Job Description Summary: In addition to meeting all expectations of a Barista and Shift Lead, a Shop Lead takes on full responsibility and leadership of overseeing the success of the shop. A Shop Lead oversees all aspects of the store in concert with the mission of WRC, while meeting or exceeding sales, profitability and staff morale. A Shop Lead is to be a positive leader and role model for all employees on staff.
Reports to: Director of Operations, Owners
Essential Responsibilities:
Customer Service
- Develop an understanding of the “customer experience” while at WRC;
- Practice and teach WRC Customer Service Recovery steps;
- Ensure prompt and polite customer service at all times;
- Resolve customer complaints in a manner that ensures they will continue patronize WRC;
- Intentionally create personal interactions with guests (touch every table);
- Make sure all staff provide a superior customer experience;
- Partner with upper management and staff alike in order to constantly improve the customer experience.
Staff
- Ensure compliance with appearance, dress code, etc., as outlined in the Handbook;
- Monitor proper staff deployment by Shift Leads;
- Treat all staff fairly;
- Participate in routine performance evaluations for staff;
- Provide staff members an environment for individual growth and development;
- Identify potential leaders to grow, motivate and train;
- Communicate to HR Manager individuals that are ready to take on more responsibility;
- Assist in training and developing Shift Leads on responsibilities within the shop;
- After taking appropriate coaching and corrective actions of staff members, refers staff discipline to HR manager;
- Monitor labor costs and make appropriate adjustments to the schedule, ensure staff is cut when warranted;
- Step up in the event a shift is not filled.
Quality Assurance
- Ensure that all products meet quality standards;
- Create an environment of cleanliness in the shop;
- Recognize and reward quality performance and customer service.
Administration
- Stay up-to-date with shop e-mail;
- Draft schedule for shop via HotSchedules every week;
- Ensure that all shop records are kept accurately and complete, i.e., Health Inspector;
- Responsible for making any adds/edits to employee hours by payroll deadline;
- Ensure that all weekly paperwork is printed and completed each week;
- Count and balance cash drawers daily, complete Cash Office in Revel;
- Make daily deposits and keep proper amount of petty cash;
- Monitor Daily sales and labor reports.
Maintenance
- Direct the daily, weekly and monthly maintenance of all shop equipment, including espresso machine, coffee brewer, grinder, ice machine, etc.;
- Ensure the appearance of the shop meets or exceeds the company standard;
- Ensure the outside of the shop (parking lot, patio, external windows and doors) are clean and neat;
- Develop and maintain the Duty Roster to ensure the whole shop (Café, BOH & FOH) is clean at all times;
- Ensure the shop is properly lit and a comfortable temperature for our guests;
- Maintain a safe environment for guests and staff;
- Adhere to all health department rules and regulations.
Inventory Management
- Oversee daily inventory orders for all supplies, ingredients, and bakery items to ensure operating supply;
- Oversee retail and bean inventory;
- Maintain par levels (internal and external, e.g., milk) to ensure shop is optimally stocked at all times;
- Monitor and manage waste;
- Coordinate merchandise returns and ensure proper credit is received from vendors.
Marketing
- Partner with Creative Team to create and execute marketing plans (foot marketing, taste testing, etc.), in order to increase store profitability and growth opportunity;
- Ensure marquee and/or signage is changed frequently and reflects current promotions;
- Update the retail area on a regular basis. Ensure retail shelves are kept clean;
- Ensure in-store pricing, menu boards, side signs, et. are updated and accurate.
Communication
- Keep staff informed of company news, events and current promotions;
- Stay up to date with direct communication, team communication and company announcements via Teams;
- Schedule and plan routine meetings with your shops Leadership;
- Attend and participate in monthly Leadership Meetings.
Personal Responsibility and Accountability
● Take pride in one’s appearance, hygiene and follow dress code;
● Respect co-workers, management and customers by showing up on time to every shift and following proper procedures to find coverage for a missed shift;
● Display appropriate behavior in the workplace at all times;
● Own the quality of work produced and holds self-responsible in correcting any mistakes that are made.
Job Type: Full-time
Pay: $19.00 - $21.94 per hour
Benefits:
- Employee discount
- Health insurance
- Paid time off
Schedule:
- 8 hour shift
- Day shift
- Evening shift
- Every weekend
- Monday to Friday
- Morning shift
- Weekends as needed
Supplemental pay types:
- Bonus opportunities
- Overtime pay
Ability to Commute:
Ability to Relocate:
- Dallas, TX: Relocate before starting work (Required)
Work Location: In person