Own the shift. Set the standard. Make every guest feel looked after.

We're opening new NALA stores in Dubai, and we're looking for an experienced and inspiring FOH Lead to take ownership of the Front of House experience on every shift.

This is not a role for someone who simply watches the floor.

You are the shift owner.

You'll run the floor, the till, the queue and the coffee pass, while leading the FOH team with calm, energy and purpose. You'll notice when standards start to slip and fix them in real time. You'll keep the team moving, protect the guest experience and make sure every shift finishes stronger than it started.

Your Mission

Put the guest first. Always.

The guest experience comes before everything else — in every decision, on every shift and in every interaction.

You'll be the person the team looks to when the store gets busy, when something goes wrong or when the energy needs lifting.

Your role is to create clarity, maintain momentum and make sure the team has everything they need to deliver great hospitality.

You'll also be fully cross-trained across the store. Every team member is expected to be trained, signed off and confident across both Front and Back of House. As the FOH Lead, you'll help build that flexibility into the team and make sure there are no weak points when service gets busy.

What You'll Be Responsible For

Shift Leadership & Standards

• Own the Front of House operation throughout every shift.
• Complete and sign off all FOH opening and closing procedures.
• Verify POS floats at opening and closing and immediately record any discrepancies.
• Complete a full floor walk-through every 30 minutes.
• Ensure every station is ready before the store opens.
• Keep standards high throughout service — not just at the beginning or end of the shift.
• Step in quickly when something isn't right and resolve it in the moment.
  
  

Store Setup & Presentation

• Own the complete FOH setup for every shift.
• Ensure floors are clean, dry and guest-ready.
• Ensure retail displays and grab-and-go merchandising are fully stocked, faced and presented to NALA standard.
• Keep the counter clear, organised and beautiful throughout service.
• Maintain the overall look and feel of the store from open to close.
  
  

Guest Experience & Recovery

• Protect the guest experience, particularly during busy periods or delays.
• Ensure no guest waits five minutes without receiving an update.
• When there is a delay, give the guest one clear explanation, one honest ETA and one solution.
• Take ownership of guest recovery from beginning to resolution.
• Handle complaints calmly, generously and professionally.
• Log all guest complaints and ensure they are handed to the General Manager before the end of the shift.
• Protect the mood of the floor — making sure the team remains warm, attentive and engaged even under pressure.
  
  

Coffee & Drinks

• Maintain NALA drink specifications throughout every shift.
• Taste coffee every two hours and recalibrate when required.
• Ensure every drink is built correctly and consistently.
• Stop and escalate any off-spec drink or substitution request before it reaches the guest.
• Keep the coffee pass moving efficiently during peak periods.
• Identify and resolve service delays before they become guest complaints.
  
  

Cash & POS Integrity

• Approve every no-sale drawer opening.
• Ensure all cash drawers are correctly reconciled before close.
• Monitor POS and payment activity throughout the shift.
• Immediately flag any payment anomaly or discrepancy — never wait until closing.
• Maintain complete accountability for till standards during your shift.
  
  

Team Leadership & Communication

• Brief the FOH team before every shift and ensure everyone understands the priorities for the day.
• Train, coach and support FOH Crew members throughout service.
• Make sure backups are trained, ready and positioned before every peak period.
• Allocate people according to the needs of the shift rather than allowing team members to stay in one lane.
• Reset the team's energy when it dips.
• Lead from the front and remain calm, positive and solutions-focused under pressure.
• Monitor QPPs weekly and use the information to improve performance.
• Complete and submit a shift report every night.
  
  

Dubai Standards & Compliance

Food safety, compliance and presentation are fundamental to the role and are non-negotiable.

You will be required to:

• Ensure a certified Person in Charge (PIC) is covering every shift.
• Ensure all FOH team members hold valid Occupational Health Cards.
• Ensure recognised food hygiene certifications and all required in-house certifications remain current.
• Enforce UAE menu standards on the floor, including VAT-inclusive pricing.
• Ensure accurate allergen information is available to guests.
• Ensure all region-specific cultural nuances are understood and consistently followed.
• Keep the Front of House inspection-ready to Dubai Municipality standards.
• Maintain high standards of uniform and personal presentation at all times.
  
  

What We're Looking For

We're looking for someone who is:

• A natural leader who enjoys taking ownership.
• Warm, confident and genuinely guest-focused.
• Calm and decisive when the store gets busy.
• Highly organised and comfortable managing multiple priorities at once.
• Strong on standards without losing warmth or humanity.
• Comfortable giving direction, coaching others and holding people accountable.
• Detail-focused and commercially aware.
• Confident with POS, cash handling and operational procedures.
• Passionate about coffee, food and hospitality.
• Proactive — you see what needs to happen and make it happen.
• A team player who understands that leadership means helping the people around you succeed.
  
  

Most importantly, you understand that being the shift owner means taking responsibility for everything the guest sees, feels and experiences.

Why NALA

NALA is part of a culture built around beautiful food, beautiful environments and engaging service. At the heart of the way we work are attention to detail, generosity, teamwork, leadership, excellence, delivery, quality, sustainability and innovation.

We believe every person is a leader — and that leadership means helping the people to the left and right of you.

As an FOH Lead, you'll have the opportunity to shape the culture of a new NALA store from the ground up, develop your team and play a direct role in creating the kind of hospitality guests want to come back to.

The standard is simple.

The drawer must balance.

The coffee must be right.

The floor must be ready.

The queue must keep moving.

The Team Must Know What's Happening.

And the guest must feel looked after.

If you're ready to take ownership, lead with energy and help build something special with NALA in Dubai, we'd love to meet you.

Join us at NALA.