protect team safety.
- Always follow merchandising guidelines and ensure marketing is used effectively to drive sales, and support the execution of successful food launches.
- Encourage clear, engaging communication between the kitchen and front of house to ensure business needs are met, and support Marketplace opportunities.
Qualifications
- Experience leading or supervising a team in a retail, hospitality or food service environment.
- Understanding of customer service excellence and operational standards.
- Working knowledge of rota planning, ordering and stock control.
- Clear Communication and Team Working.
- Passion and Realising Potential.
- Great Execution and Thoughtful Leadership.
- Open to Change and Business Sense.
- Happy Teams, Happy Customers; Amazing Standards Every Day; Never Standing Still; Doing the Right Thing.
Why this job
- You'll be a key member of the shop leadership team, leading the front of house to consistently deliver Team Happiness, Speed of Service, and excellent Production Quality and Quantity.
- Your area of expertise is the knowledge and standards required to lead a successful front of house or kitchen team.
- You'll own the development of your people — coaching the team in both shop and kitchen, supporting training pathways, and leading by example while staying hands-on.
- Your performance is measured against clear KPIs: Mystery Shopper and the Safety and Shop Review (Leader's responsibilities).
- You'll work in a culture built on the 3Bs — Be Kind, Be Honest, Be Generous — with the Joy of Pret at the heart of how the team serves customers.
