Location: Dubai, United Arab Emirates
Company: Al-Futtaim Retail – Marks & Spencer (M&S)
Department: Retail / Food & Hospitality Operations
Region: MENA & KSA
Job Overview
Al-Futtaim Retail is seeking an experienced Hospitality & Counters Operations Manager to lead the hospitality, bakery, and counters operations for Marks & Spencer (M&S) across the MENA and KSA region.
The role focuses on developing operational strategies, improving commercial performance, strengthening customer service, and delivering consistent standards across M&S stores. The successful candidate will work closely with Food Buying, Store Operations, HR, and other cross-functional teams to improve efficiency, support innovation, and achieve business objectives.
This position is particularly suited to professionals with strong experience in hospitality, food and beverage, bakery operations, café management, retail operations, and customer experience.
Key Responsibilities
Financial & Commercial Performance
- Deliver regional sales plans for M&S hospitality and counters by identifying commercial opportunities across relevant departments.
- Review sales reports and performance data to identify opportunities for revenue growth and operational improvement.
- Monitor business risks and investigate performance gaps, implementing appropriate corrective actions.
- Collaborate with store teams, UK specialists, Food Buying, and Operations colleagues to improve sales performance.
- Maintain high levels of stock accuracy and product availability through effective inventory management.
- Ensure seasonal campaigns, corporate updates, and promotional activities are implemented accurately and on time.
Customer Service & Product Quality
- Deliver an exceptional customer experience across hospitality, bakery, café, and service counter operations.
- Engage with customers and store teams to understand customer needs and improve service delivery.
- Conduct Ready to Trade checks, customer walkthroughs, and operational observations.
- Ensure café managers maintain effective service standards across tills, counters, and other customer-facing areas.
- Provide constructive feedback and recognize teams for delivering excellent customer service.
- Coach and support employees to demonstrate professional service standards consistently.
Operational Excellence & Standards
- Maintain and adapt the M&S Way operating standards to meet the requirements of the MENA region.
- Support the introduction of modern bakery equipment, processes, and operating practices to improve efficiency.
- Lead innovation initiatives focused on bakery performance, product development, sustainability, and operational improvement.
- Ensure stores maintain a safe, compliant, and legally sound working environment for employees and customers.
- Monitor operational standards and support continuous improvement across hospitality and counters functions.
Team Leadership & People Development
- Lead and engage teams while creating a positive and performance-focused working environment.
- Communicate business updates, priorities, and operational expectations through regular team meetings and briefings.
- Support employee performance management and identify opportunities for professional development.
- Work closely with HR to develop effective recruitment, training, engagement, and career development plans.
- Encourage teamwork, accountability, and continuous learning across hospitality and retail operations.
Cost Control & Profitability
- Support store profitability by controlling operational costs, minimizing losses, and managing staffing expenses effectively.
- Review trade meeting feedback and identify opportunities to improve cost performance.
- Implement cost-saving initiatives, including packaging optimization, waste reduction, and improved resource utilization.
- Monitor operational expenses and support efficient use of resources across hospitality and counters operations.
Required Skills and Experience
Candidates applying for the Hospitality & Counters Operations Manager job 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 technical knowledge of bakery, hospitality, café, counters, and food service operations.
- Experience with process improvement and category management.
- Strong commercial and financial understanding of hospitality or retail operations.
- Excellent communication, interpersonal, coaching, and leadership skills.
- Ability to analyze business data and use insights to support operational and commercial decisions.
- Ability to work effectively in a fast-paced, multicultural retail environment.
Qualifications
- Minimum 5 years of professional experience in hospitality, preferably within the F&B, retail, café, bakery, or food service industry.
- Proven experience in hospitality and retail operations management.
- Strong technical understanding of food, bakery, and hospitality processes.
- Relevant food hygiene and safety certifications.
- Experience managing teams and delivering operational improvement initiatives.
- Strong understanding of commercial performance, sales, costs, and profitability.
- Ability to manage multiple priorities and work effectively under pressure.
About Al-Futtaim Retail
Al-Futtaim Retail is a major retail business operating across the Middle East, Africa, and Asia. Over the years, the company has developed partnerships with internationally recognized brands across fashion, food, home improvement, and general retail.
Al-Futtaim Retail is a major global partner of Marks & Spencer (M&S) in the region, operating stores that offer both fashion and food products. The organization also operates and develops several international retail brands across its markets.
With a diverse workforce representing more than 100 nationalities across multiple countries, Al-Futtaim Retail focuses on developing talent, strengthening its retail operations, and expanding its portfolio of international brands.
Hospitality & Counters Operations Manager Jobs in Dubai
This M&S Hospitality & Counters Operations Manager vacancy in Dubai, UAE offers an opportunity for an experienced hospitality or retail professional to work in a regional leadership role covering MENA and KSA operations.