Description:
As a Community Barista, you will have cross functional responsibilities in order to offer support for our members and our buildings while managing the purpose built cafe.
Barista Hub
- Be the face of your building - The barista station and cafe area is a hub of the building’s community. You are responsible for managing the Cafe Area during key business hours, ensuring this area is well organised and being ever present for anyone coming into the building to provide support and an exceptional hospitality experience.
- Cafe Management- Preparing and selling coffee to our members, showcasing a high level of knowledge about our products and highlighting the differences between items and educating customers about brewing methods.
- Hygiene Champion- Adhering to all food safety regulations and quality controls and maintaining High levels of hygiene at the barista station and in the cafe area.
- Inventory- Ensure that your building and cafe is well stocked for smooth operation including tracking, auditing, and organising cafe supplies. Reviewing stocks of key consumables and ordering where necessary.
Community Barista
- The Centre of the Community- Make learning the names and roles of our members your business, so you are best placed to create meaningful and mutually beneficial connections between members and the wider Techspace community, so they can accelerate their businesses.
- Know your building and area - This means being able to answer any questions from members and guests related to the building and local area including way-finding, policies and procedures, community etiquette local restaurants, food delivery services, catering options, team outing venues, post office, shipping center, supply store, etc.
- Bespoke Experience- Deliver a 5* bespoke service to each of our members by having a genuine interest in them and their businesses. Through learning about their likes and pain points, you should use this feedback to notice patterns and aim to tailor the Techspace experience to best serve their needs.
- Consistent Auditing- Carry out daily audits of the cafe area and building in general to ensure we are always delivering a 5* building experience that always serves our member’s needs and growth stories. Proactively seek out and escalate any recurring issues.
You are also a vital part of the Community team creating a superb Service Delivery and Community Experience for our members. Though your main focus will be on the Cafe area, you are also expected to assist in the running of the wider building where required and directed by your manager.
These responsibilities will include:
- Event Support- Facilitate the hosting of beneficial and diverse community event programming.
- Product Knowledge- Have a working understanding of most Techspace products and services and how they would be beneficial to our members. Be able to deliver a strong Tech elevator pitch and deliver consultative recommendations to our members.
- Mail Handling - This means ensuring the smooth processing, sorting, and organising of all incoming mail and deliveries. Also leading investigations and resolving ‘lost’ packages and escalating where necessary.
- Assist with move-ins and move-outs - prepare and distribute welcome materials, ensure keycards and keys are ready to create a great first impression for our New Members.
- 5* Service Delivery- Bring a critical mindset to looking at our service delivery, so we can continually improve our offering and deliver a service that accelerates our members’ growth.
- Understand & navigate Building Systems/Platforms with purpose.
- Support & Service Recovery- Assist the building team in the responses to member’s support requests and ensure they are able to get back to focussing on their businesses. Look to always improve your knowledge of our technology, operations and product to improve your ability to troubleshoot problems.
- Safety & Security- Understand the Emergency Action Plans for your location. Ensure the safety of yourself, your team and your members and respond calmly and swiftly to any emergency (fire, medical, security), and respond to directions from your manager in emergency situations.
Key Measurables/Desired Results
- Member Satisfaction - measured through NPS, qualitative feedback and member renewals
- Impact on Key Building Metrics (Churn, Revenue, Sales)
- Cafe P&L