JOB OVERVIEW

The Flagship General Manager oversees the day-to-day operations of a designated Milk Bar Flagship, and is responsible for supporting, managing, and developing all team members to exceed business goals.

JOB RESPONSIBILITIES

• Customer Service

  • Demonstrate a commitment to service by prioritizing the guest experience and creating personalized moments.

  • Ensure smooth day to day operations of designated Bakery. Foster and promote a strong work culture and #MilkBarLife, and uphold brand service standards.

  • Coach, guide and support team to provide exceptional customer experience.

  • Fully understand and exhibit the Milk Bar ethos, embody our core values, inspire celebration, and create real magic. Serve as a brand ambassador both internally and externally

  • Maintain brand identity in all interactions. Go above and beyond to resolve customer feedback both, directly and through your team. Utilize Chatmeter on a weekly basis to respond to all customer feedback related to your location.

• Human Resources and Talent Development

  • Responsible for recruiting, hiring, onboarding, and ongoing development.

  • Lead staff development and succession planning. Provide ongoing feedback, and establish performance expectations.

  • Cultivate a strong team culture that inspires everyday celebration

  • Handle payroll and scheduling. Anticipate schedule changes based on needs and seasonality, and ensure all staffing needs are met while meeting the budget. Manage attendance, call outs and latenesses.

  • Maintain legal compliance with all relevant EEO, labor, HR, wage and food safety laws and regulations.

  • Identify underperforming team members and partner with your area manager to create a performance development plan. Track progress through conversation logs through Paylocity.

• Operations & Sales

  • Maintain an elevated standard of bakery operations that ensure a welcoming, clean and safe environment for guests and team members.

  • Responsible for the profitability of the Bakery and ensuring your team understands how to meet and exceed financial targets.

  • Responsible for the preparation of the most delicious Milk Bar products, including baking in store, always prioritizing taste and quality.

  • Track sales against budget, execute strategies for increasing sales, while maintaining constant communication with the team. Manage and track voids, discounts and any financial inconsistencies.

  • Maintain inventory par levels and ensure inventory is replenished and all items are available in-store and on 3PL.

  • Communicate repair and maintenance issues through ResQ so they can be addressed efficiently.

  • Work together with the Classroom Manager to successfully execute Milk Bar classes at their unit and uphold, meet and exceed the classroom operations standard.

  • Comply and enforce DOH regulations and Milk Bar GMP standards when performing cleaning tasks, preparing food and beverages, and working behind the counter. Follow and lead company dress code and hygiene practices and standards. Adhere to any current and future Covid19 related regulations. Uphold Milk Bar, local, state and federal requirements and assure the Bakery is well prepared for any inspections. Passing grade is the expected standard (pass outside of NY/LA, A grade in NY and LA).

  • Meet with Area Manager on a weekly basis and attend Bakery Meetings.

  • Ensure team members are utilizing all operational / training materials. Maintain and enforce daily checklists, including but not limited to: temperature logs, FIFO, soft serve, deep clean tasks and AM / PM checklists.

  • Oversee all menu changes and ensure they are properly implemented. Communicate all menu changes to delivery and pickup services.

  • Address any facilities, tech and art requests with corresponding departments.

Please note that job duties are subject to change at the Bakery’s discretion.

SKILLS & REQUIREMENTS

• 2 years managerial/supervisory experience required, preferably in the hospitality or food industry.

• Food handler card required (Food Protection Certificate in NYC).

• Strong leadership, decision making and multitasking skills.

• Able to work a flexible schedule of nights, weekends, and holidays.

• Self starter. Able to observe what needs to be changed and execute it.

• Strong communication skills. Ability to solve problems independently and delegate as needed.

• Passion for food, sweets and coffee - big plus.

• Ability to build relationships and embrace change.

• Must be able to safely lift up to 25 lbs and remain in a stationary position for shifts.

• Regular in-person attendance is an essential function and requirement of this position.