Front of House Shift Leader: Service & Team Coach

Dallas Holdings

Henley-on-Thames

On-site

GBP 21,000 - 25,000

Full time

14 days+

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Job summary

Pret A Manger is seeking a Shift Leader for Front of House to coach and support the team, ensuring excellent customer service and smooth operation across shop and kitchen. You will lead by example, manage duties, and drive performance with feedback and praise.

In this hands-on role, you will champion food safety, service standards, and effective communication between kitchen and front of house while delivering engaging customer experiences and maintaining store profitability.

Responsibilities

Support and coach the team to ensure they reach their potential in both the shop and kitchen
Support the training pathways to ensure training happens on time
Lead by example and be hands-on when required
Assign duties amongst team members to match individual productivity rates, skill sets and current responsibilities
Coach the team for good performance by offering good regular feedback and praise
Lead the Speed of Service principles
To ensure the team consistently follows the 6 Key Points of Service
Follow the MBWA principles
Empower the team to deliver engaging Joy of Pret activities
Role model the 3Bs and empower the team to Be Kind, Be Honest, Be Generous
Ensure the Coffee Calling System is followed efficiently
To ensure all Marketplace orders are prepared promptly and accurately
To ensure the team consistently delivers delicious food by following the 6 Key Points of Production
To ensure the 11‑Step Production Process is always followed to guarantee our customer safety and that each product is accurately made and labelled
To always follow the Production Principles putting customers’ needs first and never compromising on quality or freshness
Ensure How to Cards are used and followed consistently to deliver Pret standards
Ensure Line Checks are carried out successfully and any improvement needs actioned
To ensure no Made to Sell (MTS) rejects are on display in our Langars
To continually develop the team’s knowledge about the quality of our food and coffee
To ensure our Barista Prepared Drinks are made by trained employees consistently, and to the highest standard
To make sure Food Safety and Health & Safety Standards are consistently followed to maintain the safety of the team and customers
To ensure that all safety checks are correctly monitored and recorded
To take corrective action immediately on issues that affect customers, the team or sales
To ensure the shop is clean, safe and the equipment is always well maintained
To follow the Managing by Walking Around (MBWA) principles, proactively monitoring Pret Standards and seeing the shop through the customers’ eyes
To demonstrate due diligence and report and escalation any quality issues
To maximise sales, labour efficiency and profit through the support of the Big 4 (Forecasting, Rota, Ordering & Production)
Carry out ordering accurately and in line with the business needs
Lead, monitor and follow up on Mystery Shopper requirements
To ensure good stock control by following the 7 Steps of Unaccounted
To ensure Pret’s Financial Standards are always followed to minimise risks and ensure team safety
To always follow merchandising guidelines and to ensure marketing is used effectively to drive sales
To always follow merchandising guidelines and to ensure marketing is used effectively to drive sales
Support the execution of successful food launches
Encourage clear and engaging communication between the kitchen and FOH to ensure business needs are met
To support Marketplace opportunities