Susan Schook

• Demonstrates a calm demeanor during periods of high volume or unusual events and manages smooth transitions thereafter to keep the store operating to standard and to set a positive example for store partners.
• Displays a customer comes first attitude by training and holding partners accountable for delivering world-class customer service.
• Drives the implementation of company programs by developing action plans and directly motivating and instructing the store team to implement them to meet operational and organizational objectives.
• Manages with integrity, honesty and knowledge that promote the culture, values and mission of Starbucks.
• Plans, identifies, communicates, and delegates appropriate responsibilities and practices to store partners to ensure smooth flow of operations.
• Provides coaching and direction to store partners to take action and to achieve operational goals.
• Constantly reviews store environment and key business indicators to identify problems, concerns, and opportunities for improvement to provide coaching and direction to the store team to achieve operational goals.
• Monitors and manages store staffing levels to ensure partner development and talent acquisition plans will achieve and maintain store operational requirements.
• Utilizes existing tools to identify and prioritize communications and regularly uses discretion to filter communications to the store team. Communicates clearly, concisely and accurately to ensure effective store operations.
• Ensures adherence to applicable wage and hour laws for nonexempt partners and minors.
• Solicits customer feedback and proactively researches local markets to understand customer and community needs.
• Uses all operational tools to plan for and achieve operational excellence in the store. Tools include Staffing and Scheduling, Teaching and Training, Inventory, Cash Handling, Clean and Maintained Stores and Business Analysis.
• Uses discretion in accessing retail support partners to support store operations and to execute district and regional initiatives. Resources include Partner Resources, Marketing, Partner & Asset Protection, Food & Beverage, Coffee, and Retail Implementation departments.

• Acts with integrity, honesty and knowledge that promote culture, values and mission of Starbucks.
• Maintains calm demeanor during periods of high volume or unusual events to keep store operating to standard and to set positive example for 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 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 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 world-class 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 and maintains positive relationships with partners by creating an inclusive culture and understanding and acknowledging individual experiences, motivations, needs, and concerns.
• Executes store operations during scheduled shifts. Organizes opening and closing duties as assigned.
• Follows Starbucks operational policies and procedures, including those for cash handling and safety and security, to ensure 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 shift to ensure the delivery of world-class customer service for all customers.
• 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 the store manager to find new, creative, and effective methods of recognition.
• Utilizes operational tools to achieve operational excellence during the shift.
• Maintains regular and punctual attendance.

• Acts with integrity, honesty and knowledge that promote the culture, values and mission of Starbucks.
• 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.
• Contributes to a positive team environment by recognizing alarms or changes in partner morale and performance and communicating them to the store manager.
• Delivers world-class customer service to all customers by acting with a customer comes first attitude and connecting with the customer.
• Discovers and responds to customer needs.
• Follows Starbucks operational policies and procedures, including those for cash handling and safety and security, to ensure the safety of all partners during each shift.
• Maintains a clean and organized workspace so that partners can locate resources and products as needed.
• 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 methods.
• Maintains regular and punctual attendance.

• Work on the café floor which requires physical activity (i.e., prolonged standing, repetitive bending, lifting, climbing, operating espresso machines).
• Excel in delivering the café customer experience and motivating the café team.
• Ensure a vibrant Café by delivering on our commitment to presentation and cleanliness.
• Keep a full and clean bake case throughout the day through the effective use of prep sheets.
• Prepare for and effectively execute all product limited time only launches.
• Review category sales, inventory quantities and product waste reports to maximize our sales and profitability.
• Follow café ordering practices for a diverse product mix.
• Ensure quality standards in preparation and presentation standards of beverages and food.
• Create a positive learning environment by providing clear, specific, timely and respectful coaching and feedback to ensure operational excellence and to improve team member performance.
• Support the café team using company provided training and coaching tools.
• Demonstrate operational excellence to maximize efficiency.
• Ensure compliance with café standards as it pertains to safety, customer communications and all store operations.
• Communicate with the store and café team respectfully and in a timely manner, sharing key issues and messages.
• Support the café market leader in their management of your team.
• Support the café market leader in their initiatives both within your café, and within those of others in your market.

Knowledge&Experience:

• Solid café, food service or hospitality knowledge.
• Passionate about the café business and have excellent standards of service.
• Ability to communicate effectively and comfortably.
• Understand the café business and impact of ordering and sales upon results.
• Experience building collaborative and productive working relationships at all levels.
• Can empathize with and understand people.
• Deliver honest and constructive feedback.
• Can solve problems through good decision making and knows when to take partnership.

Expected Behaviors

• Prioritize customer experience above all else.
• Achieve consistent results and profitability.
• Demonstrate collaboration and ability to adjust style to meet individual needs.
• Provide clear direction, monitor progress and provide appropriate feedback.
• Motivate a team of people through engagement and focused dialogue.
• Open to feedback and can reflect on this insight to develop and grow.
• Show adaptability and work with a sense of urgency all the time.
• Self-aware and understand how your actions impact others.

• Work on the café floor which requires physical activity (i.e., prolonged standing, repetitive bending, lifting, climbing, operating espresso machines) and sales floor when needed.

• Deliver the perfect beverage that exceeds customer with your ability to engage, build rapport, listen, and provide friendly, fast service as you go through a tailored order creating approach.

• Make relevant beverage and food recommendations ensuring an engaging experience with the customers that connects them with the right products to meet their needs.

• Ensure that the Café is welcoming to all customers by having a stocked bake case and neatly displayed merchandise.

• Take pride in the Café and place a priority on ensuring a clean and tidy environment knowing that cleanliness encompasses all aspects of the customer experience. .

• Execute all operational standards correctly, in a timely manner and in accordance with the café standards, safety and health codes.

• Protect company assets by adhering to all processes and working efficiently to control waste and shrink.

• Recognize and offer to help both customers and employees with urgency and care.

Knowledge & Experience

• Passionate about the products we serve.

• Positive and can-do attitude.

• Enjoy working with people.

• Listen to people and enjoy solving problems.

• Make correct recommendations for handcrafted beverages and food items that satisfy the customer.

• Well-organized, efficient, and able to multi-task.

• Can clearly and respectfully communicate and express oneself.

Expected Behaviors

• Treat customers as the first priority at all times.

• Take initiative and consistently grow and expand café knowledge.

• Enjoy making recommendations and engaging with others.

• Exhibit and demonstrate initiative.

• Support company goals and initiatives and is a team player.

• Show respect and kindness to fellow employees and customers.

• Accept responsibility and execute all assignments correctly and with care.

• Accept coaching and feedback from others openly.

• Flexible and can adapt to an ever-changing environment.