Guest Service Lead

TITLE: Guest Service Lead

LOCATION:

REPORTS TO: Bakery Assistant Manager/Lead Operator

Position Summary:

The Nothing Bundt Cakes (NbC) Guest Service Representative creates a warm, welcoming environment for our guests, offers creative solutions for unique celebratory occasions and sells our delicious cakes. The Guest Service Representative is the first point of brand contact in our bakery and serves in an essential role to engage and bring joy to our guests, create a memorable experience and leave a positive, lasting impression. The (NbC) Guest Representative Lead works alongside the Bakery Assistant Manager and team members to create the highest-quality cakes, a warm, welcoming environment and a superior guest experience. The GSR Lead shares in team leadership and collaborates with the Assistant Manager in driving sales and profitability, executing day-to-day responsibilities and ensuring that all aspects of the bakery operation comply with NbC standards. This role serves as an important carrier of the NbC culture to reinforce core values and bring our brand to life for our team members and guests. The Guest Service Representative Lead embodies NbC core values and demonstrates a strong commitment to guest satisfaction as well as excellence and efficiency in the workplace.

Accountabilities/Duties:

• Promptly greets walk-in and phone guests with genuine warmth and helpful enthusiasm to determine interests and needs, and follows NbC Sweet Steps of Service to create a superior guest experience.

• Maintains strong product knowledge to educate guests on NbC cake distinction, size and flavor profile options, pricing, special promotions and complementary retail merchandise.

• Suggests additional merchandise, including balloons, candles and cards, to complete unique celebration.

• Processes guest orders efficiently and accurately utilizing point-of-sale system and invites guests to join NbC Email Club to benefit from special promotions and remain connected.

• Upholds a clean and organized bakery presentation, which may include routine sweeping/mopping of the floor, and dusting/cleaning of countertops, windows and other surfaces.

• Replenishes retail merchandise and cake display case to ensure a strong visual presentation.

• Assists the Crafter in preparing cake decorations and packaging supplies as needed.

• Complies with all health and safety guidelines and NbC policies and procedures, including strict adherence to dress code and personal hygiene.

• Maintains a consistent work attendance and punctuality record.

• Prioritizes the guest experience, models superior guest engagement and fosters a positive work environment.

• Partners with the Bakery Assistant Manager in leading all aspects of the frosting production, training, work environment, P&L management and inventory control.

• Supports the Bakery Assistant Manager in recruiting, selecting and training team members, directing daily work responsibilities, and providing performance feedback and coaching.

• Ensures NbC product, service, bakery environment and visual merchandising standards are consistently upheld and that all bakery operations adhere to food and health safety standards and NbC policies and procedures.

• Assists the Bakery Assistant Manager in executing operational and administrative responsibilities, which may include cake production plans, productivity goal setting, team scheduling, supply ordering, and labor reporting.

• Co-facilitates the opening and closing of the bakery, including cash-drawer balancing and bank deposits.

• Contributes to marketing strategy execution in the local community by helping to coordinate and participating in special, brand-building events.

Knowledge, Skills and Abilities:

• Demonstrates an unwavering guest focus and strong interpersonal skills, with the ability to engage, empower and motivate a team and communicate effectively in both oral and written form.

• Has the ability to delegate tasks, communicate clear expectations, direct others' work and manage performance.

• Is highly organized and resourceful, can balance multiple priorities and demonstrates strong follow-up skills.

• Possesses strong problem-solving skills, with the ability to accurately assess situations and identify issues, develop possible solutions and take the appropriate courses of action.

• Assist other departments when necessary

• Demonstrates strong learning agility, with a passion to grow and excel.

• Exhibits high energy and strong interpersonal skills; is friendly, helpful, positive, patient, socially confident and communicative.

• Enjoys interacting with diverse people and excels at providing a superior guest experience.

• Can perform multiple tasks simultaneously while maintaining a meticulous attention to detail.

• Is diligent, organized and self-motivated.

• Has the ability to understand and carry out oral and written instructions and request clarification when needed.

• Is comfortable with new technology and can operate a point-of-sale system.

• Understands basic arithmetic; can perform calculations when needed and provide monetary change using U.S. currency.

• Has the capacity to stand for extended periods of time and work in a fast-paced environment.

Benefits:

• 50% off all cake products

• Medical, Dental and Vision Benefits (Full Time Employees)

Education, Certifications and Work Experience Requirements:

• While no formal education is required, previous guest service experience at a bakery, restaurant or retail store is a plus. Prefer experience leading team members.

Work Availability: Must have the flexibility to work various shifts, including early mornings, evenings, weekends and holidays, based on changing business demands.