For Any Issue Or Comment From Our Guest Please Follow Our Standard: 

L A S T

L: Listen 

A: Apologies 

S: Satisfy

T: Thanks

🏆 Store Manager Role in Guest Expert Experience

1. Be the Face of the Brand 👋

• Greet Guests personally when possible — especially loyal or VIP customers.

• Lead with charisma and professionalism, showing the values of the brand.

• Set the tone for Guest service culture:
  “Welcome! We’re here to make your visit amazing, every time.”

2. Leading & Developing the Team 🌱

• Coach Shift Supervisors and team members to deliver outstanding service.

• Identify strengths and areas of improvement for each team member.

• Conduct regular training, feedback sessions, and recognize great performance.

3. Guest Experience Vision & Standards 🌟

• Set high standards for service quality, speed, and consistency.

• Walk the floor regularly to observe Guest interactions.

• Follow up on feedback and always seek ways to improve the experience.

4. Resolving High-Level Guest Issues 🛠️

• Handle serious complaints or special Guest requests with care:
  “I completely understand — let’s make this right together.”

• Empower the team to handle minor issues while being available for escalations.

• Track recurring concerns and implement long-term solutions.

5. Store Readiness & Operational Excellence ⚙️

• Ensure every section of the store (coffee bar, kitchen, retail, nuts section, etc.) meets the brand standards.

• Review cleanliness, equipment, supply levels, and team readiness daily.

• Plan for busy periods, events, and special promotions in advance.

6. Business Results & Guest-Focused Sales 📈

• Monitor KPIs daily (sales, ticket size, Guest satisfaction, etc.).

• Design promotions that both boost revenue and delight Guests.

• Encourage upselling and cross-selling — from a Guest needs perspective.

7. Managing Staffing & Scheduling 📅

• Build efficient schedules that balance productivity and Guest traffic.

• Support team wellness by monitoring workload and morale.

• Handle absences, conflicts, and shift changes smoothly.

8. Health, Safety & Compliance 🧼

• Lead by example in food safety, cleanliness, and hygiene.

• Conduct routine checks and ensure compliance with all health regulations.

• Train the team on safety procedures and emergency response.

9. Store Culture & Guest Connection ❤️

• Create a warm, respectful, and fun environment for both Guests and staff.

• Celebrate milestones, birthdays, and team achievements.

• Encourage staff to treat every Guest like a regular — even if it’s their first time.

✅ Remember:

As Store Manager, you are not just running the store — you are shaping the entire Guest Experience culture.
Your leadership determines whether Guests walk in for coffee… or come back for the people.

The Guest Expert Course is your guide — but your daily performance on the floor is your real legacy.