General Manager - Pret a Manger

Pret A Manger - General Manager

DRIVE MY SUCCESSION

The right Pret people

To own Team Member recruitment and successful onboarding to ensure it meets business needs

To build a robust Family Tree through strategic succession planning ensuring Plan Bs are in place for each role

To drive Team Happiness by role modelling Pret’s Values and Behaviours and by bringing Joy of Pret and fun to my team and customers

To embrace the Thoughtful Leadership Principles (Being Kind, Honest and Generous)

To ensure in-shop training, legal compliance training and graduations are carried out following the agreed standards and guidelines and at the right time. This includes completing journals and reviews accordingly

To minimise Turnover by following the Turnover Principles

To regularly complete 1:1s to review the team’s performance using Pret Behaviours, KPIs and SMART targets

To ensure the team’s wellbeing by promoting and nurturing a healthy work-life balance

Set meaningful actions from Pret’s Big Conversation and follow up

DRIVE MY BUSINESS

Amazing service

To ensure the team consistently delivers Amazing Customer Service by following the 6 Key Points of Service

To ensure the Speed of Service Principles are embedded in the shop and as a result we provide fast, friendly and efficient service consistently

To ensure the Coffee Calling System is effective, creates buzz and delivers the right drink to the right customer

To ensure centrally driven JOP events are well planned, executed and appropriately supported

To encourage customer loyalty by empowering the team to use Joy of Pret initiatives

To strive to achieve a perfect customer service requirements every week by putting customers first and by coaching the team to see the shop through customers’ eyes

Delicious food and drink

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 customer safety and that each product is accurately made and labelled

To ensure the management team understands and follows the Production Principles putting customers’ needs first and never compromising on quality or freshness

To ensure the shop food range matches customer demand

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 ensure no Made to Sell (MTS) rejects are on display in our Langars

Well-loved shop

To make sure Food Safety and Health & Safety Standards are consistently followed to maintain the safety of the team and customers

To ensure the shop is clean, safe and the equipment well maintained at all times

To take corrective action immediately on issues that affect customers, the team or sales

To ensure the management team follow the Managing By Walking Around (MBWA) principles, proactively monitoring Pret Standards and seeing the shop through customers’ eyes

To ensure corrective training and coaching takes place to address any issues identified

Shop profitability

To drive sales and profit through the Big 4 (Forecasting, Rota, Ordering & Production)«To accurately forecast for peak trading periods, events and seasonal changes throughout the year

To maximise labour efficiency through Bizimply considering my customers, team and business needs and ensuring that rotas are displayed at least 2 weeks in advance

To continuously analyse and review shop results, proactively reacting to any challenges or obstacles and creating a clear action plan to improve the business profitability

To analyse stock take results, taking control of any issues by following the 7 Steps of Unaccounted

To have full Profit & Loss accountability and to monitor operating costs so they are in line with the operational budget

To ensure Pret’s Financial Standards are followed at all times to minimise risk and ensure the safety of my team

Growing sales

To effectively benchmark against other high-performing shops to identify opportunities

To review Coffee Manning, Till Manning, Hot Food plan or any other relevant report to maximise opportunities to increase sales on each day part

To always follow merchandising guidelines and to ensure marketing is used effectively to drive sales

To maximise and promote Marketplace opportunities

DRIVE AND EMBED CHANGE

To be the Ambassador of Change; effectively communicating with the team through daily team briefs, staff meetings, effective and planned 1:1s. This includes attendance at cascades and area meetings

Positively promote Pret, protecting our business integrity and escalating any causes of concern relating to this to Group / Ops Manager or press team as required

To actively follow up with the team with any new standard or initiative to ensure this is successfully implemented and embedded in the shop

To listen to and give constructive feedback and seek ideas from the team to encourage two-way communication in the shop

To build a network with other GMs to share best practice and keep abreast of competitors’ initiatives

To ensure my team is well informed of business changes and focus through regular staff meetings

To ensure my Key Roles attend Key Role meetings and actions are effectively followed through