Counter Team Member

About the role

The Counter Staff provides customers with an exceptional experience by implementing Milk Bar’s standards of service, product quality, and cleanliness. They live the company’s mission in every customer interaction.

Responsibilities

• Maintain comprehensive knowledge of Milk Bar’s menu and products, including seasonal offerings, and leverage this expertise to suggest pairings, bundles, and upsell opportunities.
• Collaborate with team members to ensure seamless shift operations, foster a positive work culture, and consistently uphold Milk Bar’s service standards and brand identity.
• Fully understand and exhibit the Milk Bar ethos, embody core values, inspire celebration, and create real magic. Serve as a brand ambassador both internally and externally.
• Address guest inquiries, concerns, or complaints professionally and promptly, escalating to a manager when necessary to ensure guest satisfaction.
• Prepare Milk Bar products while performing daily product audits to ensure consistent taste and quality.
• Adhere to the time and attendance policy by arriving on time, ready to work, and completing scheduled shifts in their entirety.
• Routinely stock merchandise, ensure shelves and displays are fully stocked and visually appealing, rotate products to maintain freshness, and follow inventory management procedures to minimize waste.
• Perform other duties as assigned by Manager, SIC, or Key Holder.
• Communicate constantly with co-workers and other departments via phone and email.
• Comply with DOH regulations and Milk Bar GMP standards when performing cleaning tasks, preparing food and beverages, and working behind the counter. Follow company dress code and hygiene practices.
• Operate a touchscreen POS to process transactions with precision, ensuring all sales, refunds, and discounts are accurately recorded.
• Effectively communicate menu offerings and company information to guests both in person and over the phone.
• Troubleshoot product and equipment issues that occur.
• Manage time efficiently during shifts by actively referencing and utilizing all provided checklists, including opening, closing, and task-specific checklists.
• Work closely with the Bakery team members, giving constructive feedback and always thinking about improvements.
• Take ownership of maintaining a clean, organized, and visually appealing bakery environment.

Job duties are subject to change at the Bakery’s discretion.

Requirements

• 1-2 years of experience in a customer-facing role, preferably in the food or hospitality industry.
• Exceptional interpersonal and communication skills with the ability to create a welcoming and inclusive environment for guests and team members.
• Strong attention to detail and ability to follow established procedures, including food safety, cash handling, and time management.
• Passion for food, desserts, and coffee, with a willingness to learn and share product knowledge.
• Ability to multitask in a fast-paced environment while maintaining a positive attitude and high standards of service.
• Proactive problem-solving skills and the ability to handle guest inquiries or concerns professionally.
• Physically able to stand for extended periods, perform repetitive tasks, and safely lift up to 25 lbs.
• Regular in-person attendance is an essential function and requirement of this position.