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
Founded in 1986 in London, Pret A Manger set out with a simple mission – to create handmade food that you couldn’t find anywhere else. What started as a small shop has grown into an international business, with hundreds of shops across the world, serving millions of customers every year.
As Pret continues to evolve as a dynamic, customer-focused business, we remain true to our roots – freshly preparing our food in shop kitchens throughout the day with high-quality ingredients, brewing organic coffee, and maintaining a deep commitment to sustainability.
Our people are at the heart of our success. We believe in being kind, being generous, and being honest – values that shape everything we do. It’s why, at the end of each day, we donate as much of our unsold food as possible to those who need it most. And why we support those experiencing homelessness through The Pret Foundation.
We welcome passionate, hardworking, wonderful people (like you!) who bring energy and enthusiasm to their work, and we give them the chance to shine. Pret is a place full of opportunities to grow, whether it’s through training, career progression, or the many ways we come together to give back.
Join us, and be part of something truly special.
