Job Description

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OVERVIEW/BASIC FUNCTION:

Under the direction of the Coffee Shop Manager, the Coffee Shop Supervisor is responsible for overseeing the daily operations of Bici Coffee, ensuring exceptional product quality and delivering a refined, luxury-level guest experience in alignment with Rosewood Sand Hill standards.

This role supports the management team in leading barista staff, maintaining operational excellence, and fostering a culture of hospitality, professionalism, and attention to detail. The Supervisor will serve as a key link between management and staff, ensuring consistency in both service execution and brand presentation.

Key Responsibilities:

• Deliver exceptional, personalized guest service in accordance with luxury hospitality standards.
• Supervise and support daily operations of the coffee shop, ensuring seamless service flow.
• Lead by example in preparing and serving high-quality coffee, espresso beverages, teas, and light fare with precision and consistency.
• Ensure all offerings meet established standards for quality, presentation, and timeliness.
• Train, mentor, and coach baristas to uphold technical excellence and elevated guest engagement.
• Maintain complete knowledge of all menu items, preparation methods, and ingredients.
• Monitor staff performance and provide ongoing feedback to ensure adherence to service standards.
• Assist in scheduling, staffing levels, and shift coverage in alignment with business demands.
• Oversee opening and closing procedures, including cash handling, reporting, and reconciliation.
• Ensure cleanliness, organization, and maintenance of all equipment and work areas at all times.
• Enforce all health, safety, and sanitation standards in compliance with local regulations and hotel policies.
• Monitor inventory levels, assist with ordering, and ensure proper storage and rotation of products.
• Identify maintenance needs and coordinate repairs promptly.
• Handle guest inquiries and resolve concerns professionally, ensuring complete guest satisfaction.
• Conduct pre-shift briefings to communicate daily priorities, VIP guests, and service expectations.
• Coordinate with hotel departments to ensure seamless integration with overall guest experience.
• Support implementation of seasonal offerings, promotions, and new initiatives.
• Maintain accurate shift logs, reports, and operational documentation.
• Foster a positive, respectful, and team-oriented work environment.
• Perform barista duties during peak periods as needed.
• Uphold all hotel policies, procedures, and service philosophy.
• Perform additional duties as assigned.

CONFIDENTIALITY:

Maintain strict confidentiality of all guests, employee, and hotel information in accordance with company policies.

REQUIRED SKILLS:

General Skills:

• Strong attention to detail, organization, and time management
• Ability to remain composed and professional in a fast-paced luxury environment
• Excellent interpersonal and communication skills
• Guest-focused mindset with a passion for hospitality
• Ability to lead, motivate, and develop a team

Technical Skills:

• Strong knowledge of specialty coffee preparation (espresso, cold brew, etc.)
• Proficiency in operating and maintaining espresso machines and coffee equipment
• Experience with POS systems and cash handling procedures
• Basic understanding of inventory control and cost management
• Ability to train and coach staff effectively
• Ability to prioritize, delegate, and follow through on tasks

Qualifications:

• High school diploma or equivalent required; hospitality education preferred
• California Food Handler Card required
• Coffee certifications (e.g., SCA) preferred

EXPERIENCE:

• Minimum 2–3 years of experience in a coffee shop or café environment
• At least 1 year in a supervisory or leadership role preferred
• Experience in a luxury hotel, high-end café, or hospitality setting strongly preferred

PHYSICAL REQUIREMENTS:

• Ability to stand for extended periods and work in a fast-paced environment
• Ability to lift and carry up to 25 pounds
• Ability to perform repetitive motions (bending, reaching, lifting)
• Comfortable working with hot equipment and in high-activity environments

WORK ENVIRONMENT:

• Luxury hotel coffee shop setting with high guest expectations
• Fast-paced, service-driven atmosphere
• Flexible schedule required, including early mornings, weekends, and holidays

EQUAL EMPLOYMENT OPPORTUNITY:

Rosewood Sand Hill provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any kind in accordance with applicable laws.

PAY

The pay scale for this position is between $28.00 and $31.00/hour. This is the pay range for this position that the Hotel reasonably expects to pay.

Decisions regarding individual rates will be based on a number of factors, such as experience, type of hotel luxury experience and/or Fine Dining Restaurant Experience.

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