Responsible for supervision of the Starbucks outlet, in accordance with hotel and Starbucks standards. Directs, implements and maintains a service and management philosophy which serves as a guide to respective staff.
- Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
- Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
- Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
- Maintain positive guest relations at all times.
- Be familiar with all hotel services/features and local attractions/activities to respond to guest inquiries accurately.
- Maintain and keep up-to-date with all incoming emails from Corporate Starbucks about current/upcoming promotions and new products.
- Resolve guest complaints, ensuring guest satisfaction.
- Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
- Maintain complete knowledge of:
- All food and beverage selections available.
- All menu items.
- Outlet layouts, table/seat/station numbers, proper table set-ups, room capacity, hours of operation, price range and dress code.
- POS and manual system procedures.
- Daily house count, arrivals/departures, VIPs.
- Scheduled in-house group activities, locations and times.
- Correct maintenance and use of equipment.
- All department policies/service procedures.
- Maintain complete knowledge and strictly abide by state regulations.
- Check storage areas for proper supplies, organization and cleanliness. Instruct designated personnel to rectify any cleanliness/organization deficiencies.
- Participate in inventory and ordering maintenance policies and practices.
- Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business.
- Ensure that transfer slips and spill sheets are filled out and distributed in accordance with departmental standards.
- Inspect outlet; check for cleanliness, neatness and agreement to departmental standards; rectify deficiencies with respective personnel.
- Inspect all aspects of the outlet environment ensuring compliance with standards of cleanliness and order. Direct respective personnel to rectify deficiencies.
- Maintain a current drink recipe book/list.
- Periodically check with the Front Desk to review updates on house count and arrivals.
- Ensure that staff report to work as scheduled. Document any late or absent employees.
- Coordinate breaks for staff.
- Assign work and side duties to staff in accordance with departmental procedures. Communicate additions or changes to the assignments as they arise throughout the shift.
- Conduct pre-shift meeting with staff and review all information pertinent to the day's business.
- Inspect grooming and attire of staff; rectify any deficiencies.
- Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
- Coordinate music tapes, ensuring correct volume and appropriateness to clientele.
- Monitor set-up and service, ensuring agreement to Hotel standards.
- Constantly monitor staff performance in all phases of service and job functions, ensuring that all procedures are carried out to departmental standards; communicate any deficiencies with respective personnel to Starbucks Manager.
- Check the pick-up station and side stations, ensuring agreement to standards of cleanliness, supply of stock and organization.
- Anticipate heavy business times and organize procedures to handle extended waiting lines.
- Monitor and handle problems with guests.
- Monitor guest reactions and confer frequently with service staff to ensure guest satisfaction.
- Check the status of all orders and ensure that they are prepared and delivered within designated timelines.
- Monitor and ensure that all tables are cleared according to department procedures.
- Assist staff with their job functions to ensure optimum service to guests.