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Cafe Operations Supervisor

2 months ago

Philadelphia, Pennsylvania, United States Essen Bakery Full time
JOB SUMMARY

This role plays a crucial part in the success of Essen Bakery by supporting management in executing store operations during designated shifts while guiding the team and performing assigned administrative duties. The Cafe Operations Supervisor is responsible for deploying staff and assigning tasks to ensure that team members create and uphold a positive experience for our esteemed customers. This position requires awareness of all new products, promotions, specials, events, and updates, and it is essential to communicate these to other team members at the start and/or conclusion of each shift. The Cafe Operations Supervisor serves as a primary representative for customer service and addresses any customer inquiries or concerns that cannot be resolved by other team members or management.

KEY RESPONSIBILITIES

Essential functions include, but are not limited to, the following:
  • Demonstrates integrity, honesty, and knowledge that support the culture, values, and mission of Essen Bakery. Maintains composure during high-volume periods or unexpected events to ensure the store operates to standard and sets a positive example for other team members.
  • Anticipates customer and store needs by continuously assessing the environment and customers for cues. Communicates relevant information to the staff or management to enable the team to respond effectively and create a welcoming atmosphere during each shift.
  • Schedules personnel according to anticipated business activity while ensuring all positions are adequately staffed and labor cost objectives are met.
  • Assists with the hiring and training of new team members by positively reinforcing successful performance and providing respectful and encouraging coaching as necessary. Offers feedback to management regarding staff performance.
  • Contributes to a positive work environment by recognizing changes in staff morale and performance and communicating these to the assistant manager or ownership.
  • Fosters a positive learning environment by providing clear, specific, timely, and respectful coaching and feedback to team members during shifts to ensure operational excellence and enhance performance.
  • Delivers exceptional customer service to all patrons by maintaining a helpful demeanor and connecting with customers. Identifies and addresses customer needs.
  • Builds positive relationships with team members by understanding and addressing individual motivations, needs, and concerns.
  • During shifts, directs staff to various workstations to alleviate bottlenecks and maintain service speed. Consistently promotes a culture of efficiency in all tasks.
  • Ensures team members meet operational and cleanliness standards as well as service expectations.
  • Executes store operations during scheduled shifts. Organizes, assigns, and monitors all opening and closing duties of team members.
  • Adheres to operational policies and procedures, including those for cash handling and safety, to ensure the safety of all staff during each shift.
  • Performs bank runs as necessary to maintain appropriate cash levels at each location.
  • Opens and closes the cafe as required.
  • Follows all policies regarding waste and employee purchases, ensuring compliance by staff.
  • Maintains regular and consistent attendance and punctuality.
  • Provides quality beverages consistently for all customers by adhering to all recipe and presentation standards. Complies with health, safety, and sanitation guidelines for all products.
  • Recognizes and reinforces individual and team accomplishments using existing organizational tools and collaborates with management to find new, creative, and effective recognition methods.
  • Utilizes operational tools to achieve excellence during shifts.
  • Attends all scheduled team and management meetings and offers suggestions for improvement.
  • Fills in for fellow employees as needed to ensure a positive guest experience and efficient operations.
QUALIFICATIONS
  • Customer service attitude and experience.
  • A minimum of three years of experience in a customer service role within a fast-paced restaurant, coffee shop, or bakery.
  • Excellent time management and organizational skills.
  • Proficient in Google Workspace, Word, Excel, and Canva, with experience in creating documents and marketing materials being a plus.
  • Strong written and verbal communication skills.
  • Leadership skills and the ability to manage and motivate a team.
  • Flexibility to work weekends, holidays, and early morning hours.
COMPENSATION
  • $18-$20/hour plus tips.
  • Free primary healthcare benefits.
  • Paid Time Off, accruing 3 hours per payroll, redeemable after 28 weeks.
  • Opportunity for bonuses.