Leadership and team management:

1) Can you describe a time when you had to lead a team through a
challenging situation? How did you handle it?

• Recently, we learned that our CEO and the Manager of Publicity and
Advertising would be conducting store runs for a publicity campaign.
With only 6 days to prepare, we had a lot to accomplish. To ensure
everything went smoothly, I created a detailed task list and scheduled
daily meetings. This approach kept everyone informed about each
other's progress and facilitated constant communication. I'm proud
to say that our efforts paid off—we were recognized for our hard
work and awarded the title of best store in the district.

2) How do you motivate and engage your team to meet performance goals?

• To motivate and engage my team, I keep communication clear, so

everyone knows our goals and their roles. We have regular check-ins
to collaborate and support each other, which really builds a sense of
community. I make sure to recognize everyone's efforts, big and
small, to keep morale high. I also offer opportunities for professional
growth to help everyone build their skills. Overall, I focus on creating
a positive work environment where everyone feels valued and
motivated to succeed together.

3) Tell us about a time when you had to manage conflict within your team?
How did you resolve it?

• There was a situation where two doctors at my clinic I was managing

had opposing views on a patient's therapy. I initially spoke to each of
them individually to find common ground. Then, I set up a meeting
and started by highlighting their shared opinions on certain
procedures. This opened the floor for a constructive exchange of
ideas, leading to a compromise. In the end, they were able to
collaborate effectively and value each other's suggestions.
4) How would you foster a positive and inclusive work environment at
Starbucks.

• As a store manager, I prioritize open communication, which helps us

understand each other's perspectives and address situations
effectively. This approach allows us to provide feedback and
encourages growth while creating a comfortable atmosphere for
everyone to express their concerns and ideas.
I also promote Diversity and Inclusion
Costumer Service:

1) How do you define excellent costumer service? How do you ensure

your team consistently delivers it?

• I see excellent customer service as really understanding what

customers need and making sure they have a great experience. To
keep my team on track, I focus on regular training, set clear
expectations, encourage feedback, and empower everyone to make
decisions. Plus, I always lead by example. This approach helps us
build a strong culture of service that keeps customers happy.

2) Can you share a time when you went above and beyond to meet
costumers needs?

• An elderly customer came in with a long list of items and asked for
help finding one. Noticing how bulky her items were, I decided to
assist her in locating everything, process her transaction, and even
carry the items to her car to ensure she got home safely. Because of
this, she became a regular at our store, even went as far as to bring
us homemade cookies as a grateful gesture.

3) How do you handle costumers complaints or a difficult costumer in a

high volume environment.

• In a busy environment, I handle customer complaints by really

listening to what they’re saying and showing empathy, and always
remaining calm. I try to find a quick solution or alternative, and I’ll
bring in a team member if needed. Keeping a positive attitude helps
turn things around. After we resolve the issue, I will make a note of it
to see if there are any patterns we can address for a better costumer
experience.
Operations and Business Acumen.

1) Starbucks Locations can be very fast paced. How do you manage staffing,
inventory, and operations during peak hours?

• I would focus on a few key things. First, I look at peak times and make
sure we have enough staff scheduled, plus I cross-train everyone so
they can jump in wherever needed. I also keep a close eye on
inventory, making sure we’re stocked up on popular items before the
rush.
For operations, I streamline our processes for taking orders and
making drinks, keeping everything organized and using all our
experience to speed things up. During busy times, I encourage the
team to communicate openly so we can tackle any issues quickly. And
most importantly, I make sure we maintain a friendly vibe, so even
when its hectic, customers feel valued and taken care of.

2) What strategies would you use to manage costs while still maintaining
high standards of service and quality.

• To manage costs while maintaining high service and quality, firstly I

would review the budget, comparing actual expenses to planned
expenses to find discrepancies and take immediate action to lower
costs wherever possible. I would also optimize staff schedules for
peak times, monitor inventory to reduce waste, and invest in training
to improve efficiency. Regularly seeking customer feedback allows us
to identify areas for improvement. This approach lets us control costs
without sacrificing quality.
3) How would you approach meeting sales targets and other performance
metrics in your stores?

• To meet sales targets and performance metrics, I’d set clear goals and
regularly monitor our sales data to adjust strategies. Engaging the
team in discussions boosts morale and creates ownership, while
acknowledging and congratulating those who excel. Ongoing training
helps improve sales techniques, and focusing on excellent customer
service ensures happy customers, which ultimately drives sales, and
integrates us more into our community.

4) How do you prioritize tasks and responsibilities during a busy shift?

• To prioritize tasks during a busy shift, I start by identifying the most

urgent tasks, like helping customers and fulfilling orders. I delegate
responsibilities based on what each team member does best, and I
keep a simple to-do list to stay organized. Flexibility is key, so I
regularly reassess priorities as things change. I also make sure to
communicate openly with the team to ensure we’re all on the same
page and supporting each other. This way, we can keep everything
running smoothly.
Adaptability and problem solving.

1) Can you tell us about a time when you had to quickly adapt to a change in
company policies or procedures? How did you manage?

• During the COVID-19 pandemic, I worked in a medical office and had

to adapt quickly to all the changes happening around us. With
everyone worried about the virus, we really focused on safety. I
followed all the company rules and FDA guidelines, making sure we
stayed on top of everything.
I helped set up clear signage and assigned a medical assistant to
handle check-ins outside, which really helped reduce the number of
people in the office. Keeping our sanitation supplies stocked was a
top priority, and I trained the team on proper PPE use and safety
protocols. I also made quick arrangements for anyone who got sick,
which helped us keep only 5% of our staff on sick leave. Overall, we
managed to create a safe environment for both our team and our
patients.

2) Describe a situation where you had to solve an unexpected problem on

the job? How did you handle it?

• We had a sudden influx of patients due to a local health scare once,

and our scheduling system quit on us. I called a quick team huddle,
and we decided to extend our hours and set up a waiting area
outside. I also worked with the front desk to speed up check-ins. In
the end, we managed to see everyone without turning anyone away,
and it felt great to pull together as a team.
3) What do you think makes Starbucks unique in the coffee industry?

• When I go to Starbucks, I know I’ll get quick and efficient service. My order is
always made with care and attention to detail with quality ingredients, and the
staff is consistently welcoming and friendly. That experience is what keeps me
coming back daily for my morning coffee.

4) How would you embody the Starbucks mission and values as a store manager?

• As a store manager, I’d focus on creating a warm, welcoming environment where

every customer feels valued. I’d support my team with training and encourage
them to connect with customers. Quality drinks would be a priority, and I’d love
to hear new ideas from the team. I’d also promote sustainability initiatives and
engage with the community. Overall, I’d aim to make our store a great place for
everyone.

5) How would you contribute to Starbucks focus on community involvement and

sustainability?

• I’d get involved by partnering with local organizations for fun events like coffee
tastings and fundraisers. I’d promote sustainability by encouraging reusable cups,
and I’d make sure everyone knows about our ethical sourcing. I will also take
advantage of the programs Starbucks offers like the neighborhood grants and
giving match program. It’s all about building strong community ties and
supporting sustainability in a genuine way.

How to hold team accountable.

IAP : Individial Action Plan

CA : Corrective Action

Copetencies (strengths) :

People development

driving results

excelent costumer service

Bussiness acumen

Operational excellence