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Shift Supervisor
Reports to: Store Manager Department: Retail Operations Location: In store
Please ensure that you upload your CV upon application.
Job Summary and Mission
To contribute to Starbucks’ success by assisting the Store Manager in executing store operations during scheduled shifts. To deploy partners and delegate tasks so that partners can create and maintain the Starbucks Experience for our customers.
This partner is responsible for acting in accordance with, and as an ambassador for Starbucks guiding principles, culture and values; embracing the coffee culture and keeping it at the heart of everything we do.
Key Responsibilities
Responsibilities include but are not limited to the following:
Shift Leadership
Builds relationships and delivers legendary customer service by acting with a “customer comes first” attitude, engaging the customer in conversation, and connecting with them. Discovers and responds to customer needs. Follows up with baristas during the shift to ensure the delivery of legendary customer service for all customers
Takes responsibility for the shift by directing partners to ensure shift runs smoothly and speed of service, cleanliness standards, and operational needs are met
Acts with integrity, honesty, and knowledge that promotes the culture, values, and mission of Starbucks. Maintains a calm exterior presence during periods of high volume or unusual events to keep store operating to standard and to set a positive example for the shift team
Anticipates customer and store needs by constantly evaluating environment and customers for cues. Communicates information to manager so that the team can respond as necessary to create the “third Place” environment during each shift
Through all actions and decisions contributes to profitability and building of sales in the store
Planning and Execution
Execution of promotions as directed by Store Manager
Takes responsibility for ensuring store facilities are maintained and operational during their shift. Escalates and reports breakdowns to relevant vendor
Uses management reports to assist Store Manager with labour and orders as required
Planning and communicating the deployment for each shift to enable the delivery of operational
procedures at the same time as maintaining the Starbucks Experience (on the job coaching, training, coffee tasting, food ordering, values walk and shift handover)
Monitoring and coaching on standards on shift
Through all actions and decisions contributes to profitability and building of sales in the store
Business Requirements
Executes store operations during scheduled shifts. Organises opening and closing duties as assigned
Follows operational procedures, including those for cash handling, health and safety, and security to ensure the safety of self, customers and partners at all times. Utilises operational tools to achieve operational excellence during the shift
Follows all cash management and cash register policies and ensures proper cash management practices are followed by shift team
Completes store paperwork as necessary and as directed by the Store Manager
Provides quality beverages, whole bean, and food products consistently for all customers by adhering to all recipe and presentation standards. Follows health, safety and sanitation guidelines for all products.
Coaches partners to consistently achieve the same standards
Partner Development
Creates a positive learning environment by communicating clear expectations to the partners on shift, and providing specific, timely, and respectful coaching and feedback to improve partner performance and ensure operational excellence
Recognises and reinforces individual and team accomplishments by using existing organisational tools and by working with the Store Manager to find new, creative and impactful methods of recognition
Assists with new partner training by positively reinforcing successful performance and giving respectful and encouraging coaching as needed. Provides feedback to Store Manager on partner performance during shift
Develops positive relationships with shift team by understanding and addressing individual motivation, needs, and concerns
Key Contacts – Internal Key Contacts – External
Store Manager customers
Licensed Store District Manager suppliers partners from other stores Maintenance help desk internal departments
Decision Making Parameters
Makes decisions required to ensure shift runs smoothly. May require communication with store
manager. Makes decisions to issue service recovery vouchers to customers as appropriate**.**
Determines jobs that are priorities, although this can be overturned by assistant manager/store
manager
Special Conditions
The role involves a lot of standing/moving on one’s feet for the majority of the day. Works in an
environment that serves hot beverages and therefore it can get very warm behind the espresso bar – especially in the summer months.
Experience
6 months supervisory experience in a retail or food/beverage environment. Internal candidates must have completed all of barista Core 1 and Core 2 training.
Core Competencies Customer Focus Ethics and Integrity Personal Learning Interpersonal Savvy Composure
Decision Making Dealing with Ambiguity Results Oriented
Work Standards* Coaching*
*Job Specific competencies for Shift Supervisors