JOB DESCRIPTION

This position contributes to Essen Bakery’s success by assisting ownership in executing store operations during scheduled shifts while leading the team and performing assigned administrative tasks. This job deploys staff and delegates tasks so that staff members can create and maintain a positive experience for our valued customers. The Cafe Shift Lead should be aware of all new products, promotions, specials, events, new items, etc. and is responsible for communicating these things to other staff members at the beginning and/or end of a given shift. The Cafe Shift Lead is one of the primary customer service representatives and is responsible for handling any customer questions or complaints that cannot be directly handled by another customer service team member or ownership. 

JOB RESPONSIBILITIES

Essential job functions include, but are not limited to, the following:

• Acts with integrity, honesty and knowledge that promote the culture, values and mission of Essen Bakery. Maintains a calm demeanor during periods of high volume or unusual events to keep store operating to standard and to set a positive example for the other dessert specialists in the floor.
• Anticipates customer and store needs by constantly evaluating environment and customers for cues. Communicates information to the staff or owner so that the staff can respond as necessary to create a welcoming environment during each shift.
• Schedules personnel as required for anticipated business activity while ensuring that all positions are staffed when and as needed and labor cost objectives are met.
• Assists with new member hiring and training by positively reinforcing successful performance and giving respectful and encouraging coaching as needed. Provides feedback to owner on staff performance.
• Contributes to positive environment by recognizing alarms or changes in staff morale and performance and communicating them to the assistant store manager or owner.
• Creates a positive learning environment by providing clear, specific, timely and respectful coaching and feedback to staff members on shift to ensure operational excellence and to improve performance.
• Delivers legendary customer service to all customers by maintaining a helpful approach and positive demeanor and by connecting with the customer. Discovers and responds to customer needs.
• Develops positive relationships with staff by understanding and addressing individual motivation, needs and concerns.
• During shift, directs staff to various workstations to reduce bottlenecks and maintain speed of service. Consistently encourages a culture of speed in all tasks.
• Ensures staff members meet operational needs and cleanliness standards and service standards.
• Executes store operations during scheduled shifts. Organizes, assigns and monitors all opening and closing duties of staff.
• Follows Essen Bakery’soperational policies and procedures, including those for cash handling and safety and security, to ensure the safety of all staff during each shift.
• Performs bank runs as necessary to maintain proper cash levels at each location.
• Opens and closes the café as needed.
• Follows all policies regarding waste and employee purchases, and ensures proper practices are followed by staff.
• Maintains regular and consistent attendance and punctuality.
• Provides quality beverages consistently for all customers by adhering to all recipe and presentation standards. Follows health, safety and sanitation guidelines for all products.
• Recognizes and reinforces individual and staff accomplishments by using existing organizational tools and by collaborating with the owner to find new, creative, and effective methods of recognition.
• Utilizes operational tools to achieve operational excellence during the shift
• Attend all scheduled team meetings and manager meetings and offer suggestions for improvement.
• Fill-in for fellow employees where needed to ensure positive guest experience and efficient operations.

Qualifications

• Customer service attitude and experience
• Work experience of three years minimum in a customer service role in a fast paced restaurant, coffee shop or bakery
• Excellent time management and organizational skills
• Proficient in Google workspace, Word, Excel, Canva, with experience in building documents and marketing materials a plus
• Excellent written and oralcommunication skills
• Leadership skills and abilities to manage and motivate a team
• Flexibility to work during weekends and holidays, and early morning hours

Compensation

• $18-$20/ hour plus tips
• Free Primary healthcare benefits 
• Paid Time Off, 3 hour accrual per payroll, redeemable after 28 weeks
• Opportunity for bonuses