Starbucks Barista By: Breeze Fromm-Sarto, Brandon Morales, Nick Oliver, David Savage, Angelina Ketcheva, Marlena Warjas.
A. Job Description ●
Baristas
personally connect with, laugh with and uplift the lives of our customers – even if just for a few moments. Their work goes beyond handcrafting a perfectly made beverage; it’s about creating a human connection with every customer
Tasks: ● ● ● ●
Receive and process customer transactions Prepare and serve beverages and food items Clean and sanitize work area, utensils and equipment Describe menu items to customers and suggest appealing products
B. mission statement “To inspire and nurture the human spirit – one person, one cup and one neighborhood at a time” With our partners, our coffee and our customers at our core, we live these values: ● ●
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Creating a culture of warmth and belonging, where everyone is welcome. Acting with courage, challenging the status quo and finding new ways to grow our company and each other. Being present, connecting with transparency, dignity and respect. Delivering our very best in all we do, holding ourselves accountable for results.
“We are performance driven, through the lens of humanity”
C. Connecting job description to the mission statement ●
First point of contact between business and customer ○
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Service to the customer ○
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It is critical the first impression between barista and customer upholds high standards of customer service Be prepared, act quickly, and understand the customer wants
Environment ○
Work with a sense of purpose
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Enjoy interacting with customers and co-workers, as a pleasurable workplace reflects upon store
D. where does the job fit within the organizational structure? ●
This job is the foundation of the company in order to maintain sales and profit
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Baristas are the first people to communicate with customers and build strong positive relationships
Which organization structure is appropriate given your perspective of the organization’s strategic direction?
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Decentralized structure makes it easy for baristas to communicate and collaborate with shift supervisors and store managers
E. Job MPS and Scores MPS: 129.76 Skill Variety: 3.33 Task Identity: 3.67 Task Significance: 3.33 Autonomy: 4 Feedback: 4 Understanding the different areas of a MPS can be used to see what is missing in a job. According to the scores areas to increase would be task identity, skill variety, and feedback
F. BIG FIVE PERSONALITY TRAITS 1. 2. 3. 4. 5.
Openness Conscientiousness Extraversion Agreeableness Neuroticism
The incumbent was high on openness and conscientiousness and low on neuroticism and extraversion. This helped us to be able to see that Starbucks wants to attract candidates that are willing to learn, but also will be professional.
G. problems with job description 1. “No experience necessary” 2. “Contributes to positive team environment by recognizing alarms or changes in partner morale and performance and communicating them to the store manager” 3. “Comply with a dress code that prohibits displaying tattoos, piercings in excess of two per ear, and unnatural hair colors, such as blue or pink” 4. “Make handcrafted quality beverages”
H. solutions with job description 1. Having a customer service background (i.e retail, food/beverage) experience would benefit the employee 2. Manager on duty should be surveying staff for problems, employee morale and performance 3. Deters employees from self-expression 4. Training is insufficient for the quantity of beverages offered
I. Job Description Adjustments 1. 1 year of customer service experience is preferred as interacting with customers is a primary skill 2. Awareness of teams 3. No tattoos or piercings that display profane material or deemed inappropriate by hiring manager 4. Be prepared to handle diverse beverage menu
J. KSAO’s ●
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Ideal KSAOs for the candidate would include: Communication skills, ability to work in a team, able to multitask, customer service skills, previous barista experience These KSAOs are fundamental to do well on the job so they should be used as a reference when assessing any candidate's skills in the hiring process
J. KSAO’s continued ●
Reliability and Validity ○
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Legal Standards ○ ○
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Background Checks Drug Tests
Employment Tests ○
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Emphasize the importance of diversity Emphasize their dedication equality
Info Gathering ○ ○
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Reference Checks
Personality tests
Interviews ○
Using Structured Interview, Situational Interviews, and Behavior Description Interview
k. how to validate your selection testing methods used in the interview process ●
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Compare the candidate's’ job performance with that of employees who used different selection tests and have been hired Test new candidates after the training process to determine if their job performance is optimal, such as menu tests After the first two weeks, have a progress evaluation with the new hire to see if they are meeting the standards and what area(s) they need development
L. Example Interview Questions 1) During a rush period you have customers waiting to order and receiving drinks at the same time, how would you handle the two stations? 2) What would you do if you had a conflict with a fellow coworker? 3) If a customer has a complaint what are the steps you would take to rectify the situation? 4) Give me an example of a time you went above and beyond to help a co-worker. 5) What do you think is the most important skill for a Starbucks barista to have?
M. How would you use the job description and job analysis conducted to address the multiple hurdle model, the compensatory model? ●
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Based on our job analysis conducted, Starbucks baristas do not complete assessment tests that are needed to properly evaluate their skill set Just based on scores applicants can be deemed unfit for the barista position
N.How would you use these tools to assist in communicating the decision? ●
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If candidates did not fit into the big five traits necessary for the job, explain to them where they didn’t fit Let incumbents know if they didn’t meet certain requirements based on tests scores from the assessment and interview questions and answers
How can you better use job analysis and job descriptions in strategic management of your human resources as well as your own careers? ●
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A good job analysis and job description can help people identify what a specific job requires. Meaning based on a good job description hopefully employers will attract well-matched applicants and hopefully candidates will be able to realistically see if their skills will make them a good fit. Analyzing a job allows employers to be able to see where they can improve the job in order to have satisfied employees.
questions? comments? concerns?
