Pastry Counter Customer Service Manager

Dolce Bakery•Prairie Village, KS

8d•Onsite

About The Position

The Pastry Counter Customer Service Manager is the guardian of the "Dolce Experience." This role oversees the daily operations of the front-of-house, ensuring every guest feels warm, welcome, comfortable, and connected. Beyond hospitality, this manager is responsible for driving retail performance, enforcing strict reliability standards, and ensuring the seamless hand-off of hundreds of custom orders. The Pastry Counter Manager ensures that our signature quality, culture of joy, and operational discipline are upheld in every guest interaction and retail process.

Requirements

3–5 years of experience in a high-volume retail, hospitality, or specialty food environment required.
1-3 years of Barista experience required.
Strong knowledge of high-end retail service and customer relationship management.
Ability to coach, delegate, and enforce standards with a "kind and hard-working" approach.
Excellent problem-solving skills in a fast-paced, high-volume environment.
High attention to detail regarding aesthetics, cleanliness, restock urgency and communication, and order accuracy.
Willingness to think in new, creative ways and continually improve processes.
Prolonged periods of standing and walking.
Must be able to lift, carry, and place up to 30 pounds.
Frequent bending, stooping, reaching, and hand use required.
Must be able to work in a fast-paced environment with constant guest interaction.

Nice To Haves

Previous supervisory or management experience is strongly preferred.

Responsibilities

Plan and oversee daily front-of-house operations, ensuring the counter is prepared to serve guests with enthusiasm, energy, and efficiency.
Supervise and support the retail team. Execute and enforce the company attendance and reliability SOP; manage the "On-Call" bench to ensure 100% station coverage without owner intervention.
Own the guest feedback loop. Personally resolve complaints with the "Dolce Standard" of kindness while documenting root causes to prevent recurrence.
Audit the "Order Pickup" system daily; ensure 100% accuracy in cake inscriptions, pickup times, and special instructions before the guest arrives.
Monitor guest flow and adjust staffing priorities to meet daily and seasonal demands, maintaining a calm, welcoming environment during peak volume.
Maintain high standards for product display, signage, and packaging; ensure retail cases reflect Dolce’s signature quality and Standard.
Manage retail inventory (coffee, merchandise, packaging) and coach the team on upselling and maximizing average transaction value.
Enforce sanitation, food safety, and workplace safety protocols within the retail and seating areas.
Support holiday and event planning by developing FOH pars, timelines, and staffing needs.
Demonstrate professionalism, tenacity, and flexibility, jumping into service or problem-solving tasks to maintain the guest experience.
Provide consistent feedback and coaching, ensuring the team operates with extreme ownership and honesty.