This position is responsible for creating a positive and professional image of the Highlands Coffee Roastery through welcoming guests and leading factory tours. The role also supports internal employee engagement activities and provides day-to-day administrative support to ensure smooth and efficient factory operation.
Guest Reception & Coffee Experience
Serve as the main host and tour guide for all guests and visitors at the Roastery.
Welcome guests in a professional, warm, and service-oriented manner, ensuring a memorable and engaging experience.
Conduct factory tours that showcase Highlands Coffee’s production process, core values, and brand story tailored to different guest types (e.g., corporate, franchisee, internal).
Ensure guest-facing areas, such as the coffee showroom and meeting rooms, are always clean, well-prepared, and presentable.
Support the HR & Admin Manager and Coffee Content & Education Lead in designing and delivering customized tour experiences for special visitors.
Handle logistics and prepare materials (e.g., visitor kits, agendas, signage) to ensure seamless execution of guest visits.
Coordinate with relevant departments to ensure internal stakeholders are informed and prepared for guest visit.
Employee Engagement & Internal Activities
Support the HR & Admin Manager in planning and executing employee engagement activities, including internal workshops, sharing sessions, celebrations, happy hours, etc.
Welcome and assist new employees during onboarding to foster a positive first impression.
Coordinate and follow up on employee participation in HR activities and collect feedback for improvement.
Support internal communication at the Roastery by ensuring timely, consistent, and effective delivery of messages, programs, and activities from Highlands Coffee to all Roastery employees.
Act as an on-site contact point for employee communication needs and feedback regarding internal events and engagement activities.
Office Administration & General Affairs
Perform day-to-day administrative tasks to support Roastery operations.
Assist in coordinating office supplies, handling service providers, and supporting the payment process.
Provide logistical support for internal meetings, factory visits, and business travel arrangements.
Help maintain basic records related to company assets, office inventory, and facilities.
Coordinate with departments to handle documentation and other admin-related requests.
Key Performance Indicators - Weighting
% of guest tours conducted on time and without major service issues vs. plan: 25%
% of internal communications delivered on time on quality vs. plan: 15%
# of internal activities completed on schedule & as planned: 20%
Satisfaction score from external and internal customers (post-tour/event/admin support feedback): 15%
% of admin requests (payment, supplies, logistics) completed on time on quality: 25%
Working hours: as per business needs. Typically, 8am-5pm Mon-Friday & working 2 Saturday per month.
Job Requirement
Education/ Training Qualifications: College degree in Business Administration, or a related field.
Work Experience: 01+ year of experience in a customer service, receptionist, administration, or HR support role.
Knowledge of:
Proficient in using MS Office applications.
Eagerness to learn about coffee, brand values, and factory operations.
Skills (Ability to):
Service mindset.
Good communication in both Vietnamese and English.
Attention to detail and a professional demeanor.
Well-organized & multi-tasking skills.
Skilled in Canva and PowerPoint.
Willingness to comply with factory safety and hygiene regulations during tours and guest interactions.
Personality (Optional)
Confident, enthusiastic, and collaborative.
Friendly, extroverted, and comfortable engaging with guests and employees.
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