at Rave Coffee
Role: To manage the overall operations of the Cafe that has the accountability to deliver food and coffee products to customers in a professional and friendly manner providing excellent customer service.
Key Responsibilities:
Manage stock within the Cafe and escalate issues to Head of Operations
Work with the Purchasing and Office Manager on areas related to supplies and suppliers integral to the operations of the Cafe
Manage staff rotas ensuring adequate staffing to meet operational and seasonal demands as far as reasonably can be predicted, review rota efficiency on an ongoing basis
Manage staff performance, absence, recruitment and development in line with Rave processes seeking support and guidance from Head of Ops and HR
Manage cost control activities associated with running the Cafe
Manage waste activities associated with the Cafe and seek opportunities to reduce waste without reducing the quality of product or customer experience
Maintain accurate records on compliance areas ensuring staff adhere to required standards, investigate any non conformance
Seek to continuously improve the efficiency and quality of the Cafe service offering and associated processes
Write and maintain written Standard Operating Procedures for the Cafe
Preparation of all drinks to high quality standard
Preparation of food in line with all food safety standards
Opening and closing of the cafe following standard operating procedure routines ensuring high standards of cleanliness and hygiene are adhered to
Provide all daily cafe operations tasks including customer relations, deliveries, stock management
Basic maintenance of coffee equipment
Maintain a clean and organised working environment
Handle customer complaints
Handle customer requests and provide informed advice on coffee including ancillary products
Understand basics of coffee products and develop personal knowledge and experience of coffee and periphery products so that a Barista can provide an enhanced customer experience
Work collaboratively with other parts of the business supporting the delivery of the wider business activities
Support colleagues on ad hoc troubleshooting and problem solving and if necessary be prepared to support operational areas if critical resourcing needs dictate
To actively contribute to Rave’s social and environmental objectives, fostering a culture of responsibility and positive impact
Awareness of personal health and safety at work, as well as the safety of others, by adhering to established protocols, identifying potential risks, and promptly reporting any concerns to ensure a secure work environment for all
Person specification - Knowledge, Skills and Experience
Experience of working in a management or supervisory role with a minimum of 3 years experience Experience of being able to provide constructive feedback, training and guidance Personal confidence and ability to deal with situations that may be difficult and may have the propensity for conflict (with support from more senior staff when necessary) Able to work efficiently, calmly and with accuracy Attention to detail ensuring customers receive the right cafe product in a timely manner Ability to work collaboratively with others treating colleagues and all stakeholders with respect and common courtesy Demonstrate support and care for others in the pursuit of the common goals for the business Communication skills including listening skills and a questioning style Excellent customer service skills Self motivated and with the desire to learn and develop understanding of Coffee products in order to enhance the customer experience
Essential requirements of role
Food Hygiene Level 2
