Assistant General Manager Job Description
My area of expertise is in the knowledge and standards of running a successful Front of House and Back of House.
MY KEY RESPONSIBILITIES
These are my areas of responsibility:
Ideal Family Tree & Plan B
Team Happiness
Speed of Service
Production Principles
Customer Eyes
Quality and Quantity
Safety & Standards
Communic8
5 KPIs
Family Trees
Timely Graduations
Waste & GP Targets
Customer Experience Visit
DOH Grade
4 VALUES
Happy Teams Happy Customers
Amazing Standards Every day
Never Standing Still
Doing the Right Thing
8 BEHAVIORS
Clear Communication
Team Working
Passion
Open to Change
Realizing Potential
Great Execution
Business Sense
Thoughtful Leadership
‘These are the areas of the business that I drive through my team and I am ultimately responsible for as an Assistant General Manager’
DRIVE MY SUCCESSION
The right Pret people
Provide direct support to my GM in implementing a robust Family Tree and Plan Bs for each role by assisting in interviewing, hiring, providing performance improvement, and disciplinary action.
Responsible for my Team Happiness by being a role model for Pret’s Values, Culture and Behaviors and by bringing the Joy of Pret and fun to my team and customers
Embrace and carry out the Thoughtful Leadership Principles (Being Kind, Honest and Generous)
Support in-house training, legal compliance training and graduations by ensuring that trainings are carried out following the agreed standards and guidelines and at the designated and appropriate times. This includes completing Journals and reviews accordingly
Effectively minimize turnover by following and enforcing the Turnover Principles
Regularly complete 1:1s to review the team’s performance using Pret Behaviors, KPIs and SMART targets
Enforce and resolve performance, attendance, and other disciplinary actions where appropriate
Ensure the team’s wellbeing by promoting and nurturing a healthy work-life balance
Support my GM by following up on and taking ownership of meaningful actions from Pret’s Big Conversation
DRIVE MY BUSINESS
Amazing service
Ensure the team consistently delivers Amazing Customer Service by following and enforcing the 6 Key Points of Service
Ensure the Speed of Service Principles are embedded in the shop and as a result, ensure that my team consistently provide fast, friendly and efficient service consistently
Ensure the Coffee Calling System is effective, creates buzz and delivers the right drink to the right customer
Ensure centrally driven JOP events are well planned, executed and appropriately supported
Encourage customer loyalty by empowering the team to use Joy of Pret initiatives
Strive to achieve a perfect Customer Experience Visit score every week by putting customers first and by coaching the team to see the shop through customers’ eyes
Delicious food and drink
Ensure the team consistently delivers delicious food by following and enforcing the 6 Key Points of Production
Educate the team on the Production Principles of putting the customers’ needs first and never compromising on quality or freshness and ensure the team follows the Production Principles
Ensure the shop food range matches customer demand
Continually develop the team’s knowledge about the quality of our food and coffee
Ensure our Barista Prepared Drinks are made by trained employees consistently, and to the highest standard
Ensure no Made to Sell (MTS) rejects are on display in our Langars
Well-loved shop
Consistently review and maintain Food Safety and Health & Safety Standards for the safety of the team and customers
Ensure the shop is clean, safe and well maintained at all times
Take corrective action immediately on issues that affect customers, the team or sales, including implementing training or corrective coaching to address any issues identified
Achieve and maintain the “A” letter grade from the Health Department, holding your team accountable and serving as a role model for cleanliness from your ability to follow Pret’s safety standards at all times
Effectively implement the Managing By Walking Around (MBWA) principles, proactively monitor Pret standards and see the shop through customers’ eyes
Shop profitability
Drive sales and profit through the Big 4 (Forecasting, Rota, Ordering & Production)
Contribute to labor efficiency considering customers, team and business needs and take appropriate action to resolve any labor efficiency issues
Continuously analyze and review shop results, proactively reacting to any challenges or obstacles and contribute to the development of a clear action plan to improve business profitability
Independently analyze stock take results, taking control of any issues by following the 7 Steps of Unaccounted stock
Ensure Pret’s Financial standards are always followed to minimize risk and ensure the safety of my team
Growing sales
Independently review the Coffee Manning, Till Manning, Till Usage Report, Hot Food plan or any other relevant report and identify ways to maximize opportunities to increase sales on each day part
Independently make effective labor distribution decisions when necessary
Effectively utilize merchandising guidelines and ensure marketing is used effectively to drive sales
Promote and grow catering and digital platform opportunities
DRIVE AND EMBED CHANGE
Lead daily team briefs, staff meetings, effective and planned 1:1s. Regularly and effectively communicate with the teams. This includes attendance at area meetings
Positively promote Pret, protecting our business integrity and escalating any causes of concern relating to this to my GM
Actively update and educate the team on any new standard or initiative to ensure this is successfully implemented and embedded in the shop
Listen to and give constructive feedback and seek ideas from the team to encourage two-way communication in the shop
Build a network with other AGMs to share best practices and keep abreast of area initiatives
Monitor my Key Roles’ attendance to Key Role meetings and ensure action items are effectively put into practice
Ensure and promote compliance with all Pret policies, procedures and regulations
PHYSICAL DEMANDS OF THE JOB
This position will require standing for long periods of time, pushing, lifting, and pulling heavy objects. At other times, this position may require sitting for long periods of time, working at a computer, and handling paper. This position will also demand working around food allergens and working around cleaning agents.
EQUAL EMPLOYMENT OPPORTUNITY STATEMENT
Pret is an equal opportunity employer