The shift supervisor is responsible for assisting the store manager in maintaining a positive environment, which provides fast, efficient, and friendly service ensuring a Quality Experience for both our customers and team members. Shift supervisors assist in training, customer service, product knowledge and education, encouraging safe work practices, and a demonstrated commitment to our shop principles and procedures. This position directly supervises the baristas and kitchen staff and acts as the manager on duty in the absence of the store manager.

Store Operations:

• Maintains a clean, organized and stocked environment and when necessary assists in the distribution of product shipments.
• Manages the presentation and sales of menu items, merchandise, and artwork displayed in shop.
• Performs all POS duties, front and back of house functions including opening and closing procedures, coordinating with the store manager as necessary.
• Establishes effective and positive communication amongst all team members.
• Assists store manager in maintaining proper coverage and team member schedules ensuring that the store maintains customer service standards and team members adhere to standards and procedures.
• Ensures all cash handling procedures are upheld. Is accountable for store funds while running a shift.
• Assists store manager in planning and executing all sales promotions effectively and efficiently.
• Will provide guidance and actively set an example for team members.
• Follows and directs team members to follow store policies, procedures and adhere to merchandising and cleanliness standards.
• Promotes and practices safe work habits, reporting potential safety hazards, operational inconsistencies and team member incidents to the store manager. Reports/documents team member accidents, conducts initial investigation and determinations of root cause in the interest of maintaining a safe work environment.

Service:

• Is the Role Model for outstanding service and “owner” of the service initiative at his/her store during his/her shift.
• Pro-active in solving customer problems and satisfying customers in various situations.
• Ensures that all Team Members follow the coffee shop’s mission by greeting and responding to all customers with fast, efficient, friendly and personalized service. Strives to develop a rapport with customers by learning their names, favorite drinks and food items.
• Responds proactively to prevent customer service situations. Investigates and resolves customer incidents, documenting if necessary.
• Consistently monitors, coaches and encourages team members to meet the Company’s service standards.

Product:

• Follows all company drink recipes and procedures, maintaining the highest quality and consistent product standards.
• Ensures adequate supply, quality, and variability of baked goods and breakfast and lunch options.
• Ensures that all team members are educated on our products and services by developing an understanding of our various types of specialty coffees, tea products, blended drinks and roasts, as well as knowledge of local artists’ displays in shop.

Training & Development:

• Demonstrates the ability to lead, communicate and champion the coffee shop’s values and operating procedures.
• Provides coaching and training to baristas and other staff on performance expectations.

Qualifications:

• Minimum high school diploma or equivalent. Associates or undergraduate degree in related field preferred. Minimum one year of coffee shop or equivalent restaurant experience. Previous supervisory experience preferred.
• Must have or obtain Food Manager Certification within 60 days of employment.
• Must be honest, friendly, and responsible.
• Basic computer skills required. 
• Well-organized and detail-oriented and able to multi-task.
• This position will require frequent standing and use of hands and arms.
• Must be able to lift up to 30lbs and frequently bend and twist from the waist.
• Frequently required to use hand and finger motions, handle or feel objects, reach with hands and arms.
• Must be able to handle and prepare food, hot beverages, and work with sharp objects.
• Must have excellent verbal and written English communication skills.