Service Manager

Job Summary

The purpose of this job is to maintain exceptional guest service in a Frost Bake Shop retail location while managing the human resources and either the duties of opening or closing the assigned location; oversees the operation of the assigned shift by planning and assigning work, managing all ordering functions, and managing the facility.

Pay Range

$16-$20 per hour

Essential Duties & Responsibilities

• Ensures outstanding guest service by modeling exemplary service delivery; includes acknowledging every guest, maintaining exceptional standards for cleanliness and product quality, possessing solid product knowledge, and all other components of guest service.
• Manages the human resources of the assigned shift; actively supervises staff members by working beside them, motivates associates to perform at their full potential, effectively delegates tasks to keep associates always working, and proactively schedules meal and break periods, sending associates home when retail volume/traffic is down.
• Acts as a communication liaison to the shift associates; disseminates “Staff News” to reach every associate on a weekly basis; effectively communicates expectations/consequences and addresses variances from the expectations in a proactive manner.
• Executes administrative tasks including, but not limited to, printing of labels with the labeler machine, completion of nightly tracker sheets, and the filing of paperwork.
• Manages all aspects of ordering, including procedures for standard orders, customs, transfers, and regular supplies. Provides 1‑1 guest service for all custom orders with exceptional communication skills regarding Frost policies and pricing. Precisely documents on the custom order form including the required item drawing.
• Executes the applicable checklist for either opening or closing manager duties in a methodical and thorough way.
• Contacts vendors on behalf of the store manager to coordinate necessary services.
• Completes monthly facility inventory and bi‑annual facility audit.
• May perform other duties as assigned. Duties, responsibilities, and activities may change at any time with or without notice.

Education & Experience

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

Knowledge, Skills, & Abilities

• Ability to develop and maintain productive and positive relationships with regulatory agencies, vendors, customers, and employees.
• Knowledge of principles and practices of supervision. A demonstrated ability to lead people and get results through others.
• Ability to effectively present information and respond to questions from internal/external customers.
• Strong organizational skills for the performance of a variety of complex administrative duties. Ability to prioritize tasks.
• Accuracy and attention to detail; logical and methodical approach to problem solving.
• Proficiency in standard software applications including, but not limited to, Word, Excel, Google Drive, and Dropbox, and with standard office equipment.

Environment & Working Conditions

This job operates in a climate‑controlled retail environment with occasional exposure to a 0‑degree walk‑in. Appropriate cold‑weather gear is provided at each location.

Physical Demands

• Regularly required to talk and hear.
• Requires standing, walking, bending, kneeling, stooping, crouching, crawling, and climbing.
• Frequently lifts and/or moves items weighing up to 50 lbs.
• Specific vision abilities including close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
• Occasional travel between the stores and the bakery.
• Regularly requires long hours and frequent weekend work.