Cafe Supervisor - Cascades

Summary

The Cafe Supervisor role is an essential part of business in all of our Locations. As a team leader, you believe in our social purpose and company vision, and drive your team using these principles. The supervisor works closely with the store manager in guiding staff in efficient and successful daily operations of the location, whilst understanding and whole-heartedly embody our mission statement and core values. Anything that cannot be resolved must be escalated to the store manager.

“Forecast Coffee exists to create space to feed the soul, igniting our collective passion for each other, our community, and the outdoors.”

You perform in your role with passion, and take upmost care as a representative of our brand and product, and are motivated to consistently deliver the excellent customer service expected of 5th Wave Coffee. Whilst providing a positive and inclusive environment for customers and staff, the supervisor is accountable for providing quality service and product in a safe and clean environment. Focus is placed on adhering to Food Safe and WorkSafe practices, consistently delivering and demonstrating to other staff excellent customer experience and maintaining product quality and stock control. In this role you assist, educate and support guests throughout their visit, creating an experience they will remember; making their day. You take pride in your work and your location, and endeavour to make meaningful difference, creating connections and living your craft. You live the Forecast Group core values and strive to apply these to all duties within this role.

The shift Supervisor is tasked with working alongside and supporting the manager and team. Excellent communication between the Supervisor and the team is of high importance to ensure store success.

Our company core values should guide all decision making and communication, in the pursuit of delivering best customer experience, employee experience and anticipating what is best for the store.

Ongoing training and development alongside the manager will enable the shift Supervisor to act as manager in the manager’s absence.

The shift Supervisor will report directly to the Store Manager.

Primary Duties and Accountabilities

Hospitality

• Connecting with guests as soon as they enter your location, commencing their visit in a friendly, confident and welcoming manner; employing highest standard of service demeanour
• Communicating all procedures and policies to guests; including dine-in and take-out procedures and collection points, health & safety procedure and Laptop Restriction / Seating policies as necessary. Taking care to educate every guest with empathy and respect; remaining polite and supportive in their stay at your location. As a supervisor, you are expected to model this behaviour to others in your team
• Daily baking of cookies, and other baked goods
• Preparing quality foods and beverages for customers, in a timely manner and following set recipes and procedures, whilst simultaneously upholding guest experience standards and providing customer connection
• Offering support to guests in determining their needs regarding food and beverages, assisting them in decision making and providing knowledge and suggestions on available products
• Providing up-to-date dietary and ingredients knowledge to customers (and other staff) on all food and beverage products, or promptly locating information
• Knowledge of operation and trouble-shooting POS system, music and ordering systems, including updating and maintaining inventory

Operations

• Adhering to company policy as stated in the Employee Handbook at all times, whilst maintaining a safe and inclusive environment for staff and customers
• Adhering to Food Safe, Work Safe policy’s, and following BC Liquor laws
• Working with other supervisors and your team to ensure daily tasks are completed each shift, and assisting the success of other staff in later shifts or in advance of the next day through advanced-support and detailed handover
• Following procedures and completing tasks as set by store manager
• Ingredient and product ordering and planning stock levels to maximize product availability and minimize shortages
• Receiving and rotating product and minimizing product waste/product loss, through structured organization and inventory management
• Staying up to date on, and providing knowledge and training on, all products, policies and procedures, and providing feedback/suggestions to management on issues or improvements
• Cash handling according to company procedures
• Assisting with schedules, adapting to schedule disruptions, and making daily adjustments, using the set labour model as a guide
• Performing manager duties in absence of manager

Team Responsibility

• Overseeing all daily operations and running of café during shift; allocating staff to roles/positions and when to take breaks, using the café resources and labour to maximize sales potential whilst simultaneously supporting team moral and customer satisfaction
• Create a positive learning environment by providing staff feedback in a clear, respectful, and timely manner

Secondary Duties

• Assisting with catering or other events outside of normal work hours
• Other duties assigned by store manager or owner

Key Performance Indicators

• Consistent supplier ordering, prompt receiving and storage, invoices and paperwork kept organized and up-to-date.
• Legal documents updated and accurate. These may include temperature charts, licenses, employee documents and product date-checks
• Maintaining a professional, supportive and positive work environment for all staff
• Minimize in-store product waste and action taken to address this
• Ensure back of house is clean, maintained and organized at all times

Characteristics

• Ability to remain calm under pressure
• Employing a lead-by-example approach
• Excellent communication and problem-solving skills
• Ability to multi-task and maintain composure under pressure
• Work efficiently and with speed, in response to customer demand
• Ability to accept and follow direction from management
• Confident in delegating tasks and directing your team
• Positive, respectful and inclusive attitude

Qualifications

• Minimum 1-year previous customer service experience, preferably at Lead Hand level (or higher)
• Barista training and experience
• Knowledge, interest and understanding of coffee, roasting processes and origin
• Food Safe Level 1
• Serve-it-Right Certificate
• All applicants must be legally able to work in Canada.

This role is eligible for tips that are paid out weekly