JOB DESCRIPTION (JD)Barista – With Guest Relations ResponsibilitiesOrganisation: Tora Coffee and Matcha

Department: Food & Beverage (F&B;)

Designation: Barista

Reporting To: Café Manager / Store Manager

Location: As per company requirements

1. Job PurposeTo prepare and serve high-quality coffee, matcha, and other beverages while ensuring an exceptional guest experience. The Barista will also perform Guest Relations Executive (GRE) responsibilities, including welcoming guests, explaining the menu, recommending products, driving sales through suggestive selling, collecting customer feedback, and maintaining positive guest relationships.

- 2. Key ResponsibilitiesA. Beverage Preparation & Bar OperationsPrepare coffee, matcha, tea, and other beverages as per standard recipes and presentation guidelines.
- Maintain consistency in taste, quality, temperature, and presentation.
- Operate and maintain coffee machines, grinders, blenders, and other beverage equipment.
- Follow hygiene, sanitation, and food safety standards.
- Monitor beverage inventory and inform the manager about stock shortages.
- Ensure the cleanliness and organisation of the bar and beverage preparation area.
- Minimise beverage wastage and follow portion control standards.
- B. Guest Relations & Customer Experience (GRE Tasks)Welcome guests warmly and create a positive first impression.
- Explain the menu, ingredients, beverage options, and available customisations.
- Recommend suitable coffee, matcha, and food pairings based on guest preferences.
- Assist guests in choosing products and explain current launches, promotions, and special offerings.
- Ensure guests receive timely service and a pleasant café experience.




- Interact professionally with guests and address their queries, concerns, and complaints.
- Coordinate with the cashier, service team, and kitchen to ensure smooth order fulfilment.
- Check guest satisfaction and resolve minor service issues promptly.
- Collect customer feedback and communicate recurring concerns to the manager.
- Encourage satisfied guests to share genuine feedback and leave Google reviews, without pressuring them or offering unauthorised incentives.
- Support customer engagement activities, including Instagram Reels and social media content featuring guests, with their consent and management approval.
- C. Sales & Revenue GenerationPromote add-ons, beverage upgrades, signature drinks, and complementary food items.
- Practise suggestive selling and upselling to improve the average order value.
- Inform guests about ongoing offers, seasonal beverages, and recent menu items.
- Work towards individual and store-level sales targets.
- Support repeat business by building positive relationships with regular guests.
- D. Service Coordination & Store OperationsCoordinate with the GRE, cashier, kitchen, and store team to ensure smooth operations.
- Ensure orders are prepared accurately and served within the prescribed turnaround time.
- Maintain proper handover of pending orders, stock issues, and guest complaints.
- Support opening and closing procedures,



including equipment checks and workstation readiness.
- Follow the café's SOPs, grooming standards, attendance policy, and operational instructions.
- E. Reporting & Performance TrackingMaintain daily records of beverage preparation, wastage, and stock requirements as assigned.
- Track guest feedback, complaints, and service-related issues.
- Support the store manager in monitoring sales, upselling, and customer satisfaction.
- Share daily operational concerns and improvement suggestions with the reporting manager.

1. 3. Key Performance Indicators (KPIs)Beverage quality and recipe compliance.
2. Order accuracy and preparation time.
3. Guest satisfaction and quality of service.
4. Upselling and suggestive-selling performance.
5. Average order value and contribution to sales targets.
6. Genuine customer reviews and guest feedback.
7. Hygiene, grooming, and workstation cleanliness.
8. Inventory control and beverage wastage.
9. Adherence to SOPs, attendance, and punctuality.
10. Team coordination and complaint resolution.

- 4. Skills & CompetenciesKnowledge of coffee, matcha, and beverage preparation.
- Strong communication and interpersonal skills.
- Customer service and guest handling abilities.
- Sales orientation and suggestive-selling skills.
- Problem-solving and complaint-handling abilities.
- Attention to detail and commitment to hygiene.
- Teamwork, time management, and a positive attitude.

5. General ExpectationsThe employee must maintain professional behaviour, follow company policies, protect confidential business information, and perform both Barista and GRE responsibilities as required by the store manager.

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