Roastery Experience & Engagement Officer

Mô tả Công việc

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.

Yêu Cầu Công Việc

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.