Key Responsibilities
1. Deliver Great Coffee
<ul>
<li>Prepare and serve beverages and food items consistently as per brand standards.</li>
<li>Maintain high standards of coffee excellence in every cup.</li>
</ul>
2. Deliver Food Orders
<ul>
<li>Handle food orders efficiently and accurately in accordance with brand quality and presentation standards.</li>
<li>Ensure timely delivery of quality food/non-coffee items.</li>
</ul>
3. Customer Service Excellence
<ul>
<li>Engage warmly with customers, handle queries, and resolve issues promptly.</li>
<li>Upsell products where appropriate and encourage positive feedback.</li>
<li>Aim to create happy, satisfied customers in every interaction.</li>
</ul>
4. Handle Customer Complaints
<ul>
<li>Proactively resolve customer concerns wherever possible.</li>
<li>Maintain records of customer feedback, hygiene audits, upselling success, and order accuracy.</li>
</ul>
5. Maintain Health, Safety &amp; Cleanliness Standards
<ul>
<li>Ensure hygiene and safety protocols are followed at all times.</li>
<li>Maintain a clean and safe working environment in compliance with company standards.</li>
</ul>
6. Product Knowledge
<ul>
<li>Stay updated on all menu items, new launches, and seasonal offerings.</li>
<li>Confidently explain products and make recommendations to customers to drive sales.</li>
</ul>
7. Support New Initiatives &amp; Training
<ul>
<li>Participate in training sessions and new brand initiatives.</li>
<li>Contribute to team skill development and customer delight.</li>
</ul>
8. Business Communication
<ul>
<li>Understand and implement store-level communications, updates, and promotional initiatives effectively.</li>
</ul>
9. Process Digital Platforms
<ul>
<li>Manage Costa Collect and third-party delivery orders efficiently and accurately.</li>
<li>Ensure digital platform standards are met for accuracy and speed.</li>
</ul>
10. Cash Management
<ul>
<li>Handle billing and cash transactions securely as per company SOPs.</li>
<li>Maintain good financial control and accountability.</li>
</ul>
11. Personal Development
<ul>
<li>Participate in ongoing training modules to enhance coffee knowledge and barista skills.</li>
<li>Strive for continuous improvement and career growth.</li>
</ul>
Key Performance Indicators (KPIs)
<ul>
<li>Coffee excellence and beverage consistency</li>
<li>Customer satisfaction and feedback</li>
<li>Adherence to hygiene and safety standards</li>
<li>Product and process knowledge</li>
<li>Efficient digital and cash handling</li>
</ul>
Knowledge, Skills &amp; Experience
Essential Knowledge:
<ul>
<li>Genuine interest in the coffee and caf business</li>
</ul>
Essential Skills:
<ul>
<li>Good verbal communication skills</li>
<li>Professional appearance and conduct</li>
<li>Ability to work independently and as part of a team</li>
<li>Initiative-taking and multitasking abilities</li>
</ul>
Essential Experience:
<ul>
<li>Proven record of reliability, punctuality, and teamwork</li>
</ul>
Desirable:
<ul>
<li>Prior experience in a customer-facing or food service environment</li>
</ul>
Personal Attributes
<ul>
<li>Friendly, approachable, and customer-focused</li>
<li>Flexible and willing to go beyond expectations</li>
<li>Passionate about the product, brand, and customer satisfaction</li>
<li>Honest, open, and dependable</li>
<li>Enthusiastic and eager to learn</li>
<li>Reliable, committed, and team-oriented</li>
</ul>

Guest Relations Executive in New Delhi (UID-13810)

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