Customer Service Associate - Café Kitchen (Marks & Spencer)

About Al-Futtaim Group

Founded in the 1930s as a trading enterprise, Al-Futtaim Group has evolved into a highly diversified and progressive private company headquartered in Dubai, UAE. Operating through five divisions—automotive, financial services, real estate, retail, and healthcare—the group employs over 35,000 people across more than 20 countries throughout the Middle East, Asia, and Africa. Partnering with over 200 leading global brands, Al-Futtaim commits to entrepreneurial spirit and strong customer focus, responding continuously to the needs of the communities it serves. Guided by core values of respect, excellence, collaboration, and integrity, Al-Futtaim aims to enrich the aspirations and lives of its customers daily.

Role Overview

The Customer Service Associate in the Café Kitchen is tasked with preparing and serving top-quality food while upholding rigorous food safety, hygiene, and customer care standards specifically within the Marks & Spencer café setting. This role supports daily kitchen functions, ensuring adherence to food preparation guidelines and timely order fulfillment, all while maintaining cleanliness and operational excellence.

Key Responsibilities

• Prepare and cook menu selections following M&S Café recipes and presentation guidelines.
• Consistently produce food with accuracy and timeliness according to service schedule.
• Efficiently assemble customer orders, sustaining high quality throughout service.
• Assist in all kitchen activities including opening and closing procedures.
• Safely operate all food preparation equipment.
• Maintain strict food safety and hygiene standards compliant with HACCP, local municipality requirements, and M&S policies.
• Handle food storage, labeling, and temperature control safely.
• Clean and sanitize kitchen workstations, equipment, and utensils regularly.
• Monitor food quality by checking freshness and expiry dates, implementing FIFO inventory practices.
• Minimize waste through controlled portion sizes and stock rotation.
• Collaborate with front-of-house staff to ensure accurate, prompt delivery of orders.
• Maintain a positive, professional, and customer-oriented approach at all times.
• Promptly respond to customer inquiries related to food preparation.
• Support kitchen stock management including receiving deliveries and notifying management of shortages.
• Participate in inventory counts and waste reduction initiatives.
• Keep the kitchen organized, clean, and fully functional throughout operating hours.
• Prepare adequately for busy periods to maintain product availability.
• Adhere to health and safety policies, immediately reporting any hazards or equipment issues.
• Engage in daily briefings, training, and continuous improvement projects.
• Perform additional managerial tasks as assigned.

Candidate Requirements

• High school diploma or equivalent; hospitality or culinary certification is advantageous.
• Between 1 to 3 years of experience in cafes, restaurants, commercial kitchens, food retail, or hospitality sectors.
• Proven experience in food preparation with compliance to food safety protocols.
• Sound knowledge of HACCP, municipal regulations, and best hygiene practices.
• Experience working in fast-paced food service environments.
• Understanding of kitchen operations, food preparation, and inventory management.
• Proficient in English communication; Arabic language skills are a plus.
• Flexible to work varying shifts including weekends and public holidays.
• Physically able to stand for long durations and perform manual kitchen duties.

Skills Needed

• Passion for food preparation and hospitality service.
• Strong understanding of food safety and sanitation regulations.
• Attention to detail and skill in food presentation.
• Ability to work efficiently under pressure in a busy kitchen setting.
• Effective communication and teamwork abilities.
• Organizational and time management proficiency.
• Capability to multitask while ensuring quality.
• Customer-focused and positive attitude.

About Al-Futtaim Retail

Al-Futtaim Retail has established a strong presence across the Middle East, Africa, and Asia by partnering with prestigious international brands such as IKEA, ACE, Toys R Us, and the Inditex Group, among others. As a major global partner of Marks & Spencer with over 75 stores offering fashion and food, the company continues to expand by introducing new brands and adapting to market demands. With a diverse workforce representing over 100 nationalities across 12 countries, Al-Futtaim is committed to attracting top talent to further enhance its dynamic team.