Pastry Counter Customer Service Manager

Position Summary
The Pastry Counter Customer Service Manager is the guardian of the "Dolce Experience." This role oversees the daily operations of the front-of-house, ensuring every guest feels warm, welcome, comfortable, and connected. Beyond hospitality, this manager is responsible for driving retail performance, enforcing strict reliability standards, and ensuring the seamless hand-off of hundreds of custom orders. The Pastry Counter Manager ensures that our signature quality, culture of joy, and operational discipline are upheld in every guest interaction and retail process.

Essential Responsibilities

• Lead the Guest Experience: Plan and oversee daily front-of-house operations, ensuring the counter is prepared to serve guests with enthusiasm, energy, and efficiency.  
• Team Leadership & Accountability: Supervise and support the retail team. **Execute and enforce the company attendance and reliability SOP; manage the "On-Call" bench to ensure 100% station coverage without owner intervention.**  
• Service Recovery: Own the guest feedback loop. Personally resolve complaints with the "Dolce Standard" of kindness while documenting root causes to prevent recurrence.  
• Order Accuracy Bridge: Audit the "Order Pickup" system daily; ensure 100% accuracy in cake inscriptions, pickup times, and special instructions before the guest arrives.  
• Workflow Management: Monitor guest flow and adjust staffing priorities to meet daily and seasonal demands, maintaining a calm, welcoming environment during peak volume.  
• Quality & Aesthetic Control: Maintain high standards for product display, signage, and packaging; ensure retail cases reflect Dolce’s signature quality and Standard.
• Inventory & Sales Driving: Manage retail inventory (coffee, merchandise, packaging) and coach the team on upselling and maximizing average transaction value.  
• Safety & Sanitation: Enforce sanitation, food safety, and workplace safety protocols within the retail and seating areas.  
• Strategic Planning: Support holiday and event planning by developing FOH pars, timelines, and staffing needs.  
• Lead by Example: Demonstrate professionalism, tenacity, and flexibility, jumping into service or problem-solving tasks to maintain the guest experience.  
• Development: Provide consistent feedback and coaching, ensuring the team operates with extreme ownership and honesty.  

Knowledge, Skills & Abilities

• Hospitality Expertise: Strong knowledge of high-end retail service and customer relationship management.  
• Leadership: Ability to coach, delegate, and enforce standards with a "kind and hard-working" approach.  
• Organization: Excellent problem-solving skills in a fast-paced, high-volume environment.  
• Detail Oriented: High attention to detail regarding aesthetics, cleanliness, restock urgency and communication, and order accuracy.  
• Adaptability: Willingness to think in new, creative ways and continually improve processes.  

Education & Experience

• 3–5 years of experience in a high-volume retail, hospitality, or specialty food environment required.  
• 1-3 years of Barista experience required.
• Previous supervisory or management experience is strongly preferred.  

Physical Requirements

• Prolonged periods of standing and walking.  
• Must be able to lift, carry, and place up to 30 pounds.  
• Frequent bending, stooping, reaching, and hand use required.  
• Must be able to work in a fast-paced environment with constant guest interaction.  

Key Performance Indicators (KPIs)

• Attendance Rate: Maintaining a 95%+ team reliability rate.  
• Order Accuracy: Zero "preventable" errors at the pickup counter.  
• Guest Satisfaction: Resolution of complaints within 24 hours and maintaining high review scores.  
• Sales Growth: Meeting or exceeding monthly average ticket targets.  

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