Hospitality & Operations Manager, Paradise Valley (Opening Fall 2026)

Job Description

Job Description

Reports to: Owner
Classification : Full-time, Salaried, Exempt

About the Role

Make People Feel Something. Then Build a Team That Does the Same.

Most hospitality is adequate. Guests are greeted, orders are taken, transactions are completed. We're not interested in adequate.

We're opening our Paradise Valley location in Fall 2026 and we're looking for someone who understands that genuine hospitality isn't a service standard or a training module — it's a decision you make about how you're going to treat people. Someone who has felt the difference between being served and being genuinely cared for, and has made it their life's work to create that feeling for others.

The Hospitality & Operations Manager will be the heartbeat of this location. You'll lead from the floor, run a tight operation, and build a team that doesn't just follow procedures — they make people feel like the most important person in the room. You'll work directly with ownership, and you'll have the trust, the autonomy, and the support to do this right.

This isn't a role for someone who manages from a distance. It's for someone who can't help but be present — who notices the guest sitting alone, who remembers how someone takes their order, who finds the small moments to go further than anyone expected. Someone who has learned that the most memorable experiences aren't always the grandest gestures — sometimes it's the smallest, most specific act of care that changes how someone feels about a place forever.

We'll teach you our products. We can't teach what you already know about people.

Responsibilities

Pre-Opening

• Partner directly with ownership to prepare the location for a successful, culture-first launch
• Recruit and hire a team built on hospitality instinct and genuine warmth — not just availability and experience
• Lead all pre-opening training with a focus on the why behind the guest experience, not just the how
• Establish service workflows and daily rhythms that support both operational excellence and human connection
• Build relationships in the Paradise Valley community before the doors ever open

Guest Experience & Hospitality Leadership

• Set the standard for every guest interaction — and raise it constantly
• Be a visible, active presence on the floor every shift — leading by doing, not by directing
• Step into any role the team needs: behind the counter, receiving a delivery, resetting the floor — whatever it takes
• Create a culture where going further than expected isn't a special occasion, it's the baseline
• Notice the details others miss — the returning guest, the off day, the opportunity to make someone's experience genuinely surprising
• Turn difficult moments into the interactions guests remember most — with empathy, ownership, and care
• Build genuine relationships with regulars that make them feel known, not just recognized

Team Leadership & Development

• Hire for character and heart — skills are teachable, genuine care for people is not
• Coach in real time, on the floor, in the moment — not just in scheduled reviews
• Create an environment where the team feels as cared for as the guests do — because they can't give what they don't have
• Develop future leaders who carry the hospitality philosophy forward, not just the operational playbook
• Hold people accountable with the same warmth and directness you'd want someone to use with you

Operations & Business Management

• Own the full day-to-day operation — scheduling, opening and closing procedures, floor coverage, cash management, and facility standards
• Manage P&L with an ownership mindset — labor, COGS, spoilage, and operating costs
• Oversee product receiving from our Phoenix production warehouse — verify deliveries, manage par levels, and maintain visual merchandising and presentation standards
• Track KPIs and report location performance to ownership regularly
• Ensure compliance with all company policies, health and safety requirements, and applicable employment laws
• Build operational systems that create consistency without killing the human element

Requirements

• 5+ years of progressive experience in hospitality, guest experience, or a service environment where going beyond expectation was the standard, not the exception
• A genuine belief that hospitality is something you do to people — an active, intentional act of making someone feel seen, valued, and cared for
• A servant leader who removes obstacles for their team so their team can do the same for guests
• Someone who leads from the floor and considers no task beneath them
• Proven ability to build, develop, and retain a team that is both operationally excellent and genuinely warm
• Comfortable owning a P&L and making data-informed decisions without losing the human thread
• Self-directed and entrepreneurial — you see what needs to happen and you make it happen
• Specialty coffee or food & beverage experience is a plus, but not required — the right foundation is hospitality, and we'll build everything else from there

Benefits

• $60,000 - $65,000 / year + Performance Bonus

• Performance-based bonus tied to location growth — no cap
• Health, dental, and vision insurance — Too Sweet Cakes covers 100% of the employee-only premium
• Paid time off
• Employee product discounts
• The opportunity to build something meaningful from the ground up, alongside an owner who leads the same way we're asking you to

How to Apply:

Ready to join the Too Sweet Cakes team? We can’t wait to meet you! Please submit your application along with a brief cover letter explaining why you’d be a great fit for our team.

For more information about the bakery, visit our website or follow us on Instagram:

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