BAKERY LEAD *PURPOSE To provide Excellence in customer service by consistently and accurately preparing catering and made to order to customer request. To develop an intuitive sense of customer service and to devote strict attention to cleanliness detail. To establish and maintain a fast pace at the sandwich line and throughout the store while cleaning. *To lead by example, be cross-trained in several positions and to handle minor problems when the owners or managers are not in the store. QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. **

1. Exhibits JOB AND PRODUCT KNOWLEDGE sufficient to make and prepare orders as needed.
2. Exhibits ENERGY sufficient to maintain a continuous high-level of productivity and enthusiasm while on duty and possesses the stamina to work the early-morning shifts or long afternoons regularly.
3. Exhibits STRESS TOLERANCE sufficient to perform duties with a positive attitude, even when faced with difficult or unusual pressures or circumstances.
4. Exhibits ORGANIZATIONAL SKILLS sufficient to ensure that each customer is served within the required timeframe, orders are organized and filled each day, products are labeled with accuracy, and sandwich area is kept clean and uncluttered without slowing down the production flow.
5. Exhibits INITIATIVE sufficient to perform assigned duties without regular reminders; and sufficient to be actively engaged in improving the atmosphere of the bakery cafe.
6. Exhibits COST CONSCIOUSNESS sufficient to eliminate mistakes that would create non-sellable products.
7. Exhibits COMMUNICATION SKILLS sufficient to effectively give and receive information to customers, co-workers and management; and sufficient assertiveness to make needs and concerns known in a constructive way.
8. Exhibits LEADERSHIP SKILLS sufficient to lead by example, constructively direct the work of fellow employees and handle problems when they arise.

These duties are to be performed each day, whether or not the owners or manager are present, in conjunction with your daily duties:

1. Oversee all counter operations at the bakery. This includes the volume and type of music played during all business hours.
2. Enforce all Great Harvest rules and policies, including, but not limited to those contained in the Employee Handbook. (dress code)
3. Supervise counter crew to ensure a high quality of customer service and cleanliness. If someone makes a mistake, remember that we believe in Henry Fords advice: DONT FIND FAULT, FIND A REMEDY. Never attack or belittle someone for a mistake; the next mistake may be yours. Treat staff with utmost courtesy and respect at all times.
4. Ensure that quality control measures are strictly observed, including (1) culling any bread from the racks that are below weight, not aesthetically pleasing, or not up to Great Harvests high standards; (2) alerting the Owner immediately to any problems observed with the breads or goodies on the breadboard. (This must be done quietly, with discretion, and NEVER in front of customers).
5. Ensure that all orders, gift arrangements (baskets, bags, etc.), a are completed and ready on schedule, and that all orders are properly set aside, bagged and ready for pick-up.

These duties are to be performed in the owners absence:

1. Respond to any emergencies that may arise regarding customers or staff:

• Ensure that 911 is dialed as soon as feasible in the event of a medical crisis, fire, crime, or other similar emergency
• Handle any last-minute counter scheduling changes such as those caused by sudden illness or emergency
• Notify owners as soon as possible of any emergency

2. Monitor any customer complaints and ensure that each complaint is handle in a pos tive kind matter according to training and policy. Assure that any returns are documented according to policy.
3. Attempt to resolve any open conflicts that may arise between employees and customers, or between fellow employees. Report any serious conflicts to the owners as soon as feasible.
4. Provide feedback to the owners on any problems that arise as soon as possible.

*Effective 6/2020 Documenting the (1) date of complaint; (2) time of complaint; (3) whether complaint made in person or by phone; (4) name of person complaining of alleged injury; (5) nature of alleged injury (customers description); (6) address and phone number of person complaining. PAY RANGE 15.50 - 22.50 + Tips