Position Responsibilities :
●Demonstrates a
calm demeanor during periods of high volume or unusual events and manages
smooth transitions thereafter to keep outlet operating to standard and to set a
positive example at outlet level.
●Displays a “Customer
Comes First” attitude by training and holding Outlet Supervisors and Baristas
accountable for delivering exceptional customer service.
● Manages with
integrity, honesty and knowledge that promote the culture, values, and mission
of ZUS Coffee.
●Plans, identifies,
communicates, and delegates appropriate responsibilities and practices to
Outlet Supervisors and Baristas to ensure smooth flow of operation.
● Provides coaching
and direction to the outlet team to take action and to achieve operational
goals. Constantly reviews outlet environment and key business indicators to
identify problems, concerns, and opportunities for improvement to provide
coaching and direction to the outlet team to achieve operational goals.
● Monitors and
manages outlet staffing levels to ensure team development and talent
acquisition to achieve and maintain outlet operational requirements based on
Labor Cost.
●Utilise the
existing tools to identify and prioritise communications and regularly uses
discretion to filter communications to the outlet team.
● Communicates clearly,
concisely and accurately in order to ensure effective outlet operations.
● Actively manages Outlet Supervisors and Baristas by regularly conducting performance assessments, providing feedback, and setting challenging goals to improve individual and team performance.
● Manages ongoing individual and team performance using performance management tools to support organisational objectives.
● Challenges and inspires team members to achieve business results.
● Develops and maintains positive relationships with partners in the district by understanding and addressing individual motivation, needs and concerns.
● Ensures partners adhere to legal and operational compliance requirements.
● Recognizes and reinforces individual and team accomplishments by using existing organisational tools and programs as well as by finding new, creative, and effective methods of recognition.
● Utilise and demonstrate effective management principles and practices to create and maintain a successful team resulting in an environment where staffs are valued and respected.
● Ensures adherence to applicable wage and hour laws for nonexempt staffs and minors
● Solicits customer feedback to understand customer needs and the needs of the local community.
● Uses all operational tools to plan for and achieve operational excellence in the Outlet. Tools include Dashboard, Scorecards, Operations Metric, Dashboards, ServeDeck, HubDoc, Rymnet, Labor Scheduling, Monthly Status Report, Quarterly Business Review, Cash management and Inventory management.
● Uses discretion in accessing external resources to support store operations and to execute district and regional initiatives. Resources include HR, Marketing, QAQC, IT & Tech, Product Development, and Academy departments.
● Utilizes management information tools and analyzes financial reports to identify and address trends and issues in store performance.