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    Guest Service Lead - Los Angeles, United States - SusieCakes Holdings, LLC

    SusieCakes Holdings, LLC
    SusieCakes Holdings, LLC Los Angeles, United States

    3 weeks ago

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    Description

    **Guest Service Lead**

    **Department:** FOH **Location:** Los Angeles, 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

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