Bakery Retail Shift Leader

SusieCakes Bakery; Menlo Park (CA); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Flexible work schedule

Free non-slip shoes (annually!)

Birthday month PTO with complimentary

Job summary

SusieCakes Bakery in Menlo Park is seeking a Guest Service Team Leader to oversee the on-duty guest experience, ensuring premium service and treating each guest as a VIP. You will guide team members, uphold service standards, and collaborate with the culinary team to exceed expectations.

Ideal candidates have strong communication skills, prior customer service experience, and the ability to work flexible hours, including weekends and holidays.

Qualifications

• Two years of experience in a customer service environment preferred.
• Previous quick service food handling experience in hospitality or F&B is a plus.
• Excellent verbal and written communication skills.
• Ability to adapt to a flexible schedule according to business needs.
• Must have reliable transportation.

Responsibilities

• Ensure positive guest and team member experience.
• Communicate product offerings, new initiatives and updates about the bakery.
• Drive product sales by partnering with culinary team to exceed guest expectations.
• Manage daily operations communications, meal breaks, food safety and COVID procedures.

Skills

Customer service experience

Verbal communication

Written communication

Flexible schedule

Reliability

Team collaboration

Education

Associate's or Bachelor's in Business or Hospitality preferred

High school diploma or GED required

Job description

At SusieCakes, we make old-fashioned, sentimental dessert favorites - just like you may remember from your childhood! Our bakeries are filled with the delicious tastes and sweet smells of cakes, cupcakes, cookies, pies, and bars- all baked from scratch, on-site daily, using the freshest and finest ingredients. Our signature Celebration Cake is a birthday staple on tens of thousands of tables. Our bakeries mix the nostalgia of the past with the warmth and feel of a modern, neighborhood bakery. "Connecting through Celebration" is our purpose and what we strive for every day with our team members, our guests, and our community.

Our bakeries are lively and bustling with genuinely friendly people who have the "hospitality gene." They understand the importance of what they do every day and are empowered to make days better. Their connections to our guests and to each other are what separates SusieCakes from other bakeries.

Our guest service team leader will be responsible for the overall guest experience when on duty. They will maintain service quality standards by ensuring the team members are delivering premium guest service and treating each guest as a VIP.

RESPONSIBILITIES

• Ensure positive guest and team member experience. Responding & addressing guests who are dissatisfied with service and/or product.
• Communicating to the team's product offerings, new company initiatives and general updates about the bakery
• Driving product sales by creating a strong partnership with culinary team to make sure the guest experience is above expectations
• Operations focused: Managing daily communication log, meal breaks, food safety and COVID procedures

BENEFITS & PERKS

• Flexible work schedule
• Free non-slip shoes (annually!)
• Birthday month PTO with complimentary cake
• Company holidays off (Thanksgiving, December 25th-27th, and New Year's Day)
• Medical, dental, vision insurance
• Vacation, 401k, FSA
• Pet rescue reimbursement and pet insurance
• Flexible return to work schedule for maternity leave
• Generous discounts to all our delicious desserts!

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
• Excellent verbal and written communication skills
• Ability to adapt to a flexible schedule according to business needs
• Must have reliable transportation

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

We are an Equal Opportunity Employer and will consider qualified applicants with criminal histories in a manner consistent with all applicable federal, state, and local laws.