Guest Service Representative Shift Lead

Nothing Bundt Cakes; Louisville (KY); On-site; USD 21,000 - 23,000; Full time

Benefits offered by this job

Health Insurance

401(k) program

Anniversary Bonus

Employee discounts

Free food & snacks

Job summary

Nothing Bundt Cakes seeks a Guest Service Representative Shift Lead to create a warm, welcoming bakery environment and to supervise the team during peak hours. You will greet guests, manage orders at the point‑of‑sale, and educate customers on NbC cake options and promotions.

You will train team members, maintain product knowledge, and ensure cleanliness and visual presentation while adhering to safety guidelines.

Qualifications

• Applicants must be authorized to work in the US and 18 years of age or older.
• Previous related experience is a plus.

Responsibilities

• Assists Management Team in supervising, training, and coaching Bakery Team Members.
• Greets walk-in and phone guests with warmth and follows NbC Sweet Steps of Service.
• Educates guests on NbC cake distinctions, sizing, flavors, and pricing.
• Suggests additional merchandise to complete celebrations.
• Processes guest orders using POS and invites guests to join NbC Email Club.
• Keeps bakery presentable and clean; may sweep/mop and clean surfaces.
• Coaches other Guest Service Representatives to maintain knowledge and efficiency.
• Replenishes merchandise and cake display for strong visuals.
• Prepares cake decorations and packaging supplies as needed.
• Adheres to health and safety guidelines and NbC policies including dress code.
• Maintains consistent attendance and punctuality.

Job description

Benefits

• Dental insurance
• Employee discounts
• Free food & snacks
• Health insurance

Shift Lead (Supervisory Position)

Reports to: Bakery Manager

Compensation: $15 - $17 an hour

Perks:

• Your future in mind:
  • Health Insurance
  • 401(k) program
  • Anniversary Bonus, increasing each year
• Enjoy your evenings: We close earlier that most retail and food service jobs.
  • The bakery is open from 9am - 7p Monday – Friday, 10am - 7pm on Saturday; 11am - 4pm on Sunday.
  • We offer a flexible schedule to fit your needs.
• Great team environment:
  • We believe success is best achieved by working together and making genuine connections.
• You’ll receive hands‑on training + supporting video content.
  • Previous related experience is a plus, but not required.
• Discounts make our cake even more delicious!
  • 30% discount for employees on cake and retail items.
  • 10% discount extended to the employee’s immediate family.

This position is for a Guest Service Representative Shift Lead who has the potential to train to be a Key Holder.

Position Summary

The Nothing Bundt Cakes (NbC) Guest Service Representative creates a warm, welcoming environment for our guests, offers creative solutions for unique celebratory occasions and sells our delicious cakes. The Guest Service Representative is the first point of brand contact in our bakery and serves in an essential role to engage and bring joy to our guests, create a memorable experience and leave a positive, lasting impression. The Guest Service Representative embodies NbC core values and demonstrates a strong commitment to guest satisfaction as well as excellence and efficiency in the workplace.

Accountabilities/Duties

• Assists Management Team in supervising, training, and coaching Bakery Team Members.
• Promptly greets walk‑in and phone guests with genuine warmth and helpful enthusiasm to determine interests and needs and follows NbC Sweet Steps of Service to create a superior guest experience.
• Maintains strong product knowledge to educate guests on NbC cake distinction, size and flavor profile options, pricing, special promotions, and complimentary retail merchandise.
• Suggests additional merchandise, including balloons, candles, and cards, to complete a unique celebration.
• Processes guest orders efficiently and accurately utilizing the point‑of‑sale system and invite guests to join NbC Email Club to benefit from special promotions and remain connected.
• Upholds a clean and organized bakery presentation, which may include routine sweeping/mopping of the floor, and dusting/cleaning of countertops, windows, and other surfaces.
• Coaches other Guest Service Representatives to uphold the same level of knowledge and efficiency for the above tasks.
• Replenishes retail merchandise and cake display case to ensure a strong visual presentation.
• Crafts orders, assists in preparing cake decorations and packaging supplies as needed.
• Complies with all health and safety guidelines and NbC policies and procedures, including strict adherence to dress code and personal hygiene.
• Maintains a consistent work attendance and punctuality record.

Core Values and Competencies

• Servant’s Heart
  • Goes above and beyond to support the team or guest, and is reliable, trustworthy and responsive.
  • Keeps the good of the team or guest ahead of personal interests or gain.
  • Displays humility and empathy in interactions with others.
• Spirit of a Champion
  • Demonstrates pride in responsibilities, an intense drive and a passion to succeed.
  • Takes initiative and 100% ownership of responsibilities, with zero excuses for issues within direct control.
  • Operates with a strong sense of urgency and adheres to NbC brand standards.
• Genuine Connections
  • Projects warmth, enthusiasm, and optimism that attracts others.
  • Builds positive, productive relationships with all team members.
  • Listens actively and communicates openly, clearly and respectfully.

Knowledge, Skills, and Abilities

• Exhibits high energy and strong interpersonal skills; is friendly, helpful, positive, patient, socially confident and communicative.
• Enjoys interacting with diverse people and excels at providing a superior guest experience.
• Can perform multiple tasks simultaneously while maintaining meticulous attention to detail.
• Is diligent, organized and self‑motivated.
• Has the ability to understand and carry out oral and written instructions and request clarification when needed.
• Is comfortable with new technology and has the ability to operate a point‑of‑sale system.
• Understands basic arithmetic; can perform calculations when needed and provide monetary change using U.S. currency.
• Has the capacity to stand for extended periods of time and work in a fast‑paced environment.

Education, Certifications and Work Experience Requirements

• Applicants must be authorized to work in the US and 18 years of age or older.
• While no formal education or work experience is required, previous experience in a related position (an operational support role at a bakery, restaurant, retail, or foodservice environment) is a plus.

Nothing Bundt Cakes is an equal opportunity employer.