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
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).
Coordinate with relevant departments to ensure internal stakeholders are informed and prepared for guest visit.
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.
Ensure guest- facing areas, such as the coffee showroom and meeting rooms, are always clean, well- prepared, and presentable.
Handle logistics and prepare materials (e.g., visitor kits, agendas, signage) to ensure seamless execution of guest visits.
Support the HR & Admin Manager and Coffee Content & Education Lead in designing and delivering customized tour experiences for special visitors.
Employee Engagement & Internal Activities
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.
Act as an on- site contact point for employee communication needs and feedback regarding internal events and engagement activities.
Support the HR & Admin Manager in planning and executing employee engagement activities, including internal workshops, sharing sessions, celebrations, happy hours, etc.
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.
Office Administration & General Affairs
Perform day- to- day administrative tasks to support Roastery operations.
Provide logistical support for internal meetings, factory visits, and business travel arrangements.
Help maintain basic records related to company assets, office inventory, and facilities.
Assist in coordinating office supplies, handling service providers, and supporting the payment process.
Coordinate with departments to handle documentation and other admin- related requests.
Key Performance Indicators- Weighting
% of internal communications delivered on time on quality vs. plan: 15%
% of guest tours conducted on time and without major service issues vs. plan: 25%
of internal activities completed on schedule & as planned: 20%
% of admin requests (payment, supplies, logistics) completed on time on quality: 25%
Satisfaction score from external and internal customers (post- tour/event/admin support feedback): 15%
Working hours
: as per business needs. Typically, 8am- 5pm Mon- Friday & working 2 Saturday per month.
