Emirates Leisure Retail (ELR) is a global leader in food and beverage retail, operating in over 300 restaurants, cafés, and bars across six countries. Our portfolio features beloved international brands like Costa Coffee and Pret A Manger, and distinctive homegrown concepts such as Mr. Toad’s, Saddle, and the award-winning ZOMA in Zanzibar. With such diversity, we deliver experiences that truly offer something for everyone.
As proud subsidiaries of the Emirates Group, MMI & ELR share one mission: to bring more to life. Guided by our HERO values: Honesty, Excellence, Respect, and Opportunity, we create memorable moments for our customers, our people, and the communities we serve.
Job Purpose:
To keep the Pret A Manger outlet buzzing with great energy and smooth operations, leading and motivating the team to deliver brilliant customer service and consistently high brand standards. Focus on coaching and developing the team so they grow in confidence, hit their full potential, and shine in mystery shopper visits, store reviews, and audits. Also, take ownership of sales and profit performance, making sure targets aren’t just met—but beaten.
Key Responsibilities:
- Bring energy and positivity every day by role-modelling Pret’s values, creating a happy team culture, and spreading the Joy of Pret to both team and customers
- Support training and development by ensuring all in-house, legal, and compliance training is completed on time, including journals, reviews, and graduation milestones
- Take pride in maintaining a clean, safe, and well-maintained shop where everything is in the right place and working perfectly
- Lead the way in delivering Amazing Customer Service by consistently following Pret’s 6 Key Points of Service
- Regularly review shop performance and results, spotting opportunities and turning challenges into clear, practical action plans that drive profitability
- Aim for a perfect Mystery Shopper score every week by putting the customer first and coaching the team to see the shop through their eyes
- Ensure financial processes and controls are always followed to protect the business and support team safety and accountability
- Use daily reports (Coffee Manning, Till Manning, Hot Food Plan, and more) to maximise sales opportunities across every part of the day
- Be a champion of communication and change by leading engaging team briefs, meaningful 1:1s, staff meetings, and actively contributing in area meetings
Required Qualification and Experience
- Proven experience of at least 3 years running a site independently, confidently owning day-to-day operations and performance
- Strong communicator with the ability to influence, connect, and build great relationships across all levels of the business
- Thrive in a fast-paced, high-energy environment where leading teams and embracing fresh ideas comes naturally
- Confident leader with a real passion for developing people, driving performance, and bringing out the best in your team
- Clear and engaging communicator who can inspire, motivate, and empower a diverse team every day
- Comfortable using data and insights to make smart decisions and quickly adapt to changing business needs
- Excited to be part of a team that values innovation, strong leadership, and consistently striving for excellence
Why Join Us?
Whether you’re making our customers’ days with the perfect latte or leading your team to success, roles in our shops come with huge opportunities for growth. Together, we’re doing the right thing and growing fast – it’s an exciting team to hop on board. Come and learn to deliver outstanding customer service with the best-in-class training!
