Guest Service Lead

JOB TITLE: Guest Service Lead

REPORTING TO: General Manager

DEPARTMENT: Guest Services

CLASSIFICATION: Non-Exempt

DESCRIPTION OF DUTIES:

Lead and direct team members on shifts as assigned by the General Manager. Lead by example and ensure team members are greeting, welcoming and connecting with guests. Maintain quality standards for products and service. Ensure daily cash counts(if applicable) and accounting practices are accurate and processed according to opening and closing procedures. Anticipate guests needs, follow up in a timely manner, and ensure guest satisfaction. Perform guest service tasks and other duties as instructed by General Manager.

RESPONSIBILITIES:

• Ensure positive guest and team relations by living and upholding company values

• Answer questions about daily and custom offerings and pricing with confidence

• Identify and recover guests who are dissatisfied with service and/or product

• Prepare daily communication and lunch/break schedules, ensure all breaks/lunches are taken in accordance to state law

• Check in guest orders as received, communicating with culinary team and guest as needed to ensure guest expectations are met and exceeded

• Assist guests with all point of sales transactions, i.e. voids, refunds, discounts, and reward redemptions

• Communicate team member, service, and/or product issues to the General Manager

• Perform shifts as scheduled to open and close the bakery

• Adhere to COVID-19 standard operating procedures

• Conduct wellness checks in absence of GM or HB

• Ensure all food is prepared, handled and stored according to all required food safety code standardsPerform dishwasher duties as needed

• Assist culinary team as needed

LEADERSHIP ATTRIBUTES:

• Demonstrates a commitment to driving sales

• Demonstrates high ethical standards and personal integrity to build credibility with guests and all team members

QUALIFICATIONS:

• Two years of experience in a customer service environment preferred

• Previous quick service food handling experience in either the hospitality or food and beverage industry a plus

• Attention to detail

• Excellent verbal and written communication skills

• Must be able to safely utilize all bakery equipment

• Ability to work in multiple regional and/or market locations

• Ability to work in cross functional roles as needed (front-of house & back-of-house)

• Ability to adapt to a flexible schedule according to business needs

• Ability to transport product and make deliveries when needed

• Must have reliable transportation and valid driver’s license

PHYSICAL REQUIREMENTS:

• Frequent walking, kneeling, bending and reaching overhead

• Able to stand for extended periods of time

• Must be able to lift, move and carry up to 50 pounds

EDUCATION:

• Associates or Bachelors degree with a focus in Business or Hospitality preferred

• High school diploma or GED required

LANGUAGE SKILLS:

• Must be able to speak, read, and write English

OTHER:

• Ability to work flexible hours, including weekends and holidays, as needed