Outlet Supervisor

Position Summary

The Outlet Supervisor is responsible for managing and overseeing daily shift operations, ensuring

efficient workflows across all stations. They ensure that baristas deliver excellent customer service,

maintain product quality, and adhere to company standards. They support the Outlet Manager in

achieving outlet targets for Customer, People, Profit, and Sales.

Primary Responsibilities

SHIFT MANAGEMENT EXECUTION

• Manage shift activities and supervise outlet operations to ensure smooth workflows across all stations, effective task delegation to baristas, and proper organization of resources during opening, operating, and closing shifts.
• Monitor and manage outlet resources, leading baristas to ensure all stations, materials, machines, and facilities are clean, organized, available, and in good working condition to support efficient workflows during every shift.
• Lead and enforce health, safety, security, and sanitation processes and guidelines to ensure a safe environment for both employees and customers.
• Manage cash handling processes in accordance with company policies.
• Communicate shift updates, customer feedback, and team performance to the co-Outlet Supervisor or Manager, collaborating with them to address operational concerns and improve processes.

QUALITY & CUSTOMER TARGET ACHIEVEMENT

• Monitor baristas' compliance with ZUS Coffee operational standards, ensuring they follow SOPs at each station.
• Lead adherence to food safety practices, ensuring all baristas comply with set standards to guarantee the safety and quality of the products served to customers.
• Collaborate with the Outlet Manager to address operational concerns and implement improvements that support the outlet in achieving audit targets.
• Lead the barista team in executing customer service standards and monitoring the consistent application of the 8 ZUS Service Steps to ensure an excellent customer experience.
• Ensure all baristas greet and serve customers genuinely, regardless of their assigned

stations.

• Manage customer feedback and concerns in the outlet, ensuring resolution in alignment with customer service standards.
• Deliver exceptional customer service with a "customer comes first" mindset, building rapport and fostering positive connections with each customer.

SALES & PROFIT TARGET ACHIEVEMENT

• Lead the achievement of daily sales targets by ensuring all baristas are knowledgeable and effectively execute promotional and selling activities.
• Supervise the execution and implementation of daily marketing and sales activities to contribute to achieving sales targets.
• Monitor and manage daily stock levels and replenishments to maintain adequate inventory for each shift, while ensuring baristas follow proper material usage, waste control, and replenishment guidelines.

PEOPLE TARGET ACHIEVEMENT

• Monitor in-outlet training and certification for baristas, ensuring completion and proper documentation.
• Organize and lead training sessions to enhance baristas' knowledge and skills, introducing new procedures, products, and operational updates to ensure they are well-informed and proficient in all aspects of their role.
• Create a positive learning environment for baristas by providing coaching and reinforcement to improve operational execution.
• Provide suggestions and feedback to the outlet manager to further improve team performance and achieve operational goals.

Position Qualifications

Education:

• Preferably a 4-year degree graduate, but undergraduates are also welcome to apply.

Experience:

• At least 2 years of experience in store operations, restaurant/food service, or retail outlet operations, with a minimum of 1 year in a supervisory position
• Experience in Food & Beverage Customer Service

Essential Skills:

• Strong leadership skills
• Excellent communication skills (both written and verbal)
• Strong interpersonal skills
• Customer service and feedback management skills
• Basic computer proficiency

Essential Traits:

• Takes initiative
• Adaptable
• Confident, proactive, and capable of meeting tight deadlines
• Honest, with high integrity
• Strong leadership and coaching abilities
• A valuable team player, yet able to work independently
• Demonstrates a "Customer Comes First" mindset

Work Conditions:

• Willing to work flexible hours and shifts, including early mornings, evenings, weekends, nights, and/or holidays.
• Willing to travel
• Requires a high level of social interaction with both staff and customers.