Career Center

ASSISTANT MANAGER OF STARBUCKS
(payroll title: Manager Of Program Operations)

Thank you for considering Housing & Food Services at the University of Washington, Seattle.

At the University of Washington, diversity is integral to excellence. We value and honor diverse experiences and perspectives, strive to create welcoming and respectful learning environments, and promote access, opportunity and justice for all.

HFS provides on-campus housing to over 10,000 student residents and operates over 40 dining and café locations that serve the entire campus community. In order to successfully accomplish this, we employ over 1,200 students, classified and professional staff members who work throughout HFS, providing residential and dining services to the campus. As reflected in our mission statement—working together to enhance student life—teamwork and service to our students and customers are at the heart of our business.

To learn about our commitment to diversity, equity, and inclusion at UW Housing & Food Services, you are encouraged to review our Diversity, Equity, and Inclusion Statement Training.

PURPOSE
Starbucks has been a part of the university community for more than 35 years, since it opened the company’s fourth store in the University District. In 2012, Starbucks and UW formalized their partnership to not only offer coffeehouse destinations on campus, but also to create opportunities to bring students, faculty and staff to connect students to jobs, protect the environment, support veterans and military spouses, and promote inclusion and community service. When you become a Starbucks partner on campus, you are joining UW Dining and Housing & Food Services as a state employee with the full complement of associated benefits.

This position manages an assigned Licensed Starbucks Store located on the University of Washington campus to ensure brand integrity and compliance and work collaboratively in support of the HFS Licensed Starbucks Store program.

RESPONSIBILITIES

Operations and Customer Service:
• Ensure unit goals and objectives are implemented.
• Maintain visibility and accessibility with customers, building managers and staff members (during peak service periods.
• Analyze daily attendance and trends, adjusting staffing to meet daily production needs.
• Ensure that unit work complies with UW, HFS and Starbucks policies and procedures.
• Utilizes data from Starbucks Customer Experience reporting, Secret Shopper and Text and Tell to gauge customer satisfaction and responds accordingly.
• Identify and utilize multiple venues for soliciting customer feedback and respond to complaints, questions and special requests.
• Ensure compliance with the Starbucks Operational Excellence Model for managing Licensed Store locations, including marketing displays, customer service, cleanliness and sanitation, purchasing, inventory management and reporting.
• Conduct formal and in-service training as needed on unit and food safety, food preparation and/or customer service.
• Order routine maintenance.
• Ensure compliance with UW Environmental Health and Safety and Starbucks health and safety standards, correcting unsafe conditions and interrupting unsafe work practices.
• Establish and maintain inventory par levels that minimize, waste and document disposition of waste.
• Maintain security measures to prevent theft and vandalism.
• Prepare, approve and/or submit required reports, including payroll, production and service records.
• Utilize the Online Accident Reporting System (OARS) for every work accident and injury; notifying appropriate authorities and personnel.
• Work with students and student groups in planning special events.

Supervision:
• Interview, hiring and evaluate the performance of unit staff.
• Ensure that staff are equipped to perform their work through understanding of their working and learning environment and needs.
• Supervise the work completed by direct reports, ensuring appropriate productivity and quality.
• Evaluate the work completed by direct reports and foster venues for feedback up and down the organization to support and affirm individual, unit and Department success.
• Provide guidance to direct reports on requirements and/or opportunities for learning and professional development.
• Reviews staff schedules and makes adjustments as needed to ensure proper staffing levels are maintained to meet customer service standards.
• Collaborates with General Manager to develop a strategy for staffing that reflects a mix of skill sets and classified and student staff that is effective in executing the daily operation and complies with the Seattle Secure Scheduling Ordinance and Starbucks Licensed Store requirements.
• Ensure that staff have completed all appropriate levels of Starbucks training and certification within established timelines. This includes, tracking and documenting all UW and Starbucks required certification and trainings.
• Uses Workday on a daily basis to review, analyze and approve individual employee time records and leave requests and to monitor and address unplanned overtime, absences and tardiness.
• Consults appropriately with General Manager and HFS Human Resources to ensure that UW, HFS and bargaining unit policies, guidelines are followed in administering progressive, corrective action principles and union contracts are followed in addressing employee performance problems.
• Contributes to the preparation of ongoing and timely performance appraisals for all employees.

Fiscal Management:
• Participate as a member of the Starbucks Licensed Store leadership team in the development of the unit business plan, processes, procedure and budget.
• Utilize the Food Service System (FSS) in conjunction with the Starbucks tools and resources to perform and document regular business operations, including purchasing, inventory, transfers and service menus. This position may be required to perform some tasks directly while reviewing or approving work delegated to staff.
• Use the Food Service System (FSS) to execute, analyze and manage annual, monthly and daily operating conditions and functions.
• Regularly analyze the management systems’ reports and key performance indicators for revenue and expense, reporting on probable causes for budget variances or discrepancies and describing any corrective actions/adjustments taken.
•Establish and maintain proper controls over resources, including cash, inventory and labor.
• Ensure compliance with UW policies on separation of controls between purchasing, receiving and counting inventory.
• Develops and enforces policies and procedures for shrinkage control and loss prevention.

Leadership:
Utilizes Starbucks resources to develop team and create a successful environment for growth and leadership.
• Identify, articulate and model values and behaviors that support an organizational culture characterized as inclusive, positive, productive and committed to serving staff and students.
• Maintain relationships with internal and campus colleagues and stakeholders to foster collaboration and maintain regular feedback loops to ensure awareness of their concerns, policies and/or legal constraints.
• Serve on and encourage others to lead unit teams and lead or serve on Department and professional organization committees.

IMPACT TO THE UNIVERSITY
The Starbucks Licensed Stores provide a convenient and popular meeting place for faculty, staff, and visitors.

POSITION COMPLEXITIES
Manages in a complex and dynamic operating environment that requires compliance, interpretation, application and balancing of UW and HFS policies and procedures Starbucks Licensed Store franchise provisions and the Seattle Secure Schedule Ordinance.

WORKING CONDITIONS
UW Dining operates seven days a week for breakfast, lunch and dinner. The position will have a regular schedule shift with variances to cover other units and to establish and maintain an overall presence and rapport with staff working weekends and evenings.

REPORTS TO
Starbucks General Manager 


MINIMUM QUALIFICATIONS
Bachelor’s degree in hospitality, business administration or related field or accredited culinary certification and one year of experience that demonstrates experience including:

• Effectively addressing customer inquiries and service issues.
• Hiring, training and managing the performance of culinary support and service staff.
• Establishing and maintaining controls for kitchen and food safety and sanitation.
• Controlling costs through the use of financial reports, inventory, purchasing and production records and online payroll, budgeting and financial systems.
• Communicating effectively one-on-one, in groups and through presentations to live and virtual audiences.
• Using Microsoft Office products for communication through MS Teams and Outlook and preparing documents, reports and presentations using Word and Excel.

Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration.

DESIRED QUALIFICATIONS
• Experience in college or university food services.
• Operating and troubleshooting espresso beverages and equipment.

CONDITIONS OF EMPLOYMENT
• A satisfactory outcome from employment reference check.
• Washington State Food Card. 
• ServSafe certification within three months of hire and maintenance of thereafter.
• Completion of Starbucks Barista Basics, Barista Trainer, Licensed Store Operations and Starbucks Management Modules within three months of hire date.

CONDITIONS OF EMPLOYMENT
The application process for UW positions may include completion of a variety of online assessments to obtain additional information that will be used in the evaluation process. These assessments may include Work Authorization, Cover Letter and/or others. Any assessments that you need to complete will appear on your screen as soon as you select “Apply to this position”. Once you begin an assessment, it must be completed at that time; if you do not complete the assessment, you will be prompted to do so the next time you access your “My Jobs” page. If you select to take it later, it will appear on your "My Jobs" page to take when you are ready. Please note that your application will not be reviewed, and you will not be considered for this position until all required assessments have been completed.