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.

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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.

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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.

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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.

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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.