Team Captain

Team Captain Coffee Shops September 2019

The Team Captain, in close partnership with the General Manager (GM) and Area General Manager, is responsible for the local experience in the coffee shop, as well as maintaining a cohesive, efficient and positive store environment. The Team Captain ensures that teammates are in the right place, doing the right things at the right time, to provide the local with a genuine daily escape. Assisting the GM in building a cohesive, efficient and stable team, the Team Captain acts as manager on duty in the absence of the GM. With keen awareness of the store's financial performance the Team Captain drives the efficiency and recognition in the store to maximize and meet sales targets & average customer spend. The Team Captain understands & role models the Steps of Service, trains and directs the team to perform consistently.

Positioning: The Team Captain is typically positioned behind the bar working alongside the team, frequently working on the POS station whilst overseeing the coffee shop as a whole, to ensure locals are receiving excellent & fast service, and that the store is clean.

Ownership:

Keen eye for detail and eyes over the store, the Team Captain sees locals needs, benches that need to be cleaned, a wobbly table, plates needed for clearing, etc and directs the team to act accordingly. In a busy environment, the Team Captain is all hands on deck and pitches in.

Keeps the team motivated, engaged & busy during busy & down time; delegates to ensure all locals are serviced, all tasks are completed.

Supports the GM or Area GM in achieving the efficient scheduling of all line team members while on shift, i.e. proactively sending people home early if the store is quiet

Leads by example and reflects the company's competencies & behaviors at all times.

Responsible for overseeing waste management & inventory within their coffee shop.

Provides feedback to GM or Area GM in their absence, at end of day, so adjustments can be made going forward: i.e. staffing opportunities, product needs/waste, customer requests or issues.

Assists in onboarding and development of new team members. Has clear understanding of what good looks like in store.

Working closely with the GM or Area GM ensure teammates are performing to expectations at all times, work together to create action plan to address performance needs.

Speed:

Drives sales in the coffee shop, ensuring aces in places and constantly upselling.

Is a peer, coach and mentor. Develops teams to continuously improve performance & reach goals.

Quality Product:

Helps to develop a cohesive team and encourages the vision and culture of Bluestone Lane and work together towards achieving the common goals across the store.

Assists as needed in ordering appropriate stock levels.

Reports any issues with suppliers in a timely manner to the GM or Area GM.

Follows implemented systems, to avoid wastage of food and beverage product.

Ensures proper measures are in place to achieve the correct handling of food and beverage product to retain its freshness and quality.

Maintains accurate product knowledge and ensures all team members follow specifications especially adhering to portion control in line with appropriate costing for a dish or beverage to avoid wastage of food and beverage product.

Recognition:

First point of contact for locals and displays Aussie optimism and energy.

Communicates and interacts with locals using clear and enthusiastic words, tone of voice and body language. Makes locals feel appreciated and valued throughout interactions.

Sets tone in store brings energy in everything you do.

Builds strong connection with locals. Learns names and creates a personal connection with them to build repeat business and create a daily escape.

Understands locals' community. Awareness of trends and competition in the area.

Participates in projects to increase average check, daily sales, and operational profitability and develop a loyal local base.

Cleanliness:

Regularly comes around the bar (average of once every 15-20 minutes) to clean and restock condiment stations, clear and wipe down tables & counters.

Supports the management of cleaning schedules on a daily, weekly and monthly basis and ensures deep cleans are performed regularly. Maintains an organized and clean working environment.

Maintains DOH standards and ensures proper protocol is being followed daily.

Completes store opening and closing procedures accurately and efficiently.

Ensures expectations are met in all areas of the store regarding safety, cleaning, storage, ordering and sanitation for the store, escalating issues as required to the GM or Area GM.

Measures of Success:

Cross-functional operations - flexible and agile moving from machine to serving local at POS, service focused and quality driven.

Team understand and follow direction; seen as mentor and coach to teammates.

Store team members stability and efficiency.

Locals feel welcomed & special when entering & while at the store.

Achievement of stores sales revenue & achieving the success factors for coffee shops.

Locals walk into store to place an order and paying at POS within 2 minutes.

Average pick-up time from leaving POS is 2 minutes for coffee and 5 minutes for coffee & food.

Skills, Knowledge & Experience:

You possess a passion for customer service.

You have worked in hospitality for minimum of 3 years.

You have at least one year of supervisory experience.

You are able to work in high-pressure, fast-paced work environment.

You are well-organized and detail-oriented, you are able to view the workspace with a fresh set of eyes each day.

You have experience using a Point of Sale (POS) system.

You demonstrate the desire and ability to lead, communicate and train team members. You have accreditation with the Department of Health for Food Protection Certificate & Bluestone Lane Barista Accreditation.

You possess strong interpersonal, leadership and verbal communication skills.

Ability to stand for extended periods and lift up to 40lbs.

Work Environment: Working conditions are typically indoors in environmentally controlled conditions. While performing the duties of this job, the employee is regularly required to talk or hear. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.