Last Updated:
Post Details
16/07/14
Faculty/Administrative/Service
Department
Starbucks Surrey Sports Park
Job Title
Front of House Assistant Starbucks Manager
Job Family
Operational Services
Responsible to
Front of House Starbucks Manager
Responsible for (Staff)
Service team leader/Service Team member
Job Level
1b
Job Purpose Statement
As part of the Surrey Sports Park Catering Team and under the guidance of the Catering Operations Manager, this role has
responsibility for assisting the Front of house Starbucks manager in operational day-to-day management of Starbucks and
for actively contributing to its success. The post holder is responsible for supporting the smooth running and reputation of
the Starbucks Cafe, through the provision of this service.
Key Responsibilities This document is not designed to be a list of all tasks undertaken but an outline record of the main responsibilities (5 to 8
maximum)
1. General Management Duties: To assist the Front of House Starbucks Manager in the day-to-day operational running
of Starbucks, overseeing the job activity of team members, To act up in the event the Front house manager is unavailable
due to annual leave or sickness
2. Operational Control: To work with and assist the Front of House Starbucks Manager to deliver customer satisfaction
through efficient use of staff and through ensuring consistent brand standards.
3. People Management: To support the Front of House Starbucks manager ensuring correct staffing levels, to undertake
staff training and oversee staff presentation within the area. To ensure that Starbucks brand standards are delivered by
staff.
4. Food and Beverage: To assist the Front of House Starbucks Manager in ensuring that supplies are maintained at the
right level and to oversee the operational running of the unit, so that Starbucks brand standards, food safety audits and
presentation are adhered to.
5. Premises and Equipment: To assist the Front of house Starbucks Manager in monitoring and controlling the areas
cleaning to ensure the required standards of health and safety and Qassa audits are maintained.
6. Security: Opening/closing the unit and collecting/returning keys to a secure safe.
N.B. The above list is not exhaustive.
All staff are expected to:

Positively support equality of opportunity and equity of treatment to colleagues and students in accordance with the University of Surrey Equal
Opportunities Policy.

Work to achieve the aims of our Environmental Policy and promote awareness to colleagues and students.


Follow University/departmental policies and working practices in ensuring that no breaches of information security result from their actions.
Ensure they are aware of and abide by all relevant University Regulations and Policies relevant to the role.

Undertake such other duties within the scope of the post as may be requested by your Manager.

Work supportively with colleagues, operating in a collegiate manner at all times.
Help maintain a safe working environment by:

Attending training in Health and Safety requirements as necessary, both on appointment and as changes in duties and techniques demand.

Following local codes of safe working practices and the University of Surrey Health and Safety Policy.
Elements of the Role
This section outlines some of the key elements of the role, which allow this role to be evaluated within the University’s structure. It provides an overview
of what is expected from the post holder in the day-to-day operation of the role.
Planning and Organising
 To assist the Catering Operations Manager in planning and organising the day-to-day operational running of the Unit,
overseeing the job activity of the service Team Members and Service team Leader and responding to the needs of the
customers.


Problem Solving and Decision Making
Presented with a variety of situations, customer or management focused in nature. On a day-to-day basis,
appropriate courses of action will often be a matter of choice, influenced by prior exposure and through reference
to well-defined procedures.















In order to ensure the continuing success of Starbucks, the post holder is expected to take a pro-active approach
and to actively seek to identify any areas of improvement. Under the guidance of the Catering Operations
Manager, the post holder will be expected to implement any changes.
May occasionally experience more unusual problems/issues, where there is no formal guidance or trouble
shooting. In these cases the post holder is required to interpret past precedents and apply their judgement to
determine an appropriate course of action or where resolution is not straightforward to pass on up to the Front of
House Starbucks Manager for guidance/advice.
Expected to answer queries from customers and to solve problems that arise from those queries as a matter of good
customer service.
To act as an escalation point for team members, where questions or issues arise, which fall outside of the remit of
their role. Resolution for these issues will usually be found through referring to their own previous experience of
similar problems or through making reference to departmental policies and procedures.
Expected to refer more complicated staff issues such as disciplinary, grievance and welfare matters to the Catering
Operations Manager.
Continuous Improvement
In order to ensure the continuing success of the Unit, the post holder is expected to take a pro-active approach and
to actively seek to identify any areas of improvement. Under the guidance of their line manager, the post holder
is expected to implement any changes.
Accountability
Not closely supervised however; they are expected to report to the Front of house Starbucks Manager daily to
ensure a well-coordinated operation.
For a range of routine daily tasks and the day-to-day supervision of staff. The way in which these tasks are
completed is determined by set procedures and guidelines/best practice.
Expected to comply with clear and established procedures and health and safety regulations regarding the use of
any equipment and to comply with relevant food safety legislation/guidelines with regards to the safe preparation
of food. Responsible for ensuring that these processes are followed by staff. Errors in judgement or failure to
follow procedure could result in the contamination of food, the contraction of food-borne illnesses, damaged
equipment or the personal safety of the post holder and their team being placed at risk.
Will provide daily supervision to a small team of staff, providing instructions on their daily work routines and
training on customer service, food safety, hygiene and kitchen procedures, as well as undertaking annual staff
appraisals.
For supporting the Catering Operations Manager in ensuring that on a day-to-day basis the team supports the
overall objectives of the department and that excellent service and brand standards are delivered.
For observing team member punctuality, absence and sickness and reporting to the Catering Operations Manager
who is responsible for any action to be taken.
This post impacts across Surrey Sports Park in the provision of its service, poor service quality may impact upon
the smooth operation of the facility and its reputation.
Dimensions of the role
 Customer service times are a key deliverable and at present run at 2-8 minutes; there is a drive to meet the customer’s
expectation.
Supplementary Information
 n/a
Person Specification This section describes the sum total of knowledge, experience & competence required by the post holder that is necessary
for standard acceptable performance in carrying out this role.
Qualifications and Professional Memberships
GCSE level (numeracy and literacy) or equivalent vocational qualifications
Technical Competencies (Experience and Knowledge) This section contains the level of
E
Essential/
Desirable
Level
1-3
Experience of planning activities of a whole team
E
1
Experience of providing excellent customer service
E
2
Some catering experience
E
1
Previous cash handling experience
E
1
competency required to carry out the role (please refer to the Competency Framework for clarification where needed
and the Job Matching Guidance).
Experience of working within a team
Special Requirements:
D
n/a
Essential/
Desirable
To work in all areas across the Department as and when required
E
To work a shift system, covering 5 out of 7 days.
E
Ability to lift reasonable loads
E
Core Competencies This section contains the level of competency required to carry out this role. (Please refer to the
competency framework for clarification where needed). n/a (not applicable) should be placed, where the competency is not a
requirement of the grade.
Level
1-3
Communication
2
Adaptability / Flexibility
2
Customer/Client service and support
1
Planning and Organising
1
Continuous Improvement
1
Problem Solving and Decision Making Skills
1
Managing and Developing Performance
1
Creative and Analytical Thinking
n/a
Influencing, Persuasion and Negotiation Skills
n/a
Strategic Thinking & Leadership
n/a
This Job Purpose reflects the core activities of the post. As the Department/Faculty and the post holder develop, there will inevitably be some changes to
the duties for which the post is responsible, and possibly to the emphasis of the post itself. The University expects that the post holder will recognise this
and will adopt a flexible approach to work. This could include undertaking relevant training where necessary.
Should significant changes to the Job Purpose become necessary, the post holder will be consulted and the changes reflected in a revised Job Purpose.
Organisational/Departmental Information & Key Relationships
Background Information
The catering department comprises of a bar, Starbucks and event and functions spaces and as such provides catering for a
wide variety of user groups including Members, elite sporting groups, casual users and staff. The business turns over
circa £1.2 million and has imminent growth strategies.
Department Structure Chart
Catering Operations
manager
Starbucks Front of
House Manager
Starbucks Assistant
front of House
Manager
Service Team
Leader(s)
Service Team
Member(s)
Front of House Bar
Manager
Head chef
Sous Chef
Kitchen Assistant
Assistant Front of
House Manager
Kitchen Coordinator
Service Team
Leaders
Service Team
Members
Relationships
Internal
 Liaising with their team members to communicate changes to policy and procedure as directed by the Catering
Operations manager and Starbucks brand licensing.
 Serving a number of internal (staff and students) customers, communicating in a helpful and courteous manner and
providing/requesting information in order to ensure the provision of an efficient service. It is important that the post
holder provides a professional image and a welcoming service, to ensure that customers receive quality service.
External
 Serving a number of external visitors, communicating in a helpful and courteous manner and providing/requesting
information in order to ensure the provision of an efficient service. It is important that the post holder provides a
professional image and a welcoming service, to ensure that customers receive quality service.
 Liaising with suppliers in terms of placing and receiving orders.