Starbucks® Shift Supervisor

Nassau, Bahamas
Full Time
Food & Beverage
Entry Level

Coffee Cay Ltd. is looking for a Shift Supervisor to join our team at Starbucks Bahamas. The SS is a role where you will serve our customers making hot and cold drinks while providing legendary service while helping to lead a team on your shift. This could include coffee, tea, espresso drinks, frappuccinos and more as well as our delicious food items.

This position contributes to Starbucks success by assisting the store manager in executing store operations during scheduled shifts. This job deploys partners and delegates tasks so that partners can create and maintain the Starbucks Experience for our customers. Models and acts in accordance with Starbucks guiding principles.

Summary of Key Responsibilities
Responsibilities and essential job functions include but are not limited to the following:

  • 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.
  • Drive the success of assigned operational dimension in the store namely; staffing & scheduling, teaching & training, sales & inventory, ops standards & continuous improvement
  • 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 a 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 legendary 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 positive relationships with shift team by understanding and addressing individual motivation, 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 the 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 the shift to ensure the delivery of legendary 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 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.

Other responsibilities, essential job functions and competencies, include but are not limited to the following:
Leadership - Setting goals for the work group, developing organizational capability, and modeling how we work together:
  • Demonstrates a resolve to operate with a Growth Mindset and Foresight
  • Demonstrates a calm demeanor during periods of high volume or unusual events and manages smooth transitions thereafter to keep store operating to standard and to set a positive example for the store team.
  • Displays a customer comes first attitude by training and holding partners accountable for delivering legendary customer service by driving customer at our core.
  • 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 the store team 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.
Planning and Execution - Developing strategic and operational plans for the work group, managing execution, and measuring results:
  • Monitors and manages store staffing levels to ensure partner development and talent acquisition to achieve and maintain store operational requirements.
  • Utilizes existing tools, specifically the Planning Period Kit (PPK) to identify and prioritize communications and regularly uses discretion to filter communications to the store team. Communicates clearly, concisely and accurately in order to ensure effective store operations.
  • Drives Corporate Social Responsibility (CSR) initiatives through strong community outreach.
  • Drives Local Store Marketing (LSM) initiatives to maintain and gain further relevancy in the local market.
Business Requirements - Providing functional expertise and executing functional responsibilities:
  • 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 but are not limited to Store Manager Approach, Labor Scheduling Tool (LST), Ops Report, Store Goals, Peak Report, Quarterly Business Review, cash management, inventory management, safety & security and Customer Voice
  • Uses discretion in accessing external resources to support store operations and to execute district and regional initiatives. Resources include Learning & Development, Partner Resources, Marketing, Partner & Asset Protection, Food & SCO, Coffee, and Retail Implementation departments.
  • Utilizes management information tools and analyzes financial reports to identify and address trends and issues in store performance.
  • Drive the success of all eight performance buckets in the store namely; staffing & scheduling, teaching & training, sales & inventory, ops standards & continuous improvement, prioritizing & planning, coaching for performance & development, culture and effective communication, business analysis & problem solving.
Partner Development & Team Building - Providing partners with coaching, feedback, and developmental opportunities and building effective teams:
  • Actively manages store partners by regularly conducting talent discussions, providing feedback, and setting challenging goals to improve partner performance. Manages ongoing partner performance using performance management tools to support organizational objectives.
  • Challenges and inspires partners to achieve business results.
  • Develops and maintains positive relationships with partners in the district by understanding and addressing individual motivation, cultural nuances, needs and concerns.
  • Ensures partners adhere to legal and operational compliance requirements.
  • Recognizes and reinforces individual and team accomplishments by using existing organizational tools and programs as well as by finding new, creative, and effective methods of recognition.
  • Utilizes and demonstrates effective management principles and practices to create and maintain a successful store team resulting in an environment where partners are valued and respected.
  • Develops, fosters and champion a store culture that promotes and produces strong and vibrant In-Store Barista Championship and Coffee Master Programs
  • Utilizes and demonstrates a strong command of Barista Basics, SSV Training, SMT and any other In-Store Training Programs

Summary of Experience
- Customer service experience in a retail or restaurant environment 1 year
- Experience with training, coaching, developing and mentoring

Basic Qualifications
Basic qualifications for this role are:

- Maintain regular and consistent attendance and punctuality, with or without reasonable accommodation
- Available to work flexible hours that may include early mornings, evenings, weekends, nights and/or holidays
- Meet store operating policies and standards, including providing quality beverages and food products, cash handling and store safety and security, with or without reasonable accommodation
- Six (6) months of experience in a position that required constant interacting with and fulfilling the requests of customer  - Meets required dress code
- Prepare and coach the preparation of food and beverages to standard recipes or customized for customers, including recipe changes such as temperature, quantity of ingredients or substituted ingredients
- At least six (6) months of experience delegating tasks to other employees and/or coordinating the tasks of two (2) or more employees

Required Knowledge, Skills and Abilities
- Required Knowledge, Skills and Abilities
- Ability to direct the work of others
- Ability to learn quickly
- Effective oral communication skills
- Knowledge of the retail environment
- Strong interpersonal skills
- Ability to work as part of a team

Job Scope
- Direct Reports 9-20   

Education & In-House Training Certifications
  • College degree in business or a closely related field may substitute for a portion of the required experience
  • High school Diploma or BGCSEs
  • Coffee Master Certification
  • 21 Irrefutable Laws of Leadership, John Maxwell
  • Partner Resources for Managers
  • Coaching Skills

Leadership Competencies       
  • Setting Direction - Establishes and communicates a compelling and inspired vision, creates competitive winning strategies and plans, ensures department strategies are aligned with company strategies
  • Leadership Courage - Willing to take a managed risk to drive the business forward
  • Creating the Environment - Develops a positive, respectful, productive and professional work environment
  • Building and Maintaining Relationships - Establishes positive connections with others so as to facilitate the attainment of business results
  • Developing for the Future - Continuously develops the competencies of both self and others
  • Organizational Savvy - Understands and effectively leverages the organization to accomplish business and unit goals
  • Achieving Measurable Results - Consistently exceeds goals, dedicated to exceeding the expectation of internal and external customers

Core Competencies
  • Customer Focus- Delivers legendary service that meets and exceeds all customers' expectations
  • Ethics and Integrity- Adheres to Starbucks values, beliefs and principles during good and bad times
  • Composure- Remains calm, maintains perspective and responds in a professional manner when faced with tough situations
  • Personal Learning- Takes personal responsibility for the continuous learning of new knowledge, skills and experiences
  • Dealing with Ambiguity - Able to successfully function during times of uncertainty and changing priorities
  • Decision-Making - Makes timely and quality decisions based on a mixture of analysis, wisdom, experience and judgment
  • Interpersonal Savvy- Builds effective relationships with all people; up, down and sideways, inside and outside of Starbucks
  • Results Oriented - Gets results and achieves goals
Proficiency Requirement 
Physical Requirements Proficiency Ratings Legend
= Occasional (up to 25% of time); F = Frequent (26%-74% of time); C = Constant (75% or more of time)
  • Bending/Twisting: Continual, intermittent flexing or rotation of the wrist(s) and spine. (F)
  • Carrying: Moving an object, usually by holding it in hands or arms, or on shoulders up to 40 lbs (O)
  • Climbing: Ascending or descending ladders, stairs, ramps, and the like, using feet, legs, hands and arms (O)
  • Bar  (F)                                                                                                                                                                         
  • Computer: Usage or other special equipment/POS Register operated.  (F)                                                                                       
  • Crawling: Moving about on hands and knees, or hands and feet. (O)                                                                                                 
  • Handling: Seizing, holding, grasping, turning, or otherwise performing precision work with hand or hands. (C) - Around bar area
  • Hearing: Receiving detailed information through oral communication. (C)                                                                                         
  • Kneeling: Bending legs at knees to come to rest on knee(s).  (O)                                                                                                      
  • Lifting: Raising or lowering an object from one level to another using hands, arms and shoulders, back and legs (O) - up to 40 lbs
  • Pushing/Pulling: Exerting force upon an object so that the object moves away from or toward the force(O) up to 40 lbs
  • Reaching: Extending hand(s) and arm(s) in any direction (C)- Around bar area.                                                                                    
  • Sitting: Remaining in the normal seated position (O)                                                                                                                          
  • Standing/Walking: Remaining on one's feet in an upright position at a workstation or moving about a work area. (C)                                                                                            
  • Stooping: Bending body downward and forward by bending spine at the waist (O)                                                                 
  • Talking: Expressing or exchanging ideas by means of the spoken word. (C)                                                                                                                                                                                 
  • Tasting/Smelling: Distinguishing, with a degree of accuracy, differences or similarities in intensity or quality of flavors and/or odors. (O)                                                                                                                                                                                 

Vision: Clarity of vision at near and/or far distances.  (C) 

About Coffee Cay Ltd:

Our mission is to establish Starbucks as the premier purveyor of the finest coffee in the world while maintaining our uncompromising principles as we grow. The following six guiding principles will help us measure the appropriateness of our decisions:

1. Provide a great work environment and treat each other with respect and dignity.

2. Embrace diversity as an essential component in the way we do business.

3. Apply the highest standards of excellence to the purchasing, roasting and fresh delivery of our coffee.

4. Develop enthusiastically satisfied customers all of the time.

5. Contribute positively to our communities and our environment.

6. Recognize that profitability is essential to our future success.

By submitting this application, I authorize my current employers, past employers, educational institutions and individuals and organizations named or referred to in this application to provide John Bull Ltd with references upon request in order to assist the company in deciding whether to employ me. I hereby release my former and current employers, my former educational institutions, and any individual or organization providing such a reference from any liability, damages, causes of action, complaint, or charges concerning the giving and receiving of such references, information, or opinions related to my employment.

I authorize investigation of all statements contained in this application. I understand that misrepresentation or omission of facts called for is cause for dismissal. Further, I understand that and agree that, if hired, I will be on probation for six months during which time I may be terminated without any previous notice or severance pay in lieu of notice.


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