Service Manager

About the role

This position maintains exceptional guest service in a Frost Bake Shop retail location while managing human resources and either opening or closing duties. The role oversees shift operations, including work planning, ordering functions, and facility management.

Pay: $16–$20/hour

Responsibilities

• Ensures outstanding guest service by modeling exemplary service delivery, including acknowledging every guest, maintaining cleanliness and product quality standards, and possessing solid product knowledge.
• Manages human resources for the assigned shift by supervising staff, motivating associates, delegating tasks, and scheduling meal/break periods.
• Acts as a communication liaison, disseminating weekly "Staff News," setting expectations, and addressing variances proactively.
• Executes administrative tasks such as printing labels, completing nightly tracker sheets, and filing paperwork.
• Manages all ordering aspects, including standard orders, customs, transfers, and supplies, while providing 1-1 guest service for custom orders.
• Documents custom orders precisely, including required item drawings.
• Performs opening or closing manager duties using applicable checklists methodically.
• Contacts vendors to coordinate necessary services on behalf of the store manager.
• Completes monthly facility inventory and bi-annual facility audits.
• May perform other duties as assigned.

Requirements

• High school diploma or GED.
• At least 2 years of experience in a retail store or food service.
• At least 1 year of experience managing a retail staff is preferred.

Skills

• Ability to develop and maintain productive relationships with regulatory agencies, vendors, customers, and employees.
• Knowledge of supervision principles and practices, with demonstrated leadership ability.
• Strong organizational skills for managing complex administrative duties and prioritizing tasks.
• Accuracy, attention to detail, and logical problem-solving approach.
• Proficiency in standard software (Word, Excel, Google Drive, Dropbox) and office equipment.

Work Environment

This job operates in a climate-controlled retail environment with occasional exposure to a 0-degree walk-in freezer. Appropriate cold-weather gear is provided.

Physical Demands

• Regularly required to talk, hear, stand, walk, bend, kneel, stoop, crouch, crawl, and climb.
• Frequently lifts and/or moves items up to 50 lbs.
• Requires close, distance, color, peripheral, and depth perception, with the ability to adjust focus.
• Occasional travel between stores and the bakery.
• Regularly requires long hours and frequent weekend work.