Service Champion

About the jobService Champion at Kaldi's CoffeeOverview: The Service Champion is essential to the Kaldi's Coffee experience, responsible for training and developing our wait staff. As a leader and expert, you will ensure that every team member adheres to Kaldi's Coffee's high standards of service. Your performance will be evaluated through department inspector reports, mystery shopper feedback, and customer complaints.Responsibilities:Training and Development: Lead the onboarding of new wait staff and provide ongoing training sessions to maintain high service standards.Quality Assurance: Ensure all staff consistently deliver exceptional quality and service.Performance Management: Monitor department ratings and provide targeted training to underperforming staff. Collaborate with HR on performance issues and terminations when necessary.Continuous Improvement: Implement enhancements based on inspection reports and customer feedback.Monthly KPIs:Training Completion: Track the number of training sessions conducted.Performance Improvement: Measure improvement in department ratings following training.Feedback Utilization: Track and resolve issues identified in inspector reports.Customer Satisfaction: Analyze mystery shopper feedback and customer complaints.Requirements:Education: High school diploma or equivalent. Further education in a related field is preferred.Experience:Minimum of 15+ years in the service industry.Skills:Exceptional training and leadership capabilities.Strong communication and problem-solving skills.Proficiency in using training materials and reporting tools.Engaging personality with a proven track record in training and development.Join Kaldi's Coffee and lead our wait staff to excellence with your expertise and passion for outstanding service.