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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.
JOB SPECIFIC EXAMPLE BEHAVIORS
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
Meets Job Expectations:
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
Behavioral Derailers:
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.
STARBUCKS CORE BEHAVIORS
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.
JOB SPECIFIC EXAMPLE BEHAVIORS
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
Consistently Exceeds Expectations:
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
Meets Job Expectations:
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
Behavioral Derailers:
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.
STARBUCKS CORE BEHAVIORS
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.
JOB SPECIFIC EXAMPLE BEHAVIORS
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
Consistently Exceeds Expectations:
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
Meets Job Expectations:
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
Behavioral Derailers:
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.
STARBUCKS CORE BEHAVIORS
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.
JOB SPECIFIC EXAMPLE BEHAVIORS
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
Consistently Exceeds Expectations:
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
Meets Job Expectations:
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
Behavioral Derailers:
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.
STARBUCKS CORE BEHAVIORS
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.
JOB SPECIFIC EXAMPLE BEHAVIORS
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
Consistently Exceeds Expectations:
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
Meets Job Expectations:
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
Behavioral Derailers:
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.
STARBUCKS CORE BEHAVIORS
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.
JOB SPECIFIC EXAMPLE BEHAVIORS
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
Consistently Exceeds Expectations:
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
Meets Job Expectations:
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
Behavioral Derailers:
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.
STARBUCKS CORE BEHAVIORS
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.
JOB SPECIFIC EXAMPLE BEHAVIORS
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
Consistently Exceeds Expectations:
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
Meets Job Expectations:
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
Behavioral Derailers:
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.
STARBUCKS CORE BEHAVIORS
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.
JOB SPECIFIC EXAMPLE BEHAVIORS
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
Consistently Exceeds Expectations:
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
Meets Job Expectations:
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
Behavioral Derailers:
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.
STARBUCKS CORE BEHAVIORS
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.
JOB SPECIFIC EXAMPLE BEHAVIORS
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
Consistently Exceeds Expectations:
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)
Meets Job Expectations:
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
Behavioral Derailers:
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