BUSI 3102: Job Analysis and Design at Starbucks: Employee Insights

This report provides a detailed job analysis of a Starbucks employee, focusing on the roles and responsibilities within the company. The analysis covers various aspects of the job, including customer service, inventory management, and operating the POS system. The employee's duties encompass stocking supplies, maintaining equipment, assisting baristas, and handling customer transactions. The report highlights the essential skills required for the job, such as adaptability, communication, and problem-solving. The employee emphasizes the importance of customer interaction and creating a positive work environment. Furthermore, the report suggests improvements to the job, specifically addressing the need for a more spacious and safer workspace for baristas to prevent accidents and enhance efficiency.

BUSI 3102 – Job Analysis and Design
When I first started working at Starbucks, I was given some duties and responsibilities like, CS
which Customer Support and I am responsible for a few things in CS such as, having to stock the
shelves with supplies that we need and will be using for the day, making sure all the equipment
and coffee machines are working perfectly and making sure if they need maintenance or not, I
also clean them and make sure that they are running smoothly throughout the day. I check from
time to time on our inventory and make sure that the supplies that are used for making the
beverages are not expired, I am also responsible for assisting the baristas (coffee makers)
whenever needed because we act as one unity, a huge part of the job is us, the employees, being
able to help each other and be a team. Also managing the register or as we name it in Starbucks
POS: Point of Sale. Here my duties are easy, I just handle the transactions whatever they are,
cash or card, that happen and place the order for the customer and I just add a few notes to the
order if needed by the customer. I am sometimes also responsible for making the drinks for the
customer, depending on what type of shift I will have that day.
There were not a lot of skills or abilities required for this job and no education is required as well
as it is not a corporate job, it is an entry level job. This is a type of job that you actually pick up a
lot of skills and abilities along the way. One feature that they value and require which is not as
much as the ability to do something but having the will to learn new things, new things that will
be helpful for you and the job. A skill that they require is being able to work and adapt under
pressure because there is always a line of customers that keeps on going and we aim to provide a
fast service as a lot of people come in to grab a quick coffee before work or school, so we value
their time and we need to be quick with taking, making, and serving the order in an appropriate

amount of time. We also need to be punctual with our time, not be late to the job, having good
communication skills to be able to communicate with other employees and customers, and to
have problem solving skills and use them when needed to solve a work-related problem and be
able to act and be quick on your feet.
Some of these skills help me to perform my job on a high level, a skill which I like having very
much is being able to communicate with the customer, for example in the early mornings you are
the first person that the customer see’s when they approach the store to get their usuals, to make
them feel comfortable you need to be able to handle that grumpy customer and try to make them
ungrumpy by saying something nice or flattering that might make their day, making him/her
smile which could take them out of the morning mood that we all experience on some days. At
Starbucks we don’t only serve beverages and food we serve smiles as well because you never
know how a simple smile can go a long way, a long way into changing a person’s mood from
bad to good which can give them a boost to their day. Also being able to communicate with other
employees in order to understand each other and try to make our workplace harmonious which
makes the workflow easier and all that benefits the customer.
What made working at Starbucks enjoyable is that I always had a passion for coffee and being
able to craft those drinks with high quality coffee machines, that brings me joy and happiness. At
Starbucks it is part of our culture to have friendly conversations with customers to make them
feel welcomed, we believe that through the skill of connecting with the customer you end up not
only serving coffee but a chance to make a new friend or even growing your network as you do
not know who your next customer might be, they could be your future close friend or a person
that liked you and is willing to offer you something of your liking, you never anticipate what is
coming through those doors every day and this is a reason to why connecting with customers

makes the job more enjoyable and exciting. One other aspect of the job is the team you work
with, the Barista team is more like a family than regular co-workers and working with a team
that are this close to you makes the job much more exciting and enjoyable as we interesting
conversations when there is no rush, and we take part in a few mini challenges together.
Starbucks baristas are allowed to create their own drinks with whatever flavors they like which
makes it verry exciting as every barista can create their own signature drink and that itself is an
artistic skill, being able to create something with the ingredients you have that might lead up to a
new and creative idea for you to offer the customers with.
One aspect of the job I would like to change is the space of the bar. At Starbucks there are
usually three to four baristas crafting drinks in a small space which makes it very difficult to
perform well on the job. When the working area is not spacious enough, baristas are more likely
to have accidents such as spilling drinks or messing up an order which can slow down the
process of making the drinks and customers end up having a longer waiting time. Baristas mostly
work with drinks that are above boiling temperatures, thus it is crucial to provide baristas with a
safe space among each other to avoid spilling accidents that can cause severe burns and puts their
wellbeing at risk. Therefore, creating a spacious work area can limit accidents from occurring
and it also creates a safe work environment for baristas.