Guest Service Supervisor - Cafe Lead

Conservatory; Pittsburgh (Allegheny County); On-site; USD 25,000 - 30,000; Full time

Job summary

Phipps Conservatory and Botanical Gardens seeks a Guest Service Supervisor – Café Lead to drive exceptional guest experiences at Café Phipps. You will oversee operations, ensure safety standards, and support guests with inquiries, de-escalating issues while maintaining smooth service flow.

The role requires leadership, strong communication, and the ability to work evenings and weekends in a fast-paced environment. Experience in food-service hospitality is preferred.

Qualifications

• Exceptional guest service skills and strong organizational skills.
• Ability to forecast operational needs and manage inventory.
• Leadership ability and capacity to train/supervise staff.

Responsibilities

• Lead by example to create platinum-level guest experience.
• Open and close Café Phipps; oversee day-to-day café operations and safety.
• Monitor inventory levels and place new orders as needed.
• Manage cash drawers and perform end-of-day paperwork with accuracy.
• Ensure food safety guidelines are followed and logs are maintained.
• Train and supervise employees; assist with scheduling for Café coverage.

Skills

Guest service

Operational forecasting

Leadership

Computers

Interpersonal skills

Adaptability

Mission alignment

Education

Two-year degree in retail management or food service

Job description

GENERAL SUMMARY:

Under the direction of the Senior Manager of Guest Service, the Guest Service Supervisor – Café Lead will be responsible for supporting and facilitating an excellent level of guest service within Café Phipps, as well as assisting with general guest needs and Guest Service functions as needed.

Phipps Conservatory and Botanical Gardens is an equal opportunity employer that is committed to attracting and retaining a diverse staff. We strive to create a working environment that is inclusive, equitable and welcoming as we honor employee experiences, perspectives, and unique identities.

DUTIES AND RESPONSIBILITIES

1. Lead by example to create platinum-level guest experience.
2. Open and close Café Phipps. Responsible for the organization and day-to-day operations of the Café, including cleanliness, equipment maintenance, and safety standards.
3. Monitor and manage inventory levels and placing new orders as needed.
4. Manage cash drawers, verify transactions, investigate discrepancies, and accurately complete all required paperwork.
5. Ensure all food safety and sanitation guidelines are followed. Monitor temperature logs
6. Responsible for daily maintenance and cleaning of espresso machine.
7. Regularly clean café tables between guest use
8. Train and supervise employees
9. Assist with scheduling for Café coverage.
10. Respond to guest inquiries and needs in a way that de-escalates conflict and proactively offers solutions.
11. Cross-train on general admissions and gift shop procedures and operations in order to be able to assist when called upon, including opening and closing.
12. Perform data entry, including end-of-day reporting, sales reports, inventory reports, etc.
13. Perform other activities and duties as required.

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED

1. Exceptional guest service skills and strong organizational skills.
2. Ability to forecast operational needs
3. Leadership ability
4. Considerable knowledge of computers
5. Ability to work well with all ages.
6. Ability to work in a fast-paced environment.
7. Flexibility and openness to change
8. Ability to communicate enthusiastic support of Phipps' mission.

PHYSICAL, MENTAL AND SENSORY DIMENSIONS

1. Physical mobility: sitting, standing, walking, lifting/carrying objects up to 50 pounds; manual dexterity to operate keyboard.
2. Mental effort: reading, writing, analyzing, and visualizing.
3. Sensory requirement: Ability to communicate and respond both in person and over the phone to the general public, staff and volunteers in a friendly manner.
4. Ability to work under deadlines and stress.

WORKING CONDITIONS

1. Ability to provide own transportation to perform principal responsibilities.
2. Required to work evenings and weekends.
3. Required to stand for long periods of time in a fast-paced environment.
4. Will have occasion to work in or pass through any area of the Conservatory or growing houses.

MINIMUM GUIDELINES

1. Two-year degree in retail management or food service preferred, or equivalent combination of experience and education.
2. Minimum of 2 years relevant and increasingly responsible experience in food service and/or supervisory roles.
3. Must have or be able to complete RAMP and ServSafe food safety certification within their first 30 days of employment.
4. Experience in museum environment preferred.

Revisions, additions or deletions to this job description may be made at any point.