Starbucks Team Leader – Role Summary Reporting to: Starbucks Manager Direct Reports: Baristas CORE PURPOSE. Only read on if; • You’re passionate about fresh food and great customer service in a proper pub setting • You want to support your Manager to inspire and drive a team to really excel and deliver fantastic sales and a key profit stream within our business. By …………….. ensuring a memorable experience for every guest, every time! We’re no ordinary hotel business. VILLAGE hotels with vibe, is a unique concept. Ours is a design-led, inspirational and multi-faceted product, attractive to a diverse customer base where locals are as valuable as corporate and leisure guests and we strive to consistently deliver “more than” to our guests. The introduction of Starbucks into our brand means that we offer something no other hotel can. Your role is to deliver fantastic service and products, which meet and exceed both Starbucks and Village expectations. You will lead your shift to deliver the highest standards in the industry by providing great coffee, great food and great service every time with the passion that we pride ourselves on. Your efforts go on working with the Team Manager to motivate the team, manage your business and understanding and delivering what it is that makes good customer service great. You achieve this by training the team in the delivery of great standards and service and taking a hands-on approach, characterised by energy and attention to driving standards. You relish the responsibility ad the opportunity to learn from your Manager whilst truly owning the performance of Starbucks, getting a real buzz from its success and deputising for the Manager in their absence. Responsible for: • People – You make sure that the right people are in the right place at the right time. They’re trained and supported to a level like no other in the industry. You instil and sustain a culture of commitment and excellence with appropriate levels of informality and fun whilst living the culture of Starbucks quality. • Presentation and standards – In line with Operational standards for Village and Starbucks, you will help run a very tight ship with your own areas of responsibility. Your products, the branding, the presentation and the layout with all be up to spec and your Starbucks record for hygiene, health and safety and stock controls will be top drawer. • A great customer experience – for all of those wanting the Starbucks experience, whether they be outside customers or residents, they know that this Starbucks is the one to come to. • Product knowledge – Product knowledge is key to the Starbucks experience. You and your teams will know everything there is to know about the coffee you sell. • Communications – with your team on a daily basis, the kitchen team and guests/leisure members, so that everyone knows what our offering is and is encouraged to try it and return for more. • Starbucks Performance – you ensure that your Starbucks contributes to overall hotel performance targets appropriately through demonstrating a sales driven achievable budgets. Further, add value to overall hotel performance through teamwork with Hotel management and other Team Leaders. Accountable for: • Results – achieve agreed sales and cost control targets but not at the expense of quality. • Quality – of product and presentation of food, drink and premises. Attention to detail. Overall a ‘smoothly run’ operation. • Great Service – Always looking to improve. Query/complaint resolution to be swift and effective. Mystery guest scores to be at/in excess of agreed targets. Seen as the Host by customers and your team. • Leadership – provide support, motivation and a great example for your team members. Role model our standards relentlessly. Your enthusiasm is infectious and catching! • Management and development of talented people – day to day rotas, coaching and supporting the Manager in conducting performance reviews, helping to develop individuals to excel in their own role and have potential for career progression within Village. Communicate and focus areas, targets, and updates. Delivery of department training plan. • Financial Performance – Treat the Starbucks as if it was your own business. Drive sales but not in an aggressive way. Helping to contain costs through developing your understanding department P&L and making sure that day-to-day, your operation runs as efficiently as it can. Manage day to day cash handling and security of monies received. • Statutory compliance – including all Starbucks related Health and Safety obligations. Person Spec • Track record of achievement and experience in busy customer facing retail environment. • Results driven, with a sense of urgency about achieving objectives and a problem solving approach. • Personality – customer facing presence, rapport builder, host. • Calm and assured under pressure. • Passion for F&B product and service. Pacy and energetic. Dynamic. “can do” • Leadership capability – leads from the front and delegates effectively. • Plate spinner and problem solver. Well organised and structured in approach. • Commercially savvy – awareness of how to make the Department perform to agreed targets. Is interested in market developments. • Confidence to demand high standards from others, challenge upwards for appropriate resources, to make your Starbucks the best.