**Guest Service Lead**
**Department:** FOH **Location:** Lafayette, CA
JOB TITLE: Guest Service Lead
REPORTING TO: General Manager
DEPARTMENT: Guest Services
CLASSIFICATION: Non-Exempt
DESCRIPTION OF DUTIES:
Lead and direct team members on shifts as assigned by the General Manager. Lead by example and ensure team members are greeting, welcoming and connecting with guests. Maintain quality standards for products and service. Ensure daily cash counts(if applicable) and accounting practices are accurate and processed according to opening and closing procedures. Anticipate guests needs, follow up in a timely manner, and ensure guest satisfaction. Perform guest service tasks and other duties as instructed by General Manager.
RESPONSIBILITIES:
Ensure positive guest and team relations by living and upholding company values
Answer questions about daily and custom offerings and pricing with confidence
Identify and recover guests who are dissatisfied with service and/or product
Prepare daily communication and lunch/break schedules, ensure all breaks/lunches are taken in accordance to state law
Check in guest orders as received, communicating with culinary team and guest as needed to ensure guest expectations are met and exceeded
Assist guests with all point of sales transactions, i.e. voids, refunds, discounts, and reward redemptions
Communicate team member, service, and/or product issues to the General Manager
Perform shifts as scheduled to open and close the bakery
Adhere to COVID-19 standard operating procedures
Conduct wellness checks in absence of GM or HB
Ensure all food is prepared, handled and stored according to all required food safety code standardsPerform dishwasher duties as needed
Assist culinary team as needed
LEADERSHIP ATTRIBUTES:
Demonstrates a commitment to driving sales
Demonstrates high ethical standards and personal integrity to build credibility with guests and all team members
QUALIFICATIONS:
Two years of experience in a customer service environment preferred
Previous quick service food handling experience in either the hospitality or food and beverage industry a plus
Attention to detail
Excellent verbal and written communication skills
Must be able to safely utilize all bakery equipment
Ability to work in multiple regional and/or market locations
Ability to work in cross functional roles as needed (front-of house & back-of-house)
Ability to adapt to a flexible schedule according to business needs
Ability to transport product and make deliveries when needed
Must have reliable transportation and valid drivers license
PHYSICAL REQUIREMENTS:
Frequent walking, kneeling, bending and reaching overhead
Able to stand for extended periods of time
Must be able to lift, move and carry up to 50 pounds
EDUCATION:
Associates or Bachelors degree with a focus in Business or Hospitality preferred
High school diploma or GED required
LANGUAGE SKILLS:
Must be able to speak, read, and write English
OTHER:
Ability to work flexible hours, including weekends and holidays, as needed
