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.
