success profile - strangepicsstrangepics.net/public/rna_barista.pdf · job description job group:...

Success Profile

Barista

June 2003

SUCCESS PROFILES

Success profiles define the key background, characteristics, and abilities required for

effective performance in an individual position or a set of similar jobs. When

implemented broadly within an organization and integrated across levels, success profiles

define the pathways through which individual performance impacts organizational

strategies.

Purpose: The success profile is the foundation for each application within an HR system. It

provides the basis or “standard” for Career Pathing, Performance Management,

Assessment and Selection, etc. and identifies job challenges/experience, organizational

knowledge, and competencies. These areas are used collectively to develop a complete,

robust picture of what it takes to be a successful partner in Starbucks.

Benefits:

The Success Profile • provides a business-focused metric for success that is behavioral, consistent,

relevant, fair, and legally defensible

• is customized to Starbucks terminology, values, and performance standards.

• can be applied across all HR related activities, ie. Performance Review Cycle

• provides the “glue” for integrating related HR systems and programs to provide a

more systematic, unified approach to overall management of human capital (see

PowerPoint)

• clarify and communicate the most critical factors to be used in employee

development, and thus increase employee bench strength needed to effectively

execute against current and future business strategies

• can be used to generate a common understanding among stakeholders on factors

relevant to job success

Deliverables: Completed profiles targeting specific jobs or levels within Starbucks, including

competencies (with behavioral descriptions and leadership or core behaviors identified),

and behavioral anchors. Behavioral anchors define the critical behavior related to

success, making selection and development more understandable and scalable. This can

then be integrated across all succession management phases.

Success Profile

Promotion

Selection

Strategic Planning

Career Planning

Success Profiles define the pathway through which individualperformance impact organizational strategies…

Training Performance Management

Succession Planning

Competencies

Job Description Job Group: Retail Store Support Job Family: Retail Operations

Sub Family: Job Title: barista

JOB SUMMARY AND MISSION This job contributes to Starbucks success by providing legendary customer service to all customers. This job creates the Starbucks Experience for our customers by providing customers with prompt service, quality beverages and products, and maintaining a clean and comfortable store environment. The incumbent is responsible for modeling and acting in accordance with Starbucks guiding principles. SUMMARY OF KEY RESPONSIBILITIES

Responsibilities include but are not limited to the following:

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.

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.

Acts with integrity, honesty, and knowledge that promote the culture, values, and mission of Starbucks. Maintains a calm exterior presence during periods of high volume or unusual events to maintain a clean and comfortable store environment.

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.

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.

Maintains a clean and organized workspace so that partners can locate resources and product as needed.

Recognizes and reinforces individual and team accomplishments by using existing organizational methods.

Contributes to positive team environment by recognizing alarms or changes in partner morale and communicating them to the management team.

Assists with new partner training by positively reinforcing successful performance and giving respectful and encouraging coaching as needed.

Maintains regular and consistent attendance and punctuality.

SUMMARY OF EXPERIENCE • NO PREVIOUS EXPERIENCE REQUIRED. REQUIRED KNOWLEDGE, SKILLS AND ABILITIES • Strong interpersonal skills • Ability to understand and carry out oral and/or written instructions and request clarification

when needed • Ability to learn quickly • Ability to work in a team • Ability to develop and maintain effective working relationships with partners

RESULTS ORIENTED Gets results and achieves goals.

STARBUCKS LEADERSHIP BEHAVIORS

Reads situations quickly.

Spends his/her time on what’s important.

Quickly zeros in on the critical few and puts the trivial aside.

Can quickly sense what will help or hinder accomplishing a goal.

Eliminates roadblocks.

Stays focused on results.

Good at figuring out the processes necessary to get things done.

Knows how to organize self to meet expectations.

Challenges, stretches and drives others for results.

Understands how his/her role contributes to company profitability and how top

performance contributes more.

JOB SPECIFIC EXAMPLE BEHAVIORS

Challenges self to achieve stretch goals.

Implements the plans to increase sales while controlling operational costs.

Is driven to meet and exceed expectations.

Obtains results appropriately, not at the expense of peers or acceptable Starbucks

business practices.

Prevents irrelevant issues or distractions from interfering with the completion of

tasks.

RESULTS ORIENTED

Consistently exceeds expectations:

Challenges self and peers to exceed goals

Does not settle for “sufficient” performance

Finds ways to increase efficiency during busy times; does things to accelerate processes

Overcomes the stress and pressure that may be required to drive results

Suggests innovative ways to achieve results

Works tenaciously and gets satisfaction from exceeding results

Meets Job Expectations:

Constantly drives for more

Does what needs to be done without focusing on “whose turn it is”

Focuses effort on things that matter

Follows up with manager to ensure goal achievement

Helps to eliminate roadblocks

Monitors own progress toward completion of goals

Plans ahead and prepares for standard rush hours

Seeks support, as needed, to accomplish tasks

Stays focused on key tasks

Takes responsibility for achieving results during shift

Understands how own actions affect the bottom line

Behavioral Derailers:

Allows irrelevant issues or distractions to interfere with achieving goals

Blames others for failures

Lacks self-discipline

Reluctant to take advantage of opportunities to increase business/sales

Seldom shares key information with peers or management

CUSTOMER FOCUS Delivering legendary service that meets and exceeds customer expectations.

STARBUCKS CORE BEHAVIORS

Responds to and clarifies customers needs.

Clearly communicates the level of service customers can expect.

Uses customer feedback to improve products and services.

Gains customers’ trust and respect.

Establishes and maintains effective and on-going relationships with customers.

Follows-up with customers to make sure their needs were met and that they

are satisfied.

Actively models and displays passion for legendary service.


Anticipates the needs of customers and constantly tries to improve customer

satisfaction.

Avoids unreasonable commitments.

Follows up with customers to ensure needs are being met.

Gathers and shares information with customers to better meet their needs.

Is highly responsive to customer needs and requests.

Seeks information to understand customer’s needs and develop appropriate

solutions.

CUSTOMER FOCUS

Consistently Exceeds Expectations:

Acknowledges waiting customer’s frustrations during periods of high volume or

unexpected rush

Anticipates customer needs or problems and provides appropriate solutions

Draws upon past experience to effectively handle customer issues or problems

Examines the situation from the customer’s perspective when complaints arise

Follows up with customers to make sure needs are being met

Gauges satisfaction or dissatisfaction by reading customer cues

Goes out of his or her way to meet special needs or requests

Knows customers by name or drink


Actively engages customers by asking questions to meet their needs

Communicates with customers in a way that makes them feel appreciated; displays a

positive attitude toward customers

Delivers legendary customer service by acting with a “customer comes first” attitude

Demonstrates a positive and professional attitude towards Starbucks customers at all times

Demonstrates the type and level of service customers can expect

Educates customers on Starbuck’s products and services

Is able to meet the needs of difficult customers

Makes it a point to always greet customers with a friendly smile, regardless of workload

Recognizes new customers and takes action to make them feel welcome

Takes appropriate and immediate action to resolve customer complaints


Avoids difficult customers

Creates an atmosphere where customers feel unwelcome

Feels it is management’s responsibility to deliver legendary customer service

Ignores input from customers

Lets unhappy customers leave the store without attempting to resolve their issues

Makes excuses for poor customer service

Promotes an “us versus them” mentality when discussing customer problems

Reacts defensively to customer complaints

Uses sarcasm as a customer service method

COMPOSURE Remains calm, maintains perspective and responds in a professional manner when

faced with tough situations.


Is cool under pressure.

Holds things together during difficult times.

Handles stress effectively.

Remains balanced when confronted by unexpected circumstances.

Demonstrates constructive behavior in the face of frustration.

Is a settling influence in a crisis.

Sees conflicts as opportunities.

Looks for common ground in conflicts and gets cooperation with a minimum of

noise.


Copes appropriately with conflicting work demands.

Faces ethical or value conflict demands.

Handles internal/external customer complaints or resistance.

Remains flexible, open, and positive in the face of changing needs and customer

demands.

COMPOSURE


Effectively handles unexpected circumstances or distractions

Handles high-pressure situations calmly

Manages personal stress level and displays appropriate behaviors and actions on the sales

floor

Remains confident during times of crisis

Takes appropriate action to minimize the effects of crisis situations; seeks advice and

input from the Shift Supervisor as needed


Addresses irate or frustrated people in a calm and respectful manner

Allows teammates to appropriately vent as necessary

Avoids transferring undue stress to the customer

Demonstrates patience and resilience at all times

Puts everyday frustrations aside and moves on to focus on the positive

Has a positive outlook on the future

Seeks to minimize the impact of problems

Remains calm during periods of high volume or unusual events

Responds calmly and professionally when challenged


Assumes the worst

Becomes easily frustrated in stressful situations

Easily overwhelmed by problems

Focuses on the negative

Inappropriately displays emotions; disrupts others through his/her emotional outbursts

Is easily annoyed by unexpected change or stressful situations

Loses focus during times of conflict or crisis

PERSONAL LEARNING Takes personal responsibility for the continuous learning of new knowledge, skills,

and experience.


Learns quickly.

Embraces change.

Relentlessly inquisitive.

Open to suggestions and finding solutions.

Analyzes both successes and failures for clues to improvement.

Enjoys the challenge of unfamiliar tasks.

Quickly grasps concepts.

Aware of his/her impact of actions and adjusts personal behavior accordingly.

Seeks feedback.

Seeks opportunities for learning through personal resourcefulness.


Makes efforts to improve skills.

Seeks and acts on constructive feedback; applies learning from others to enhance

own abilities.

Takes responsibilities or tasks to develop oneself.

Try new approaches to performing work in order to develop a better way.

PERSONAL LEARNING


Not afraid to enter into a potentially uncomfortable situation for the sake of learning and

developing

Seeks ways to develop professionally inside and outside of Starbucks (i.e. classes,

workshops)

Seeks work opportunities, job assignments, or projects to increase skill level

Takes an active interest in self-development

Views job as a starting point to a professionally satisfying career


Approaches development opportunities with an open mind

Creates personal challenges for himself/herself

Looks to Shift Supervisor to enhance understanding of a particular issue/topic

Readily absorbs and applies new information

Requests time from Shift Supervisor to participate in learning activities

Shows steady and consistent progress towards meeting development goals

Takes the initiative to ensure he/she is up-to-date on product/beverage knowledge


Avoids learning new skills; assumes he/she knows it all

Blames others for lack of promotion, learning, or growth

Comfortable doing the same things over and over; does not push him/herself to learn new

things

Fails to apply new knowledge and skills on the job

Shows little interest in finding ways to do the job better

Unable to learn new skills required for continued success

Waits for development opportunities to be provided instead of seeking them out

DEALING WITH AMBIGUITY Able to successfully function during times of uncertainty and changing priorities.


Can effectively cope with change.

Can shift gears comfortably.

Solves problems creatively.

Can decide and act without having the total picture.

Is comfortable handling multiple tasks and priorities.

Can comfortably handle risk and uncertainty.

Is flexible and adaptable when facing tough calls.

Can move ahead when things are not clear.


Adapts effectively to culture change efforts.

Adapts successfully to changes in company policies or strategic direction.

Demonstrates ability to handle change.

Easily adjusts to frequently changing work assignments.

Maintains effectiveness during major organizational, departmental, or team

changes.

DEALING WITH AMBIGUITY


Adapts interpersonal style to effectively interact with a variety of people; works

comfortably with people of diverse cultures or backgrounds

Enjoys taking on new challenges

Not afraid to try new, sometimes undefined, tasks

Relies on past experience to guide self and others in times of uncertainty

Sees change as an opportunity for learning


Adapts to shifting priorities or changes in role

Adjusts to changing procedures in order to ensure store operations are running smoothly

Concentrates on issues that he/she can control during times of ambiguity

Is not afraid of change

Optimistic towards new programs and initiatives; looks for the good proposed changes

Maintains flexibility during challenging situations

Modifies tasks in order to adjust to changing work assignments

Treats others appropriately, even in times of chaos


Assumes most changes are unnecessary

Has difficulty prioritizing tasks when faced with conflicting demands

Needs constant direction and supervision during times of uncertainty or increased volume

Reluctant to break with past practices

Resistant to change; avoids new ways of doing things

Unable to shift priorities or change direction when necessary

DECISION MAKING Makes timely and quality decisions based on a mixture of analysis, wisdom,

experience and judgment.


Makes timely decisions, sometimes with incomplete information and under tight

deadlines and pressure.

Most of his/her decisions turn out to be correct and accurate when judged over

time.

Able to make a quick decision.

Uses logic to make decisions.

Looks beyond the obvious and doesn’t stop at the first answers.

Sought out by others for advice and solutions.

Seeks advice and help from others.

Involves and enables others to be a part of the decision making process.

Gives others the appropriate amount of time to achieve a quality and timely

decision.


Able to see the big picture.

Displays sound judgment when making decisions.

Identifies trends and/or root causes.

Involves and informs appropriate individuals in the decision making process.

Recognizes gaps in information; gathers relevant data to understand problems or

opportunities.

Takes clear and timely action.

DECISION MAKING


Able to recognize potential problems before they manifest into larger issues

Considers options and/or alternatives before committing to a course of action

Learns from past mistakes; doesn’t make the same poor decision twice

Relies on own knowledge/expertise to make the best decisions

Sees associations or links between seemingly independent data/information


Accepts responsibility when a poor decision is made

Actively seeks the correct answer, not just the first answer

Gathers additional information when needed to make judgment calls

Involves others with specific knowledge/expertise to make the best decisions

Makes appropriate use of service recovery tools (e.g., drink coupons, complementary

upsizing of drinks)

Makes effective decisions when necessary and appropriate

Notifies supervisor when faced with customer complaints or concerns that are beyond

his/her ability to resolve

Recognizes when and what information should be shared with the Shift Supervisor

Thinks things through before taking action


Can not recognize warning signs or signals before problems emerge

Fails to seek advice or guidance from SM, ASM, or others when appropriate

Is uncomfortable relying on own experience when making decisions

Makes decisions outside scope of authority

Makes decisions without considering the possible negative consequences (i.e., shoots from

the hip)

Sits on problems; waits for SM or ASM to take the lead

INTERPERSONAL SAVVY Builds effective relationships with all people; up, down, and sideways, inside and

outside Starbucks.


Builds professionally appropriate rapport.

Uses diplomacy and tact.

Ask for help.

Listens and acknowledges others.

Maintains and enhances the self-esteem of others.

Can diffuse high-tension situations comfortably.

Can quickly find common ground with all people.

Can represent his/her own interests and yet be fair to other people or groups.

Picks up on the need to change interpersonal behavior quickly.

Can solve problems with others with a minimum of noise.

Is seen as a team player.

Is cooperative.

Easily gains trust and support of others.

Encourages collaboration.

Can be candid with others and not cause them to become defensive.

Works effectively with all people equitably regardless of race, color, national

origin, religion, sexual orientation, physical or mental disability, age, veteran

status, marital status, or any other partner characteristic.


Asks for input from peers and team members.

Builds and develops relationships with others to accomplish work goals.

Displays genuine concern for the needs and wants of internal partners.

Maintains the confidence and esteem of others.

Shares own thoughts and ideas with others to find mutually agreeable solutions.

Supports group decisions even if not in complete agreement.

INTERPERSONAL SAVVY


Addresses conflicts with other team members

Asks for ideas and encourages partners to express contrary points of view

Maintains an environment that encourages respect for others

Encourages collaboration across diverse groups; looks for opportunities to establish

common ground

Proactively builds strong working relationships with partners to facilitate goal

accomplishment

Puts personal agenda aside in order to support team or store goals

Speaks candidly with people; tailors messages to the level of the audience


Develops positive relationships with shift team

Draws the line between friendship and authority

Enjoys and willingly helps others

Observes new partners and provides respectful feedback

Helps partners complete operational tasks as appropriate and necessary

Listens and responds with empathy; shows an interest in partner’s concerns

Maintains a sense of humor that is appropriate for the workplace

Motivates self and others to set goals set by Store Manager

Sets ample time for team or individual discussions with partners; does not minimize

partners’ issues

Works effectively with all people, regardless of their personal background


Acts superior towards others; conveys a sense that his/her role is more important

Does not connect or show an interest with peers

Can not earn the trust or respect of partners

Gossips; slanders people in conversations

Is not tolerant of diverse opinions or beliefs

Places personal agenda above the needs of the team

ETHICS AND INTEGRITY Adheres to Starbucks values, beliefs and principles during good times and bad.


Easily gains the trust and support of others.

Can present the unvarnished truth in a direct, appropriate and helpful manner.

Keeps confidential information as appropriate.

Admits mistakes and takes responsibility for personal behavior.

Doesn’t misrepresent him/herself for personal gain.

Practices what he/she preaches.

Supports equal and fair treatment for all.


Acts in the best interests of the company.

Holds self to higher standard than is required by formal policy.

Compares own decisions and actions to the company vision to ensure alignment.

Sets the tone through own actions in maintaining an environment where ideas can

be shared, questions can be asked, and individuals are accountable for their own

actions.

ETHICS AND INTEGRITY


Acts with integrity, honesty, and knowledge that promote the culture, values, and mission

of Starbucks

Consistently models effective behaviors and raises the bar for own performance

Demonstrates a high level of personal integrity and trust

Interacts openly and honestly with those around them; is consistent in his/her mannerisms

Maintains an open shift atmosphere allowing others to speak freely when appropriate


Adheres to stated policies and procedures; even when it is inconvenient to do so

Adheres to the Starbucks mission statement

Discusses problems or conflicts openly with peers

Displays a positive attitude about Starbucks to partners and customers at all times

Freely admits when he/she makes a mistake

Open and direct with management; does not hide important information from management

Respects authority of his/her manager; does not go around his/her manager or do things

that might undermine their authority

Treats others with respect and dignity at all times


Belittles or slanders others

Does not communicate partners concerns to shift supervisor

Does not follow company policies and standards

Feeds the gossip chain

Inconsistent in words and actions

Is not comfortable notifying management; feels he/she is “tattling”

Misrepresents own contribution; takes credit undeservedly

Pushes the blame on others for own mistakes

COMMUNICATION Clearly conveying information and ideas either formally or informally to individuals or

groups in a manner that engages the audience and helps them understand and retain

the message.


Clarifies purpose and importance; stresses major points; follows a logical

sequence.

Keeps the audience engaged through use of techniques such as analogies,

illustrations, body language, and voice inflection.

Frames message in line with audience experience, background, and expectations;

uses terms, examples, and analogies that are meaningful to the audience.

Seeks input from audience; checks understanding; presents message in different

ways to enhance understanding.

Uses syntax, pace, volume, diction, and mechanics appropriate to the media being

used.

Attends to messages from others; correctly interprets messages and responds

appropriately.


Conveys ideas (verbal or written) at a level appropriate to the audience.

Shares information in a manner that interests the audience.

Uses appropriate conventions (e.g., grammar and syntax) when communicating. Uses appropriate nonverbal communication (eye contact, gestures, posture) when

communicating with others.

COMMUNICATION


Chooses communication methods that will have the greatest success with the target

audience (e.g., customers, partners, manager, etc.)

Explains information in way that is understood by all

Listens and actively responds to the others’ messages


Addresses customers in a clear and concise manner

Communicates with openness and sincerity

Ensures that appropriate and relevant information is shared with partners and manager

Is receptive to ideas and suggestions from others

Practices attentive listening

Speaks in a logical and understandable way

Uses appropriate language and chooses words carefully

Uses appropriate syntax, diction and mechanics


Appears distracted or disinterested when speaking to others

Communicates in a vague or indirect manner (i.e., talks in circles)

Dominates conversations

Is a poor listener

Lacks confidence; does not convey messages with impact

Often uses inappropriate words (e.g., excessive slang, jargon, profanity)

WORK STANDARDS Setting high standards of performance for self and others; assuming responsibility and

accountability for successfully completing assignments or tasks; self-imposing

standards of excellence rather than having standards imposed.


Establishes criteria and/or work procedures to achieve a high level of quality,

productivity, or service.

Dedicates required time and energy to assignments or tasks to ensure that no

aspect of the work is neglected; works to overcome obstacles to completing tasks

or assignments.

Accepts responsibility for outcomes (positive or negative) of one’s work; admits

mistakes and refocuses efforts when appropriate.

Provides encouragement and support to others in accepting responsibility; does

not accept others’ denial of responsibility without questioning.


Shows pride in work.

Sets a positive example of high-quality work for partners and peers.

Sets high standards for work performance for self.

Reviews products and other’s work for quality.

WORK STANDARDS


Critiques own performance and strives to do better

Sets high standards of work performance for self

Shows pride in work that is reviewed by others (e.g., manager, customer)


Completes tasks when appropriate and according to SM/ASM instructions

Executes store operations during scheduled shifts; organizes opening and closing duties as

assigned

Follows all cash management and cash register policies

Follows operating procedures, including cash handling, safety, and security

Is knowledgeable on store emergency and evacuation procedures/policies

Keeps safe locked and secured at all times; does not leave safe unattended

Maintains cleanliness and sanitation standards

Notices flaws or defects in vendor products; notifies manager as appropriate

Notifies manager when unable to work a scheduled shift

Realizes the importance of timeliness; meets attendance and punctuality requirements

Recognizes safety and security concerns and notifies management as necessary

Reviews and comments on partners’ work to ensure quality

Takes action to remain up to date on product/beverage knowledge

Takes breaks as necessary and appropriate

Understands and relates the importance of store organization and cleanliness


Does not enforce store safety or emergency policies to the detriment of the team

Is often late for start of shift or arrives “just in time”

Maintains indifference regarding store cleanliness

Neglects to re-order products in a timely fashion; fails to notify manager of product

shortages

Relies on others to perform operating procedures (e.g., cash management, opening/closing)

that are outside of their role

Routinely fails to communicate unplanned absences to manager

Takes short cuts when preparing beverages; does not follow Starbucks recipe standards

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