Senior Store Manager
Emirates Leisure Retail
Total years of experience :14 years, 1 Months
Responsible for the Stream’s People Development including training from sign on to sign off from Barista to Assistant Managers
Conducts store visits and audits - Brand Standards, Health and Safety and Compliance Checks
Takes overall responsibility with the Stream’s Head Count, Holiday Plan, Weekly Schedule/Rota, and Payroll Instructions
One of the Managers to sign off Barista Maestro and Assistant Managers in the Company
One of the Waste and Availability Champions - conducts coaching with managers on reducing waste and improving availability
Conducts store Business Reviews in support to the Operations Manager
Lead the Store team in all aspects of delivering the best coffee experience to every guest, all of the time
Take overall responsibility for delivering brand standards at all times by ensuring that the store is opened/closed and operated in line with all Costa standards, policies and procedures
Ensure that all relevant Costa Check, standards, and health and safety checks are completed and that all necessary remedial action is taken or issues escalated as required
Take overall responsibility for managing the stock and ordering systems for food and consumables ensuring that the store has 100% supply of items for the customer whilst delivering the budgeted margins/profit
Deal with and resolve customer complaints in line with company policy/procedures
Train, coach and develop the team to ensure that they deliver brand standards and a great customer experience
Train, evaluates and certifies Barista
Conducts workshops for existing Barista Maestro and Managers
Manages stocks delivered
Analyze and act upon financial/performance data to ensure the store is run in the most efficient and profitable manner whilst delivering all other measures on P and L through monthly Business Reviews
Conduct Educational Lesson Plan (ELP)
Review and meet with agents at established intervals
Educate, retrain, and evaluate agents intensively on an ongoing basis
Understand and assure adherence to all regulatory compliance
Maintain discipline through proper procedures
Understand all product knowledge and quality guidelines of the project
Complete all required forms and reports within established time frames
Take escalated calls
Submit suggestions and recommendations for clients, scripts, products, and internal departments
Train new helpdesks
Fixes software, network, printer, voice and email problems
Generates and analyzes IT reports (daily, weekly and monthly) posted on the website
Attends phone calls, logs problems or requests to a tracking system and monitors all incoming emails
Monitors clients’ requests to ensure proper closure
Tracks alerts that may cause system delay or downtime
Facilitates worldwide software and hardware problems/requests
Sends broadcast notifications and creates Helpdesk Procedure for permits and accounts