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

L A S T

L: Listen 

A: Apologies 

S: Satisfy

T: Thanks

☕ Shift Supervisor Role in Guest Expert Experience (9-Hour Shift)

1. Leading with Warmth & Presence 👋

• Start every shift with a smile and a positive attitude.

• Greet Guests warmly and make sure your team does the same.

• Be the example:
  “Welcome! We’re glad to have you here today. Let’s make it special.”

2. Team Coordination & Support 👥

• Assign tasks smartly based on business flow and staff strengths.

• Monitor staff performance and provide real-time support.

• Motivate your team with encouragement and help during peak hours.

3. Guest Problem Solving & Recovery 🛠️

• Step in immediately when a Guest complaint arises.
  “I’m truly sorry. Let me take care of this right away.”

• Take quick actions to resolve issues and ensure Guest satisfaction.

• Document incidents and prevent them from repeating.

4. Operational Flow & Store Readiness 🔄

• Check all areas before peak times: cleanliness, stock levels, equipment functionality.

• Ensure all products are fresh, well-displayed, and within date.

• Monitor store visuals and make adjustments as needed.

5. Communication & Shift Handover 🗣️

• Keep your team informed about promotions, priorities, or special guests.

• At the end of the shift, complete a clear and brief shift report.

• Maintain smooth communication with the kitchen, delivery staff, and management.

6. Sales, Targets & Upselling 💰

• Track daily sales targets and motivate the team to achieve them.

• Participate in sales and lead by example with upselling:
  “Would you like to add a fresh pastry with your coffee?”

• Promote offers, bundles, and seasonal products.

7. Emergency Handling & Safety 🚨

• Be alert and calm in emergencies (power outage, spills, accidents, etc.).

• Ensure all staff follow safety protocols and know where tools are located.

• Address any hazards immediately to protect team and Guests.

8. Guest-Focused Store Environment 🌟

• Be present and visible on the floor, not just in the back.

• Observe Guest reactions and take note of what makes them happy.

• Pay attention to ambiance: music, cleanliness, line management, etc.

9. Celebrating Team Wins & Giving Feedback 🥳

• At the end of each shift, thank the team for their effort.

• Celebrate small wins (happy Guest, high sales, fast service).

• Provide constructive feedback to help each member grow.

✅ Remember:

Being a Shift Supervisor is not just about running a shift — it’s about leading a team and creating unforgettable Guest experiences for 9 full hours.

The Guest Expert course is not just about theory. Your real exam is on the floor — with every Guest, every drink, and every smile.