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We’ve carved out a unique culture here at Carebrook (Pret Franchisee), where joy prevails, whether in the way we interact with customers or with each other, and there’s a positive atmosphere and a real team spirit. We stick to five principles to make everything work: we stay hungry, we care deeply, we share joy, we grow together and we welcome everyone. Join us to see what it’s like to work in a place where you can truly grow and thrive.
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 Mystery Shopper score 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.
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