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.

  • Monitor, measure, respond and correct any incorrect customer interactions with designated Bakery.

  • 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

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

  • Maintain brand identity in all interactions. Review and Respond to all customer feedback received in Chatmeter and other forms of media.

• Human Resources and Talent Development

  • Lead staff development and succession planning. Provide ongoing feedback, establish performance expectations and ensure the right people are in the right place at the right time.

  • Responsible for hiring, including interviewing and training.

  • Manage team environment and provide timely response to team needs.

  • 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.

  • Manage team contests, including but not limited to Employee of the Quarter.

  • Manage employee schedule and ensure that schedule is posted in accordance to Milk Bar Policy

• Operations & Sales

  • Uphold a high standard of bakery operations that ensures a clean, safe, and welcoming environment for guests and team members

  • Responsible for the financial performance of the Bakery Revenue, Labor, and COGS line on our P&L. Have full awareness and a proactive approach of managing actuals vs target.

  • Responsible for the preparation of the most delicious Milk Bar products, 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.

  • Monitor inventory and replenish stock. Adjust pars to eliminate waste and avoid 86’ing items. Ensure all inventory is tracked accurately in Netsuite and all transactions are performed in a timely manner.

  • Be knowledgeable with troubleshooting any and all equipment issues, and minimize the use of external technicians.

  • 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 direct supervisor on a weekly basis, and attend periodic 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

• 3 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 25lbs and remain in a stationary position for shifts.

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