JOB OVERVIEW

The Starbucks Barista will be responsible for overall guest service and food and beverage orders up to all Starbucks standards. Responsible for courteously and efficiently serving food and beverages to Guests in our Starbucks, collect payments, and assist in maintenance and cleanliness of Starbucks area. Must keep Starbucks stocked up to par based on Starbucks standards.

ESSENTIAL SKILLS

• Ability to follow all appropriate policies and procedures while constantly striving to improve all standards of operation.
• Ability to follow safety and security procedures and will not pose a direct threat to the health/safety of self or others.
• Ability to manage time, be well organized, maintain concentration and think clearly.
• Ability to focus attention to performance of tasks despite frequent, stressful or unusual interruptions.
• Ability to communicate calmly with irate Guests, co-workers or supervisors in sometimes tense situations.
• Ability to perform job functions with minimal supervision.
• Ability to work cohesively with co-workers as part of a team.
• Treat co-workers and guests with courtesy, friendliness and respect and provide responsive service.
• Ability to meet or exceed productivity and performance standards and complete tasks as assigned by supervisor or manager.
• Ability to meet deadlines as required.
• Ability to understand and carry out instructions in verbal, written or diagram form.
• Ability to understand Guests’ service needs.
• Ability to plan, prioritize, organize, maintain concentration, and complete all work assigned.
• Ability to focus attention to performance of tasks despite frequent, stressful or unusual interruptions.
• 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
• Ability to perform job functions with minimal supervision.
• Ability to work cohesively with co-workers and other departments as part of a team.
• Ability to adhere to work schedule and arrive on time in a neat and alert condition and adhere to company dress standards.
• Ability to follow all appropriate policies and procedures while constantly striving to improve all standards of operation.
• Ability to meet or exceed productivity and performance standards and complete tasks as assigned by supervisor or manager.
• Ability to meet deadlines as required.
• Ability to understand and carry out instructions in verbal, written or diagram form. 
• Ability to interact with people, particularly in resolving complaints and problems.
• Ability to follow critical steps of service.
• Ability to follow the Barista Promise: Love your beverage or let us know. We’ll always make it right.

JOB DUTIES

Develops Enthusiastically Satisfied Customers All of the Time

• Acts with integrity, honesty and knowledge that promote the culture, values and mission of Starbucks
• Welcomes and connects with every customer to provide excellent customer service.
  • Follow Starbucks’ Customer Service Commitment, as outlined in the Store Operations Manual
  • Make it Right for customers by following the L.A.T.T.E. model
    • Listen, Acknowledge, Take action, Thank, Explain
  • Discover customer needs and appropriately suggest product with every customer to enhance services and meet sales goals.
  • Assists customers in the selection and purchase of specialty coffee beverages and whole bean sales (as applicable).
  • Responds to customers’ needs and says thank you to every customer.
  • Follow procedures outlined in Beverage Resource Manual when conducting an Active Beverage Sampling for guests
  • Maintains customer service area and equipment in a clean and appealing manner.
  • Demonstrates problem resolution behavior when taking care of customer needs.
  • Maintains Quality Store Operations
  • Prepares a variety of customer beverage orders such as espresso drinks and Coffee to Starbucks standards outlined in Starbucks training booklet.
  • Follows store policies and procedures for operational flow at each station.
  • Performs cleaning tasks in accordance with the Duty Rosters and cleaning standards and works as a store team player.
  • Follows standards for merchandising, stocking, rotating and storing all products.
  • Performs equipment maintenance in accordance with preventive maintenance checklist.
  • Be knowledgeable about major food allergens and know how to look up ingredient information for customers with allergen concerns
  • Follow all opening and closing safety procedures outlined in the Store Operations Manual

Financial Contribution

• Follows cash handling and register policies.
• Follows inventory stocking and recording guidelines.
• Takes Responsibility to Learn All Aspects of the Barista Position
• Learns and demonstrates creating the Starbucks Experience.
• Learns and demonstrates all performance standards by completing Initial Store Training and passing barista certification with a score of 90% or better.
• Follow Starbucks and Hilton brand standards
• Follow hotel policies and procedures.
• Responsible for any other duties as assigned.

BAR:

• Utilize the Beverage Identification System to call drink orders and include guest’s name
• Recognize Starbucks’ ‘secret menu’ and be flexible with guest’s orders, all while working in Starbucks’ guidelines located in the Beverage Resource Manual
• Follow Safety Standards in the Beverage Resource Manual when using a guest’s personal cup
• Follow all Lid and Serving Standards listed in the Beverage Resource Manual
• Use the correct tools described in the Beverage Resource Manual
• Prepare all Beverages according to recipe for requested Active Beverage Sampling
• Follows standards for merchandising, stocking, rotating and storing all products.
  • Follow all procedures in regards to small wares and supplies at bar, outlined in the Beverage Resource Manual
  • Storing all ingredients at Bar according to standards outlined in the Beverage Resource Manual

CUSTOMER SERVICE:

• Assist POS with gathering customer’s orders

• Complete additional job duties as requested. 

RECEIVING 

• Receive all deliveries to Starbucks, including all food and beverage deliveries and all items shipped through FedEx, UPS, etc.
• Keep a detailed log of all items received to include date, time, invoice amount, addressee, sender, action taken, etc.
• Keep daily receiving report and processes food and beverage invoices according to established hotel and accounting procedures.
• Secure all food and beverage invoices and deliver to accounting daily.
• Weigh all high cost items upon arrival and check the weight against the invoice. Notify any discrepancies to management each day.
• Check for quality of all perishable items delivered. Return any items that do not meet quality or freshness standards and notify management of the return. Keep a log of all returns and deliver the log to accounts payable daily in order to track all credits due.

REQUISITIONS

• Requisition all product from Starbucks through written requisitions
• Maintain the minimum requirements needed for basic operating inventory. 

COST CONTROL

• Report any inventory discrepancies to management immediately.
• Conduct monthly food and beverage inventories.
• Complete food cost worksheet for accounting and cost control.
• Code invoices to account for monthly P&L.
• Follow all par levels put in place by Hotel Management

CONDITION OF STORAGE AND CONDIMENT BAR

• Keep the store room in a clean and organized condition at all times.
• Keep all coolers in a clean and organized condition at all times.
• Stocking the condiment bar up to standards, outlined in the Beverage Resource Manual

FOOD SAFETY

• Take temperatures of a variety of perishable foods daily and keep a log.
• Use First in First out (FIFO) procedures for all items and maintain rotation of perishables.
• All items to be dated and priced at all times.
• Notify management of items when expiration comes due.

• Make sure products are up to Shelf Life Standards (see Starbucks’ Beverage Resource Manual)
• Track all waste, including unopened products

• Ensure Starbucks’ is compliant with Hilton, Starbucks and hotel standards.

OVEN WARMER:

• Communicate with Starbucks Barista – P.O.S. with food orders and warm items when applicable according to Starbucks’ Brand Standards
• Prepares a variety of customer food orders.

P.O.S:

• Recognizing Starbucks’ ‘secret menu’ and be flexible with guest’s orders, all while working in Starbucks’ guidelines located in the Beverage Resource Manual
• Be knowledgeable and able to serve drip coffee to guests

Financial Contribution

• Following steps for charging outlined in the Beverage Resource Manual
• Explain to customers that the price will be determined by the amount of modifications to a core beverage when applicable.
• Follow the Beverage Resource Manual when determining a cup size and charging for a personal cup.
• Utilize the Beverage Identification System to Starbucks’ Brand Standard

PHYSICAL REQUIREMENTS

The frequency codes assigned in these job descriptions are:

Rarely less than 1%

Occasionally 1-33%

Frequently 34-65%

Constantly 66-100%

SITTING: Rarely.

STANDING/WALKING: Constantly on a variety of surfaces (carpet, tile, granite, etc.)

CROUCHING (BENDING AT KNEES): Frequently. Lifting and completing tasks performed at low levels.

KNEELING/CRAWLING: Occasionally. Lifting and completing tasks performed at low levels.

STOOPING (BENDING AT WAIST): Occasionally. Lifting and completing tasks at different levels.

TWISTING/TURNING AT KNEES, WAIST & NECK: Frequently.

CLIMBING: Occasionally. Using a stepstool. 

LEG/FOOT USE: Occasionally.

REACHING (OVERHEAD/EXTENSION): Frequently. Lifting and completing tasks at different levels.

HANDLING/GRASPING: Constantly. 

FINGERING/FEELING: Constantly.

PUSHING/PULLING: Occasionally. Pushing/pulling a cart.

LIFTING/CARRYING: Frequently lifting/moving up to 25 pounds. Occasionally lifting/moving up to 40 pounds.

SPEECH REQUIREMENTS: Constantly required to speak to others in person in English.

HEARING REQUIREMENTS: Constantly required to listen to others in person in English.

VISION: Constantly required to see up close and ability to adjust focus. Occasionally required to see distances.

The Hilton DC National Mall provides equal employment and affirmative action opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disability. If you need accommodation for any part of the employment process because of a medical condition or disability, please send an e-mail to alesia.green@hiltondcnationalmall.com or call 202-484-1000 to let us know the nature of your request.