Job Overview
Al-Futtaim Retail is looking for a Hospitality & Counters Operations Manager to lead the strategic planning and day-to-day operations of bakery, hospitality, café, and service counter functions for Marks & Spencer (M&S) across the MENA & KSA markets.
The role focuses on driving sales growth, improving operational efficiency, enhancing customer experience, maintaining product and service quality, and supporting innovation across hospitality and food operations. The successful candidate will work closely with Food Buying, Store Operations, HR, UK specialists, and other cross-functional teams to achieve commercial and operational objectives.
Key Responsibilities
Financial & Commercial Performance
- Drive the regional sales plan for M&S hospitality and counters by identifying opportunities across departments.
- Monitor and analyze sales performance to identify areas for improvement and growth.
- Review business risks and operational performance and introduce corrective actions where required.
- Collaborate with operational teams, Food Buying, UK specialists, and other stakeholders to improve sales results.
- Support stock accuracy, product availability, and effective inventory management.
- Ensure seasonal campaigns, corporate updates, and promotional events are implemented accurately and on time.
Customer Service & Product Quality
- Deliver an excellent customer experience by engaging with customers and supporting effective sales practices.
- Conduct Ready To Trade checks, customer walkthroughs, and operational observations to maintain service standards.
- Ensure Café Managers effectively operate tills, service points, and counters.
- Recognize strong team performance and provide constructive feedback to improve service delivery.
- Coach and motivate teams to demonstrate high standards of customer service.
Operational Excellence & Compliance
- Maintain and continuously improve the M&S Way operating standards for the MENA region.
- Support the introduction of efficient bakery equipment, systems, and processes.
- Lead innovation initiatives focused on bakery performance, product development, sustainability, and operational efficiency.
- Ensure stores maintain a safe, compliant, and legally appropriate working environment for customers and employees.
- Monitor operational standards and support compliance with applicable food safety and workplace requirements.
People & Team Management
- Lead and engage teams by creating a positive, collaborative, and performance-focused environment.
- Maintain clear communication through regular team meetings, briefings, and operational updates.
- Support employee performance management and career development initiatives.
- Work with HR teams to develop effective recruitment, training, development, and employee engagement plans.
- Encourage team members to contribute ideas and continuously improve business performance.
Cost Control & Profitability
- Support store profitability by controlling operational losses and managing staffing costs effectively.
- Review feedback from trade meetings and identify opportunities to improve cost performance.
- Introduce cost-saving measures, including packaging optimization and waste reduction.
- Monitor operational expenses and identify opportunities for greater efficiency.
Required Skills & Experience
Candidates applying for Hospitality & Counters Operations Manager jobs in Dubai should have:
- Strong strategic planning and business execution capabilities.
- Experience leading operational transformation and large-scale projects.
- Knowledge of CAPEX planning, cost management, and operational optimization.
- Strong understanding of bakery, hospitality, café, and service counter operations.
- Experience in process improvement and category management.
- Strong commercial and financial understanding of hospitality or retail operations.
- Excellent analytical, communication, interpersonal, and leadership skills.
- Ability to manage multiple priorities and perform effectively in a fast-paced retail environment.
Qualifications
- Proven experience in hospitality, food & beverage, or retail operations.
- At least 5 years of experience in hospitality, supported by strong technical knowledge.
- Relevant food hygiene and safety certifications.
- Experience managing teams and delivering operational and commercial targets.
- Ability to analyze complex business data and use insights to support decision-making.
- Strong understanding of the financial and commercial drivers of café and restaurant operations.
- Positive, collaborative, and results-oriented approach.
About Al-Futtaim Retail
Al-Futtaim Retail is a major retail business operating across the Middle East, Africa, and Asia, with partnerships involving internationally recognized brands across fashion, food, home, and lifestyle sectors. Its portfolio includes Marks & Spencer and other well-known retail brands.
The organization operates across multiple markets with a diverse workforce and focuses on developing talent, improving customer experiences, and adapting its retail operations to changing market needs.