Employment
Shift Supervisor
Job Summary and Mission
This job contributes to Serda’s success by assisting the store manager in executing store operations during scheduled shifts. This job deploys partners and delegates tasks so that partners can create and maintain the Serda’s Experience for our customers. The incumbent is responsible for modeling and acting in accordance with Serda’s guiding principles.
Summary of Key Responsibilities
Responsibilities and essential job functions include but are not limited to the following:
• Acts with integrity, honesty and knowledge that promote the culture, values and mission of Serda’s. Maintains a calm demeanor during periods of high volume or unusual events to keep store operating to standard and to set a positive example for the shift team.
• Anticipates customer and store needs by constantly evaluating environment and customers for cues. Communicates information to manager so that the team can respond as necessary to create the Third Place environment during each shift.
• Assists with new partner training by positively reinforcing successful performance and giving respectful and encouraging coaching as needed. Provides feedback to store manager on partner performance during shift.
• Contributes to positive team environment by recognizing alarms or changes in partner morale and performance and communicating them to the store manager.
• Creates a positive learning environment by providing clear, specific, timely and respectful coaching and feedback to partners on shift to ensure operational excellence and to improve partner performance.
• Delivers legendary customer service to all customers by acting with a customer comes first attitude and connecting with the customer. Discovers and responds to customer needs.
• Develops positive relationships with shift team by understanding and addressing individual motivation, needs and concerns.
• During shift, directs partners to various workstations to reduce bottlenecks and maintain speed of service. Ensures partners meet operational needs and cleanliness standards.
• Executes store operations during scheduled shifts. Organizes opening and closing duties as assigned.
• Follows Serda’s operational policies and procedures, including those for cash handling and safety and security, to ensure the safety of all partners during each shift.
• Follows all cash management and cash register policies and ensures proper cash management practices are followed by shift team.
• Follows up with baristas during the shift to ensure the delivery of legendary customer service for all customers.
• Maintains regular and consistent attendance and punctuality.
• Provides quality beverages, whole bean, and food products consistently for all customers by adhering to all recipe and presentation standards. Follows health, safety and sanitation guidelines for all products.
• Recognizes and reinforces individual and team accomplishments by using existing organizational tools and by collaborating with store manager to find new, creative, and effective methods of recognition.
• Utilizes operational tools to achieve operational excellence during the shift.
Summary of Experience
• Customer service experience in a retail or restaurant environment (1 year)
• Required Knowledge, Skills and Abilities
• Ability to develop and maintain effective working relationships
• Ability to direct the work of others
• Ability to learn quickly
• Ability to work in a team
• Effective oral communication skills
• Knowledge of the retail environment
• Strong interpersonal skills
Physical Requirements
Proficiency Ratings Legend
O = Occasional (up to 25% of time)
F = Frequent (26%-74% of time)
C = Constant (75% or more of time)
Requirement
• Bending/Twisting: Continual, intermittent flexing or rotation of the wrist(s) and spine. (F)
• Carrying: Moving an object, usually by holding it in hands or arms, or o shoulders. (O - up to 40 lbs)
• Climbing: Ascending or descending ladders, stairs, ramps, poles, and the like, using feet and legs, and hands and arms. (O)
• Computer: Usage or other special equipment operated. (C - Bar equipment/POS Register)
• Handling: Seizing, holding, grasping, turning, or otherwise performing precision work with hand or hands. (C - Around bar area)
• Hearing: Receiving detailed information through oral communication. (C)
• Kneeling: Bending legs at knees to come to rest on knee(s). (F)
• Lifting: Raising or lowering an object from one level to another using hands, arms and shoulders, back and legs. (O - up to 40 lbs)
• Pushing/Pulling: Exerting force upon an object so that the object moves away from or toward the force. (O - up to 40 lbs)
• Reaching: Extending hand(s) and arm(s) in any direction. (C - Around bar area)
• Sitting: Remaining in the normal seated position. (O)
• Standing/Walking: Remaining on one's feet in an upright position at a workstation or moving about a work area. (C - Up to 90% of the time)
• Stooping: Bending body downward and forward by bending spine at the wais (F)
• Talking: Expressing or exchanging ideas by means of the spoken word. (C)
• Tasting/Smelling: Distinguishing, with a degree of accuracy, differences or similarities in intensity or quality of flavors and/or odors. (O)
• Vision: Clarity of vision at near and/or far distances. (C)
