Retail & FOH Lead

Position Title: Retail and FOH Lead FLSA Status: Non-exempt

Job Type: Full-Time Position Level: Hourly

Department: Front of House Reports to: Management

Division: Cheese Shop Last Updated: 09/08/2022

SUMMARY:

This position is responsible for maintaining the expectations and SGD standards for exemplary customer service front of house staff. This is a leadership role in the SGD team and will be focused on the following areas: retail sales, merchandising, retail product knowledge and training, supervision, accountability, communication, greeting guests, coordinating and running a wait list, orderly table seating, thanking guests when departing, and overall guest experience. This position is a hands-on position and the candidate is expected to be highly motivated and attentive in the retail/host area 95% of the time.

ESSENTIAL FUNCTIONS, RESPONSIBILITIES AND DUTIES:

• Coordinate the operation of the Cheese Shop during scheduled hours

• Communicate new products for service staff and hosts/hostesses as well as ensuring full stocked retail area

• Responsible for tasting notes, retail product cards, and sampling of new products for all FOH staff

• Fields any issues that may arise during service, with service or kitchen staff and communicates with management team

• Ensures all expectations for service are completed to the SGD standard and completely before staff leaves

• Responsible for running the FOH shift when KM or GM is not onsite and accountable for maintaining all FOH checklists are completed before leaving shift

• Delegated to order, inventory, maintain accurate records for FOH product needs as directed by management, including money drawers, petty cash and any approved purchases made on behalf of SGD

• Prioritize greeting guests as they enter building

• Responsible for coordinating reservations, waitlists, and fair seating for both servers and guests during service

• Ensures phones are answered swiftly, professionally, and politely

• Maintains a fully stocked, clean, and tidy retail area at all times, including folding, sizing and recovery of apparel in retail space

• Inventories cheeses daily and, cuts, wraps, and labels cheese needed for retail

• Maintain high standards of quality control, hygiene and health and safety

• Comply with all health and safety regulations

• Enforce sanitary practices for food handling, general cleanliness, and maintenance of retail, kitchen and dining areas

• Carries oneself professionally, personably, friendly, and helpful at all times

• All orders and deliveries have been FIFO (First-In-First-Out) before leaving shift

• Ensure exceptional customer service

• Be present on the floor at all times, especially during peak of shift (11 - 2 pm; 5 - 8pm), physically and mentally

• Have a sense of careful urgency and expect careful urgency from all FOH staff

• Aid guests and guide them through food and drink offerings when needed

• Respond to and resolve customer complaints according to the “Five Steps”

• Expect 100% completion of each departmental checklist and maintain accountability by checking lists daily

• Be a Team Player

• Assist in any area of the Cheese Shop when circumstances dictate a need

• Use tact and professionalism when communicating with other team members and customers at all times

• Open communication with management on all happenings during shifts and document all occurrences in incident log before leaving shifts

• Oversee completion of any cheese boards, platters, or gift boxes that may need to be built for customers, reservations and special event needs

• Perform special assignments or duties as requested by management

• Responsible for training all new hosts and retail associates

• Attend all scheduled employee meetings

REQUIRED QUALIFICATIONS AND COMPETENCIES:

• Knowledge of all Sweet Grass Dairy products

• Knowledge of food and beverage pairing and food offerings

• Knowledge and ability to interpret and apply related federal, state, and local, ordinance, rules, and regulations

• Knowledge of sanitation, food hygiene, and health and safety concerns

• Knowledge and ability to safely use sharp knives when cutting cheese and/or meats

• Knowledge and ability to provide excellent customer service

• Ability to convey through leadership and service the SGD vision, mission and core values

• Ability to develop positive relationships with customers, vendors and staff

• Ability to communicate verbally and in writing

• Ability to be confident, personable and articulate when communicating with customers

• Ability to recognize urgencies and opportunities and react accordingly

• Ability to multitask and adjust priorities with a sense of urgency

• Ability to exhibit attention to detail

PHYSICAL DEMANDS OF THE JOB:

The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the team member is frequently required to sit, walk, talk and hear

• Use hands and fingers to feel, handle, or operate objects, tools, or controls and reach with hands and arms

• Be standing on feet majority of the workday in addition to walking back and forth

• Lift and/or move up to 50 pounds. Lifting while turning side to side is sometimes necessary

• Specific vision abilities required by this job include close vision and the ability to adjust focus

• Position sometimes requires extended hours including evenings and/or weekends

WORK ENVIRONMENT:

• The work is performed primarily in a restaurant and retail shop environment

• Standing most of the work day is required

• Work requires movement in and out of customer areas, store rooms, and coolers

• The noise level in the work environment is moderate

The duties listed above are intended only as illustrations of the various types of work and duties that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position. Sweet Grass Dairy Cheese Shop reserves the right to add additional duties or modify existing duties.

The job description does not constitute an employment agreement between Sweet Grass Dairy Cheese Shop and the employee and is subject to change by SGD as the needs of the SGD and the requirements of the job change.

Job Type: Full-time

Pay: $15.00 per hour

Benefits:

• Dental insurance
• Employee discount
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Weekend availability

Experience:

• Retail customer service: 1 year (Preferred)
• Restaurant lead: 1 year (Preferred)

Work Location: One location