Joanna Hoxha

Team Leadership & Scheduling:

• Manage a large team of Personal Shoppers, Drivers, and Assistants, ensuring daily schedules, and shift patterns meet operational needs.
• Monitor labour hours, adjust staffing levels, and ensure all roles are fully covered during peak trading periods.
  Performance Management:
• Lead daily team briefings, 1:1s, and performance conversations to communicate targets, updates, and expectations.
• Conduct absence management processes such as return-to-work interviews, formal absence reviews, and ongoing monitoring.
• Handle disciplinary meetings for conduct, attendance, and performance concerns, following company policy.
  Operational Delivery:
• Oversee all online picking, packing, and delivery operations to ensure accuracy, efficiency, and high customer satisfaction.
• Monitor key metrics including pick rate, substitutions, waste, delivery success, and on-time dispatch.
• Ensure full compliance with health & safety, food safety, and operational procedures.
  Store Availability Support:
• Take responsibility for checking and maintaining the store’s morning availability, ensuring accurate stock levels and resolving key gaps.
• Work closely with Trading Managers and replenishment teams to improve availability and product flow.
  Customer Experience:
• Resolve escalated customer issues quickly and professionally, ensuring service standards are met.
• Review customer feedback and delivery metrics to continuously improve the online shopping experience.
  Trading & Store Support:
• Collaborate with other department managers to support wider store performance and strong daily trading standards.
• Drive productivity, effective cost control, and consistent operational excellence across the Online department.

• Recruitment & Staffing: Managed the full recruitment cycle, including posting vacancies, screening candidates, interviewing, hiring, and onboarding new staff. Ensured the cinema was fully staffed for peak periods.
• Training & Development: Delivered training sessions on customer service, health & safety, cash handling, food hygiene, and company standards. Supported continuous staff development and upskilling.
• Scheduling & Workforce Planning: Created and managed weekly rotas to match staff levels with business needs. Monitored attendance, managed shift changes, and ensured efficient labour costs.
• Employee Relations: Acted as the first point of contact for staff concerns, grievances, and conflict resolution. Encouraged a positive, safe, and inclusive work environment.
• Performance Management: Conducted performance reviews, set development plans, and provided coaching to improve productivity and service quality.
• Compliance & Policies: Ensured cinema operations complied with HR policies, UK employment legislation, GDPR, and health & safety standards.
• Payroll & Administration: Managed timesheets, verified hours, monitored holidays/sick leave, and ensured accurate payroll submissions.
• Team Leadership: Led, motivated, and supported a diverse team, fostering teamwork and high morale to achieve sales and customer satisfaction targets.
• Operational Support: Worked closely with the General Manager to support cinema operations, opening/closing procedures, and customer service delivery.

• Customer Connection and Local Business Focus:

1. Foster a welcoming environment for customers, ensuring exceptional service and building relationships within the local community.

2. Prioritize and emphasize customer satisfaction in all store operations.

• Quality Food and Beverage Management:

1. Ensure the consistent delivery of high-quality food and beverages, adhering to standards and regulations.

2. Monitor and maintain inventory levels to guarantee fresh and top-notch products

• Inclusive and Diverse Team Environment:

1. Cultivate an inclusive workplace, supporting and encouraging diversity within the team.

2. Provide guidance and mentorship to create a cohesive and collaborative work atmosphere.

• Effective Store Operations:

1. Manage the GOGS (Goods Order Guide System) effectively to streamline inventory and supply chain processes.

2. Monitor and drive delivery orders to constitute 19% of total sales and aim to achieve a rank among the top four Starbucks UK stores in delivery sales.

• Planning, Prioritizing, and Scheduling:

1. Develop and implement effective schedules to manage tasks, prioritize duties, and ensure smooth daily operations.

• Team Training and Leadership:

1. Train, coach, and mentor team members, emphasizing leadership by example.

2. Conduct ongoing training sessions to improve skills and create a welcoming environment for customers and staff.

• Project Management and District Support:

1. Oversee and work on a project involving 14 stores in the southwest

district, ensuring alignment with company objectives and goals.

• Financial and Business Management:

1. Manage cash effectively, conduct interviews, and oversee the hiring process.

2. Review business reports, analyze trends, and implement strategies to optimize results.

• Health& Safety, Food Safety and Compliance:

1. Uphold health, safety, and food safety standards, sharing knowledge and enforcing these practices throughout the team

• Enhanced Customer Satisfaction: Implemented new strategies resulting in improved customer satisfaction, resected in positive feedback and increased return visits.
• Efficient Team Management: Successfully led and motivated a team, resulting in increased productivity and a more cohesive work environment.
• Sales Growth and Portability: Actively contributed to the development and execution of sales strategies, leading to an increase in store portability.
• Practical Training and Onboarding: Streamlined the onboarding process for new partners, resulting in a more efficient training program and quicker integration into the team.
• Emergency Management: Demonstrated strong leadership by effectively managing the store during the Store Manager's absence, ensuring operations ran smoothly and met targets.
• Compliance and Safety Focus: Proactively ensured the team's understanding and adherence to health, safety, and food safety regulations, contributing to a secure and compliant work environment

• Collaborate with the Store Manager to lead shifts, supporting and inspiring partners to create the best moments for partners and customers.
• Determine roles and delegate tasks, using available tools and resources to set priorities and drive store portability.
• Motivate the store team to ensure exceptional service delivery, pre-empting and resolving issues to optimize the customer experience.
• Identify and capitalize on teachable moments, sharing best practices to foster continuous improvement within the team.
• Drive operational excellence by viewing challenges as opportunities for improvement.
• Execute store operations during scheduled shifts, managing opening and closing duties efficiently.
• Ensure all partners adhere to Starbucks' operational policies and procedures, including cash handling, safety, and security protocols to guarantee partner safety.
• Maintain consistency in delivering quality beverages and food products, following all recipe and presentation standards, and adhering to health, safety, and sanitation guidelines

• Successfully contributed to the smooth running of the store by consistently supporting opening and closing procedures and adherence to safety protocols.
• Assisted during peak hours, ensuring efficiency service delivery and maintaining customer satisfaction.
• Developed strong relationships with regular customers, improving customer retention and loyalty.
• Played a crucial role in cultivating an inviting atmosphere, enhancing the store's reputation as a comfortable and welcoming space.
• Received consistent positive feedback from customers for outstanding service and personalized interactions.
• Maintained a high standard of cleanliness and organization in the workspace, positively impacting both customer experience and team efficiency.
• Ensured the consistent delivery of high-quality beverages and food items, meeting and exceeding set standards, resulting in satisfied and returning and returning customers.

• Coordinated between kitchen staff and front-of-house team to maintain a seamless and e client operation of the buffet section, ensuring prompt service and customer satisfaction.
• Managed inventory levels, overseeing the procurement and storage of ingredients and products to guarantee availability and quality standards were consistently met.
• Enforced rigorous quality control measures to maintain the presentation and taste of food in adherence to the restaurant's high standards.
• Conducted regular inspections to ensure compliance with health, safety, and sanitation regulations, fostering a clean and safe working environment.
• Provided training, guidance, and support to staff, emphasizing the importance of exceptional service and adherence to operational protocols.
• Collaborated with the management team to strategize and implement initiatives aimed at enhancing the buffet service and optimizing operational efficiency.

• TripAdvisor Recognition: Awarded "Best Worker" in the restaurant category in the TripAdvisor Customer Awards for exceptional service and positive guest reviews, showcasing dedication and outstanding performance. (Second year)
• Consistent Positive Feedback: Received consistently positive feedback from customers for exceptional service, attention to detail, and professionalism, contributing to a high level of customer satisfaction and repeat business.
• Efficiency and Accuracy: Demonstrated an ability to efficiently manage orders and prioritize tasks in a fast-paced environment while maintaining accuracy, resulting in reduced wait times and increased customer satisfaction.
• Team Collaboration: Proven track record of effective collaboration with colleagues, fostering a positive work environment, and contributing to a cohesive team that enhances the overall dining experience for customers