Position Summary

The Retail Shift Lead assists the Retail Manager with all aspects of the coffeebar’s daily operations. The Shift Lead supervises staff, and demonstrates outstanding hospitality skills through the execution of high quality beverages, customer engagement, excellent product knowledge and superior barista skills

Duties and

Responsibilities

Leadership and Operations

• Support, demonstrate, and ensure proper store procedures from all staff, to include cash handling, attendance, product standards, and all other operational best practices

• Adhere to all company policies and protocols, both behind the bar and at the front of house, while maintaining a clean and organized work space so fellow team members can locate resources and products quickly

• Ensure that the company’s brand is properly reflected by keeping a well maintained, clean, well-organized and stocked coffeebar

• Uphold the company’s standards regarding merchandising, inventory and rotation of store products

• Responsible for the opening and/or closing of the coffeebar and all associated protocols

• Maintain accurate records and paperwork including daily sales results, inventory and cash drawer reconciliation

• Coordinate all communication with the Retail Manager

• Offer relevant, thoughtful ideas and suggestions for improving operations

• Ensure adherence to the company’s dress code, as well as all health and safety requirements

Drink Quality/Education

• Prepare and serve coffee and tea beverages that adhere to the company’s freshness and quality standards ensuring that they consistently reflect the company’s recipe and presentation standards

• Maintain coffee knowledge on current offerings and confidently and accurately communicate product information to customers

• Actively participate in coffee and tea tastings to further product knowledge and help identify any issues or deficiencies

• Educate customers and staff on all coffee and teas carried

• Assist in the training and development of new staff

• Attend training sessions to constantly advance education on coffee, tea, merchandise, and espresso bar skills; work with the coffeebar’s Educator to further your barista skills

• Demonstrate an ongoing pursuit of education, training, and industry trends

Customer Engagement

• Ensure customers are warmly received and welcomed; engage the customers in a sincere and friendly manner, including greeting customers with a smile, thanking them for their patronage, and preparing drinks in an expedient manner

• Respond to questions, orders, and concerns with patience, confidence, and professionalism

• Engage customers about their drink preferences and tailor suggestions accordingly

• Facilitate easy dialogue with customers regarding other product offerings, including whole bean coffee, tea, complementary food offerings, merchandise, as well as any current promotions

• Handle all customer complaints/issues

 Coffeebar Initiatives

• Participate in store-wide profit initiatives

• Offer strategic input or suggestions as to how to increase store profitability  

• Demonstrate initiative with routine tasks