Hospitality and Counters Operations Manager | Retail | M&S | UAE

Al-Futtaim; Dubai; On-site; AED 420,000 - 600,000; Full time

Job summary

Al-Futtaim Retail seeks an experienced Hospitality Operations Manager for MENA & KSA to lead in-store bakery, hospitality, and counters. You will drive strategic growth, efficiency, and exceptional customer experiences across multiple markets.

The role requires a strong track record in hospitality and retail, with 5+ years in the field, and deep knowledge of food hygiene and process optimization. A leadership role in cross-functional teams is expected, with focus on profitability and sustainable

Qualifications

• At least 5 years of experience in hospitality business with extensive technical knowledge and food hygiene certifications.
• Proven track record in hospitality business and retail operations within F&B or retail.
• Ability to analyze data for decision-making and understand financial and commercial levers.

Responsibilities

• Deliver the sales plan for regional M&S hospitality and counters by identifying opportunities.
• Regularly review sales figures and identify opportunities to enhance performance.
• Identify risks and implement improvements with cross-functional teams.
• Maximize stock accuracy and availability through effective management practices.
• Ensure accurate implementation of corporate seasonal updates and events.
• Manage customer experience and coach teams to deliver excellent service.
• Lead design and deployment of bakery equipment and processes to improve efficiency.
• Champion innovation projects for bakery performance and sustainability.
• Ensure a safe and compliant working environment with proper training and policies.
• Drive cost optimization through staff cost management and waste reduction.
• Develop HR training, recruitment, and engagement plans with the HR team.

Skills

Strategic planning

Operational leadership

Capex planning

Cost control

Bakery operations

Hospitality operations

Data analysis

Team leadership

Job description

Job Requisition ID: 180851

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

Overview Of The Role:

• The Hospitality and Counters Operations Manager for MENA & KSA is tasked with spearheading the strategic vision and operational execution of in-store bakery, hospitality, and counters functions. The role involves driving sustainable growth, fostering innovation, and enhancing efficiency. This position is essential for shaping and implementing long-term strategies, optimizing performance, and ensuring excellence through transformational leadership and collaboration with the Food Buying teams and Operations. The manager is responsible for overseeing daily operations, aligning with strategic objectives, and working closely with cross-functional teams to drive successful business outcomes.

What You Will Do:

Financials

• Deliver the sales plan for Regional M&S hospitality and counters business by identifying opportunities across all departments.
• Regularly review and analyze sales figures to identify opportunities for sales performance enhancement across the region.
• Identify risk areas and probe performance to implement improvements.
• Engage with team, UK Specialists, Food Buying team, and other Operations colleagues to drive sales performance.
• Maximize stock accuracy and availability through effective management practices.
• Ensure accurate and timely implementation of corporate seasonal updates and events.

Service and Product Quality

• Manage the delivery of a memorable customer experience by connecting with customers to sell.
• Conduct Ready To Trade checks, customer walkthroughs, and observations to ensure service standards.
• Ensure Café Managers effectively manage service points like till points and service counters.
• Provide feedback to teams to recognize great service and drive improvements.
• Coach teams to actively demonstrate and role model excellent service.

Standards and Operational Excellence

• Ensure the M&S Way document is up to date and adapted to the MENA region.
• Lead the design and deployment of best-in-class bakery equipment and processes to enhance efficiency.
• Champion innovation projects for bakery performance including product development and sustainability initiatives.
• Ensure a safe and legal working environment for customers and colleagues by managing TSL and compliance.

People Management

• Manage a committed team, engaging and supporting them to recognize their contributions.
• Communicate effectively and engage with teams through regular updates and team briefs.
• Drive individual performance and develop potential through career path implementation.
• Meet with HR to build strong training, recruitment, and engagement plans.

Cost Optimization

• Contribute to store profitability by minimizing losses and managing staff costs accurately.
• Review Trade Meeting feedback to manage cost lines efficiently.
• Implement cost-saving initiatives such as packaging optimization and waste reduction.

Required Skills To Be Successful:

• High-level strategic planning and delivery skills.
• Operational transformation leadership and large-scale project management experience.
• Expertise in Capex planning, cost control, and optimization.
• Advanced knowledge of baking, hospitality, and counters operations with process improvement and category management.

What Qualifies You For The Role:

• Proven track record in hospitality business and retail operations, particularly within F&B or retail industry.
• At least 5 years of experience in Hospitality business with extensive technical knowledge and related food hygiene certifications.
• Excellent interpersonal and leadership skills with the ability to work under pressure and tackle challenges.
• Strong capabilities in analyzing complex data for decision-making and understanding financial and commercial levers in Cafe and Restaurant management.
• Outgoing, positive personality focused on teamwork and results.

About Al-Futtaim Retail

Al-Futtaim Retail has established itself as one of the leaders in Retail across the Middle East, Africa & Asia over the past 30 years. We have developed partnerships with some of the biggest and most respected Brands in the world including IKEA, ACE and Toys R Us in the Middle East and the Inditex Group of Brands (Zara, Mango, Bershka and P&B) across Asia. We are also one of the largest Global partners of Marks and Spencer’s in both regions with over 75 stores offering both fashion & food options.

Most recently we have been responsible for bringing brands to the Middle East for the first time with the exciting launches of Watsons and B&Q and we aim to continue to be agile and adaptive to our markets with new launches and further development. For this to be possible we aim to recruit the best talent from all backgrounds who will continue to challenge and develop our diverse workforce which includes over 100 nationalities across 12 countries. Join us today and make a difference…