SHOPS Monday-Friday: 9am – 8pm | Saturday: 9am - 7pm | Sunday: 11am - 5pm
RESTAURANTS Open until 10pm

SHOPS Monday-Friday: 9am – 8pm | Saturday: 9am - 7pm | Sunday: 11am - 5pm
RESTAURANTS Open until 10pm

My Centre: MK:

Supervisor Role at Ori Caffe in John Lewis

John Lewis & Partners

Supervisor Role at Ori Caffe in John Lewis

Supervisor Role at Ori Caffe 30-40 hrs


To work closely with the unit management to ensure that the unit is supervised as per company operating procedures and standards, so that unit sales and profits are maximised.



Our Mission - “Delicious food and drink created and served with love and passion”

Our Vision - “To be the preferred destination for customers to eat, drink and relax and an employer of choice attracting the best talent”

5 CORE VALUES that represent our company

SERVICE EXCELLENCE - We strive to provide our customers with exceptional service, great food and drink in a warm welcoming atmosphere.

QUALITY - We produce and serve fresh, tasty food and drink of a consistently high quality.

PASSION - We are passionate and enthusiastic and love what we do.

FAMILY VALUES - A family business with genuine heritage providing an open, honest and caring environment for our teams and our customers

SUCCESS - We celebrate success, recognising and rewarding the achievements of individuals and teams. Our belief is that you can never stand still and we must constantly strive for improvements throughout our business.


Key Responsibilities


Smile and meet every customer with a warm welcome, ensuring eye contact is maintained. To encourage and lead your team to be polite, friendly and helpful at all times in order that the highest levels of customer care are provided.

Deal with individual customer requests appropriately and efficiently.

Listen to the customers, find out what the customer requires and offer suggestions when required.

Listen to any customer complaints and take the appropriate action to resolve or seek the assistance of your manager if support is required.       

Ensure your team offer a ‘Taste before you buy’ if customers are unsure about dishes such as curries/chilli.

Be available during peak periods to ensure a consistent level of customer service is being implemented.

Be available to support families with children and pre-empt the need for high chairs if available.

Take time out to periodically talk to customers to build relationships.

Encourage your team to remove food covers/trays from tables in order that customers enjoy their meal on a clutter free table.



Be fully aware of budgeted sales targets and share with the team in order that this is used to achieve/supersede sales.

Encourage your team to support customers with selecting menu items by explaining content/price/popularity/vegan.

Regularly re brief your team to make the most of sales opportunities by encouraging the customer to buy something new or have extra portions.

To ensure counter top displays, menus, display units are clean, attractive and appropriate

To oversee that all the team take an active part in any unit sales promotions and make your own suggestions to help increase sales.

To give any information that might lead to new business to the manager.



Inform manager of any concerns related to the suspected theft of cash or stock.

Support the manager with any ad hoc employee bag/locker searches.

To investigate all overs/unders on the day and report all discrepancies to the manager.

Ensure that all floats/keys/stock is securely locked away at the end of service.

To communicate with your manager when you see ways to improve activities or reduce costs.



Be prepared to cover/support the unit when the manager is away and cover any other absences in the unit when necessary.

With reasonable notice, be prepared to work additional hours or in other Massarella operations to meet the needs of the business.

To participate in training/coaching sessions when required.

Support your manager by delivering parts of the Induction training to new starters.

To ensure your team put into practice all briefing and training session initiatives carried out by the manger or yourself.

To motivate catering assistants, promoting teamwork within the unit and liaising with unit management in the event of any problems with staff performance.

Be prepared to help out the rest of the team in a willing and positive manner.

To execute our ‘Family Values’ by being friendly, pleasant and polite to your work colleagues.

To comply with the company training policy and to work with the unit management to ensure that all catering assistants are trained on an on-going basis to company standards, so that they may carry out their duties competently and safely.


How to Apply: Please send your CV to Wayne, the Unit Manager: