Summary
Cafe Customer Assistant
All the details
This is a permanent vacancy in our Cafe as a Host, working 20 hours per week.
Wk 1
Mon 1000-1500
Fri 1000-1500
Sat 1000-1600
Wk 2
Sun 1000-1600
Mon 1000-1500
Fri 1000-1500
We are looking for positive, engaging, and upbeat colleagues to deliver a 5 STAR experience to each and every customer that enters our Cafe.
The main purpose of the Cafe host is to create a world-class, first impression for our customers by greeting every customer that enters the Cafe with a warm, friendly hello, accompanied by a genuine smile, not forgetting to wish them a great day on their way out.
In addition to greeting customers, our Cafe host will be instrumental in terms of queue busting and queue management. This will involve talking to customers within the queue, explaining the current wait times on hot food, and redirecting customers to each of the till lanes in order to minimize customer wait time.
During downtime, it's important to stay productive and efficient, using this time to maintain the entrance standards of the Cafe. This includes creating a clean, tidy, and welcoming environment that is well-kept and well-stocked. Examples include maintaining general floor cleanliness at the entrance and replenishing and tidying the Cake table and front display chiller to maintain customer availability.
Purpose
* To deliver a great shopping experience for customers, putting customers before tasks every time.
* Champion new ways of working within stores through an open mindset and positive attitude.
* Complete tasks and processes that deliver 'best in town' standards.
* Serve and sell across all channels brilliantly well.
* Be the voice of our customer to help us continually improve.
Key Accountabilities
* Serve our customers efficiently and brilliantly well - on the shop floor and at service points.
* Deliver 'best in town' standards through presentation standards, availability, and keeping the store clean and tidy.
* Skilled in utilizing all digital tools and communication channels to perform the job.
* Share customer and colleague feedback to help us improve.
* Share knowledge and experience with colleagues to support others in building skill and confidence.
* Own their own learning & development and proactively access digital learning solutions.
* Know the daily sales targets, priorities, promotions, and selling opportunities.
* Have great product knowledge to sell and recommend our products and services.
* Proactively engage with customers to understand their needs and make recommendations.
* Understand the store priorities and their role in achieving them.
* Complete tasks with pace and in line with SOPs.
* Minimize cost and waste through good process practice.
* Follow safe and legal working practices.
Key Capabilities
* Understand how M&S operates, its strategy, future, and the role they play.
* Commit to delivering excellent work quickly with great attention to detail.
* Be open to and act on feedback, asking for this regularly.
* Set performance objectives for self in conjunction with the line manager and in line with business plans.
* Take accountability for planning and managing own work efficiently to ensure objectives are met.
* Be curious and ask questions to challenge the status quo.
* Communicate intentions to others clearly and simply.
* Manage their own reactions and share perspectives to foster better team reactions.
* Cope well with change and work challenges, recovering quickly from their impact.
* Build positive relationships by being a good listener and establishing connections.
Technical Skills/Experience
* Contribute to store sales and cost control.
* Work across the store to get things done right the first time within timescales.
* Have comprehensive knowledge of customer shopping channels.
* Maintain a good level of product knowledge and services across the store.
* Stay up to date with the commercial operation and brilliant basics.
* Possess good digital capability and use of digital tools and applications.
* Understand customer needs and spot selling opportunities.
* Adapt to change.
* Have good knowledge of VM principles.
Key Relationships and Stakeholders
* Customers
* Colleagues
* Store Leadership
* BIG
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