Job Roles and Responsibilities at Starbucks

1 January 2017

This is to make sure that specific members of staff are aware of and understand their job roles and what responsibilities they have to take on. For a Manager at Starbucks: Managers are there to bring out the very best in employees, maximising their potential. A manager should be an exemplary role model. It is a manager’s job, in any organisation or business, to understand each of their staff member’s strengths and weaknesses.

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It is very important for a manager to mainly concentrate on the good points of their employees at Starbucks, rather than the bad- and this makes them more successful than to any managers who look at faults in their employees in other businesses. Managers do indeed play a large role in managing staff; however it is also important for managers to manage and take on responsibility for the growth and profit increase at Starbucks. Managers have 4 main roles: Planning:

For a manager at Starbucks to achieve long-term goals, they must have a financial plan- this is important because it is a way to estimate how much profit/loss Starbucks will make, maintaining costs. A manager must plan staff’s holidays, they must not all go on holiday at the same time, or else there wouldn’t be enough staff attending the store to serve customers. At Starbucks, a manager must plan, prepare, and assign daily work schedules for members of staff so that they are aware of the activities they must complete and in that specific time period.

Advantages of planning out the steps are- it saves money, resources, time, and effort in the long run. Organising: A manager at Starbucks must organize promotions with thought and consideration, throughout the year. As a manager, you must also give directions so that all employees work effectively and this will result in Starbucks meeting its goals. The manager at Starbucks is the person who sets up on the job coaching, training and support.

A manager must organise a certain training programme for employees, such as workshops, assessments, etc. Motivating: To encourage people to go further, and inspire them. Helping employees enjoy their workplace, this can be done by making people feel important by showing them you take into consideration the way they perform, make them feel important, and show them that you need them to be part of the company. Controlling: A manager must control the goods bought and displayed on time like the rest of the company and its branches.

It is important for a Starbucks manager to check and maintain the store for health and safety precautions. At Starbucks, a manager must always monitor the performance of employees and take correct action, such as discussing with them their weaknesses and how they can improve and develop them. Skills and abilities The manager of Starbucks is in charge of maintaining good customer service, therefore it is vital to monitor how staff treat customers. A manager must have good knowledge and understanding of the Starbucks Company and its history.

There are many skills and abilities for a manager, such as being a good communicator socially and with other businesses- have the ability to plan meetings within the Starbucks industry, have good customer services skills to represent Starbucks in a positive and professional way, sales and marketing skills are vital because this allows you to give customers what they need. A manager is basically a leader, therefore leadership skills are also important- such as being in charge. Team leadership skills are important for managers because this involves the contribution of all mployees at Starbucks and joins them up as a team, the leader of course is the manager. Qualifications Like any other job position, there are specific qualifications that need to be met whilst you’re a manager. At Starbucks, it is required for a manager to have 5 GCSEs and that includes Maths. It is also required for a manager to have previous experience, like working in retail. Personal qualities Personal qualities are important for a manager to portray, such as being polite, not only to customers but to employees.

Confidence is a strong factor that managers need to have, because a manager needs to communicate with other people at all times, therefore confidence is the essence. A manager must also take care of complaints and solve problems in any way one can, and most importantly, a manager must be hardworking. If a manager at Starbucks is not diligent then this would mean that employees wouldn’t look up to the manager, and Starbucks may also lose customers because everything would be incompetent. Terms and conditions for a manager One must always be on time to represent Starbucks in a professional manner.

It is important for a manager at Starbucks to take note to their customers and employees- this would show that Starbucks are open minded and are willing to listen. A manager must always treat all employees equally and fairly, this is an aspect in which makes a successful manager. Just like any other employee, a manager must also wear appropriate uniform, such as a shirt and a blouse with tidy shoes. In order for Starbucks to maintain a good image, the manager must ensure that there is a good relationship with other businesses, and the local area.

A way to do this is by helping out elderly people who live close by that need small help, making sure that they are happy. Since Starbucks is part of that specific community, it is important to portray itself in a positive and professional way to the neighbourhood. On-the-job Training On-the-job training is basically training that is performed in the job with that working environment. A manager needs to organise coaching and mentoring for on-the-job training as it is vital for employees.

The coaching method of training involves regular informal meetings between the manager and the employee. Here they discuss the employee’s performance, allowing the manager to identify the strengths and weaknesses in the employee’s performance at work. As for mentoring, an employee is allocated a mentor who discusses and teacher the employee from their own personal experience and knowledge. An example of on-the-job training for a manager would be talking to customers and sorting problems or issues that occur.

If there are problems with customers, they usually ask for the manager, so the manager must be ready to take on such responsibility. Advantages of on-the-job training: •It is easy to organise •Inexpensive to an extent •Relates to the job •Meets the needs Disadvantages of on-the-job training: •Disruptive in the working environment •Relies on the trainer having specialist skills and experience Off-the-job Training Off-the-job training is when an employee is sent away from the working environment to be trained and developed by specialists and different ctivities. Placement and simulation are methods of off-the-job training. Managers must also go on off-the-job training even though they are of a high status; they still need training and development. Placements method of training is when an employee is sent away to another business or another part of the Starbucks business to try a different job role and to work in a different working environment to their own. Simulations can help to train those in specific situations, just like training people in first-aid techniques.

Simulations are usually there to help train and develop skills in a specific area. Advantages of off-the-job training: •Run by a specialist trainer who has experience •Intense training which is focused •Workplace environment isn’t disruptive •New theories and ideas can be developed •Trainee can meet new people Disadvantages of off-the-job training: •Lack of relevance •Can be difficult to apply the training to the workplace •Costly •Disruptive in a sense that it removes the employees from their work placement For a Supervisor at Starbucks:

A supervisor is the lowest management position in any businesses, including Starbucks. It is somewhat below the manager rank. Supervisors are relied on by managers to make sure that everything is going well as planned. The supervisor’s job is to train new employees at Starbucks, introducing them to the machines that they need to use, and very importantly, creating a work schedule for them which identifies the work they need to be performing and the time it needs to be completed.

Supervisors monitor staff’s performance ay-to-day and review their strengths and weaknesses, this is important because it is a way to develop staff and make them aware of their weaknesses so they can overcome them. Being a supervisor is very similar to a manager, as both have a job role to manage employees. Supervisors help managers choose who to employ and hire, although they do not have a say in firing somebody. As a supervisor, one must give orders as requested by the manager, so that they can take correct action as necessary. Knowledge, skills, and abilities

Assessing all employees is an important role for a supervisor to fulfil, as employees need to be reviewed and told how they’re doing. Communicating with staff is also a very important method, because it is a way to tell employees what they need to do, correct them and guide them verbally. A social supervisor would be a high advantage for Starbucks because it would encourage staff to be confident and that would please customers. Motivation is an important factor when it comes to supervising staff, especially because employees need to be motivated in order to achieve well and have trust in Starbucks.

Qualifications Managers do have a high level of qualifications required, whereas supervisors have a lower qualifications standard. As a supervisor, it is required that they are able to read and write, speak fluent English because it is important when it comes to communicating with customers or staff, retail experience is also needed because supervisors have to manage money e. g. in the till. Working as part of a team is highly necessary because as a supervisor you will have to work with many groups and teams, like the employees, the management team, etc. Personal qualities

Being a friendly supervisor is a must, not only to customers who arrive at Starbucks but also to the employees who work there. This is important because it brings you closer to your customers, so that they will return to Starbucks in the future, and to your employees, who you will have a brighter work relationship with and a great bond. A supervisor must be confident in order to achieve well, one must be confident to express his or her thoughts and ideas. Problem solving is important when it comes to complaints or employees who have problems that need to be reviewed and solved.

All supervisors must decision make in a lot of things, in association with workers especially. There is a limit to how much decision making a supervisor can do, for example, they don’t have the power to fire or completely hire somebody on their own. They can complain to the manager about their thoughts; however they cannot have the full right to doing so. Terms and conditions Always be on time. This is a factor that is very important and not many people get right, being late shows disorganisation, it shows that you are sloppy, unprofessional, and can lose you business.

Listen to what customers and employees have to say individually, this is important because it shows that you care about your customers and employees. Be faithful to the Starbucks company, this is crucial because it can get you promoted further into the business and it’s a sign of faith, trust, and loyalty. On-the-job Training Supervisors also require training, and a method of training is on-the-job, such as induction. This is a specific type of training, and it is very popularly used for new employees.

This helps new employees at Starbucks get started quickly, making it more familiar for them what kind of job role they have, familiarize colleagues, and of course, Starbucks itself. This can help a Supervisor get started with their job, making them feel more comfortable working there and it will help them stay longer with that job specification. This is also important for Supervisors so that they know what employees would need and are able to identify different solutions. Advantages: •Introduces you to your colleagues •Identifies the structure in which you will work in •Welcomes you to the working environment Accumulate skills from staff Disadvantages:

Working environment can be too much to handle •Can be off putting Off-the-job Training Off-the-job training is another method which can help supervisors with their job role and responsibilities. The main training factor is accreditation; this is a course grants you with a qualification that is recognised by Starbucks and many other businesses. One would be awarded a certificate of achievement which indicates that they have completed this course. Accreditation plays a part in accountancy, personnel, marketing, charted surveying.

Advantages: •Granted another qualification •Learn new skills and abilities •Work with other people Disadvantages: •A long course For a Barista at Starbucks: A barista basically serves espresso-based coffee drinks. One who typically works behind the counter, serving both hot and cold beverages. To be a barista, you need some level of expertise or skill in preparing drinks; of course, timing is the main focus point. A barista is a very important person at Starbucks, mainly because he or she has to face customers every day, producing perfect espresso coffee.

Barista is where employees usually begin, working their way up to their desired job rank. The purpose of a barista is that they are the ones who make the drinks (both hot and cold) behind the counter to serve to customers, and they have respect for, and pride in what they serve. What a barista does is also classified as art, because the drink they serve has to be perfect and mouth melting. Responsibilities Helping customers is a vital factor that baristas need to pay attention to and must think about at all times, for any customer.

A barista can help customers by responding to their questions either about the hot coffee/beverages or what they need specifically in their drink. A barista must provide good quality beverages and coffee, this is so that the customer is pleased with what they have bought and can advertise for Starbucks by word-off-mouth and may even return to Starbucks in the future. A happy customer! Help to clean and organize the store is also a part of the barista’s job. Cleaning tables, tidying up chairs, washing up cutlery/plates/mugs, these are all vital aspects that a barista must commit to completing.

Serving customers with speed is very important, especially because the customer wouldn’t want to wait too long for their order. Even though a barista must quickly serve a customer, one must also serve it with the best possible quality. Knowledge, skills, and abilities Good customer service skills are one of the main points a barista needs to focus on and perform. At Starbucks, customers return to the store and re-order drinks etc because they are impressed with the customer service provided towards them, and this can help Starbucks accumulate greater profit in the long run.

Not only does good customer service gain Starbucks more customers, but it also portrays a positive image on the Starbucks industry, showing professionalism, formality, organisation, and friendliness. Being a good listener is also important for a barista, especially towards customers. If a customer starts a conversation with a barista, he or she must respond, thus creating a good bond between them. This also relates to good communication skills, a barista’s voice must be loud and clear with an accent that is easy to understand and follow.

A barista should always smile and tell customers what they want to hear, even if it’s a small conversation that won’t last too long. A barista must always show organisation, for example, machinery has to be clean and so does mugs/cutlery, or else customers can be put off by it and find the store a dirty environment. Qualifications Once again, like any job specification or rank, there are always qualifications, even the slightest. A barista requires some understandings of maths, ability to speak because there is a lot of communicating with other colleagues and most importantly customers.

Write and read English, maintain organized at all times and not only behind the counter, serving customers. A team worker, because working with colleagues is mandatory especially if there is an assistant helping the barista behind the counter. A barista must be calm because serving customers does take patience, and must enjoy meeting new people- because there certainly are a lot of faces to be seen. Problem solving/ decision making There isn’t much problem solving a barista must take on, however, they have to estimate how much ingredients needs to be put in each product served.

As for decision making, a barista can decide when they need to re-stock when they have run out of ingredients or products, so they have to make it aware for supervisors whenever that does happen. Terms and conditions A barista must always be on time; this is important because if there is no barista behind the counter then customers cannot be served, thus losing customers. To be on time, the barista must always consider the environmental factors, such as traffic. Listening to customers is also important.

It is a barista’s duty to take orders from customers and answer any questions they have, therefore listening to what they order or ask is vital. Listening to employers is also necessary, especially if they need you to do a certain task. Treating fellow workers with respect is very important, especially if one wants to receive the same kind of attitude back. Not only does respecting your colleagues show your true personality, but it also influences your work, and you will enjoy working at Starbucks. This is also a good way of making friends, meeting new people and showing that you have a good charisma.

A barista must wear the correct uniform; this is because it influences Starbucks dramatically, it would show organisation, professionalism, and it basically represents Starbucks as a whole. On-the-job Training This can be a way to train a barista, with the help of induction training. This is highly needed for a barista, to get them started with working at Starbucks so that they are able to recognize and use certain machinery, know how to treat customers, get to know your colleagues and managers, and understand the importance of a barista to Starbucks.

Another important training method on-the-job is a 2 weeks training, this is very helpful as it helps baristas get used to the environment and how things are run at Starbucks. Advantages: •A good way to get started •Allows you to plan ahead •Receive experience I found that there aren’t any faults with this training schedule, and that it is highly effective. Opportunities There are many opportunities for a barista to be promoted, etc. A barista is basically a normal employee; therefore they have a big future ahead of them, and they can get promoted if their performance is of great quality.

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