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Description
Job Title: Shift Supervisor çJob Type: Full-time | Shifts Reporting to: Store Manager Skip-Level Manager: Area Manager Stakeholders: Customers C Store Employees Aboutthe Role As a Shift Supervisor at Third Wave Coffee, you will be the torchbearer of exceptional store operations during your shift. You will ensure every customer enjoys a memorable coffee experience and every partner is supported to deliver their best. You’ll lead by example and uphold our service, quality, and cleanliness standards while creating a welcoming environment that embodies our brand culture. Key Responsibilities Point of Sale (POS) Operations • Accurately handle customer payments (cash/card) as per SOP. • Follow all guidelines related to Petty Cash handling. Customer Experience • Deliver exceptional service through 6 Customer Touchpoints (Welcome to Service Recovery). • Manage service recovery using the HEART (Hear, Empathize, Apologize, Respond, Thank You) model. • Conduct one coffee tasting per shift; gather and act on customer feedback. • Recommend and upsell menu items to customers. • Ensure timely service adhering to Service Delivery Time SOP. • Drive awareness and registrations forthe TWC Mobile App. Store Operations s Internal Process • Set up Food Display Units (FDU) and maintain cleanliness and freshness standards. • Ensure all equipment, storage, and preparation areas are clean and compliant with SOPs. • Execute FIFO, food safety, and sanitization protocols consistently. • Maintain beverage build standards (Cold Bar, Artisan, LTOs). • Oversee packaging and delivery order execution as per SOP, ensuring quality and speed across platforms like Swiggy, Zomato, Google, etc. • Conduct daily walkthroughs and action any deviation found. • Perform FCB quality checks and maintain daily operational checklists. • Ensure all deliveries are received, stored, and recorded correctly. Training s Learning • Understand deployment and daily duty rosters. • Plan and deliver Barista Basics C Advanced training. • Identify and develop potential Buddy Trainers. • Educate the team on chemicals, cleaning protocols, and dilution standards. Team Engagement s Leadership • Conduct shift briefings covering objectives, deployment, and coffee tastings. • Guide and evaluate housekeeping activities and daily/weekly/monthly cleaning schedules. • Conduct partner section-wise training and monitor grooming standards. • Maintain a positive, inclusive, and collaborative team environment. What You Bring (Competencies) Functional Competencies • Strong communication skills • Customer-centric mindset • Effective planning and task prioritization • Solution-focused approach under pressure Behavioral Competencies • Collaborative team player • Leadership through example • High attention to detail • Responsible and punctual Why Join Us? At Third Wave Coffee, we don'tjust serve coffee – we create moments. If you’re passionate about coffee, hospitality, and leading dynamic teams, this is the place to brew your career to the next level. Apply Now and become a part of India’s fastest-growing premium coffee experienc
