Entry 1: The Manager
"My interview with Muhammad Khusaini"
In the backroom of Starbucks, away from the cosy, understated glamour and rich coffee, employees or ‘partners’, prepare themselves for work. A flurry of green aprons and steamy, dishwasher-fresh mugs crowd the area.
Nestled in a cramped corner, and hunched over the backroom vault is the shift manager of the day, Muhammad Khusaini.
Muhammad Khusaini, or “Khus” as his partners affectionately refer to him as, holds his position of Starbucks shift manager with pride. Being only 24, he commands a team of 6-7 baristas at a time, coordinating the roles and movements of each individual.
“ Besides running the shifts on a daily basis, I have the secondary task of ordering stocks for the store. I also oversee partner development.” He says, sipping on his double iced grande hazelnut latte, crunching numbers while setting up a till for the register.
Tall and lanky, characterized by his cheeky grin and his sense of humour, ‘Khus’ is often seen performing tricks with plastic cups behind the bar, bringing a smile to both his valued customers and his esteemed partners.
When asked about the difficulties he faces as a manager, Khusaini folded his arms, tapping his chin slightly, taking a step back to deliberate.
“ Personal development is something that’s hard to come by. For me as well as my partners. It really depends on the situation of the store, but the delegation of partners is a challenge for me.”
Pausing for a moment, he adds. “ Oh, and understanding partner behaviour- that’s very important to me, but it takes time that I don’t have sometimes.”
How does he overcome these matters? The young manager seeks advice from the higher-ups of course. Khusaini often seeks advice from his seniors, as well as the district store manager. Besides this, he also takes a more personal approach, socializing with store partners on and off the floor. He observes their tendencies, and habits, taking mental notes for future reference.
Referring to his style of management as “ Being on the ball, but keeping the ball running.” He goes with the flow, embracing a relaxed and almost personal style to his work.
“ To me, a great manager has to be well aware of his store situation, both inside and out. Even if he is not there 24/7, the operations still have to run smoothly. A manager should command respect, though it shouldn’t only be that way because of his position. He should gain that mutual respect through his performance and attitude during work.”
That being said, ‘Khus’ enters the floor, greeting a customer loudly as she walks in the glass doors, re-assuming his position proudly, ensuring yet another shift runs smoothly.
