ECG Ventures II is an Alberta based privately held company that operates food and beverage outlets specifically in Canadian airports. The airports we currently operate in are Edmonton, Calgary and Vancouver. Within these airports we operate multiple brands including Triple Os Burgers, White Spot, Phil and Sebastians Coffee Roasters, OEB, Avalon and Wheels Up.
ON-THE-FLOOR: 80-95%, OFF-THE-FLOOR: 5-20%
Inspire and enable your team members to be better everyday - to care about quality, service and upholding high standards.
LEADERSHIP
● Team Communication - weekly written and verbal communication with the team on upcoming initiatives, cafe’s current focus, coffees, food updates, internal recognition, etc..
● Staff Development - regular meetings with individual team members to assess their progress, their goals, challenges, hear their concerns and systematically evaluate and recognize them.
● Staff morale – nominate deserving staff for recognition. Plan cafe team building initiatives. Evaluate staff members quarterly. Monitor morale, work with DOCO on initiatives to improve. Look for options to modify staff budgets with ADOCO when the budgets are affecting staff morale or service quality.
● Coaching – continually work with the ACL and the team to improve individual performance. The CL is the coach and mentor of the ACL and must train them and delegate.
● Onboard – lead new hire onboarding and sign their hiring off. *downtown: along with help of ACL for all 3 locations*
● Training – produce weekly feedback on training progress and request for training needs as a part of onboarding and ongoing evaluations.
● Service Training and Coaching - continuously work with the team to provide high quality service and live our ethos, as described in the customer service manifesto
● Ensure the cafe’s documentation suite (especially checklists) are up-to-date and assigned throughout the week
● DOCO/ADOCO Communication - weekly written and verbal communication of schedules, issues, staff recognition
FINANCIALS
● Schedules – use the hours budget to create a schedule - work with DOCO if additional shift creation help is required.
● Schedules - monitor sales and adjust schedule up or down to reflect realities - approval from ADOCO
● Financial accountability – review monthly financials with the DOCO and participate in financial initiatives.
● Track and manage waste costs, implement waste reduction initiatives.
● Cash Recon – ensure that the cash drops are accurate and perform weekly cash counts reconcile1.
OPERATIONS
● Schedules – manage schedule coverage (time off, availability, sickness)
● Schedules – maintain pool of “available staff” for shift coverage (shared with all CLs)
● Schedules – first line of defense for schedule coverage1
● New hire gate keeping – within two months of hiring a new staff member, the CL will decide if this person stays or not
● Launches – ensure new product launches and initiatives are carried out smoothly, staff are trained and aware
● Maintenance – assist ACL whenever further escalation is required and ask for ADOCO support when needed.
● Maintain the digital checklists within the checklist tool determined by the DOCO
● Deal with real-time emergencies as per the emergency response manual
● Carry out the cafe look and feel standards (organization, “outside/inside customer view”, music, apparel)
BACK-UP FOR ACL
● Supply Management – ensure stock inventory levels are right and orders are placed at the right times. Roast date management.
● Maintain cleanliness, sanitation, tidiness and organization of the cafe
● Uphold QC standards on food and drink. Report quality issues to DOCO - for training or QC follow up.
● Shift Leadership - assign roles on the floor, manage breaks, rotations.
SERVICE
● Lead by example – demonstrate exemplary customer service and quality.
● Deal with in-café customer complaints.
Cafe Leader • Calgary, AB
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