Front of House Lead

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Hi, from Pop Up Grocer! We are a new kind of grocery store, for a new generation. On our shelves and inside our boxes, we feature new—often, exclusive—products from the buzziest brands across food, beverage, home, pet and body care.

Our mission? To spread joy through experiences of discovery.

We are looking for an experienced, friendly, and passionate person to be at the customer service helm of our li'l slice of grocery heaven!

About the Job:

Job Title: Front of House Lead

Who you are:

The Front of House Lead will ensure a consistently memorable hospitality experience, by accurately performing the day to day operations, procedures and standards for the store, with an emphasis on the café—leading by example for the rest of the team. The FOH Lead will ensure the PUG team is fully trained on product knowledge, technical skills, safe work practices, and customer service standards. The FOH Lead is to promote a welcoming environment for customers and team members, with friendly hospitality at the forefront.

Essential Duties & Responsibilities

Service:

• Fosters a joyful grocery experience by providing outstanding service that generates regulars and builds loyalty. Strives to develop a rapport with customers by learning their names, favorite drinks, and food items.
• Provides a consistent experience for all customers by following outlined procedures, processes, and presentation guidelines.
• Anticipates customer needs by asking inquisitive questions and providing personal recommendations, both from the cafe and the retail shelves, as needed.
• Maintains a calm presence during high stress moments and high volume orders. Acts in a customer-come- first mentality that prioritizes customer needs over tasks.
• Familiar with all products on shelf. Absorbs and retains extensive knowledge of the products we feature, on a rotational basis, in order to effectively engage with customers and drive sales; this includes making suggestions based on dietary restrictions, founder stories, and other unique details; educates and trains other team members as needed.
• Works as part of a small and mighty team with flexibility to pitch in where needed to get the job done.

Operations:

• Responsible for the implementation of new policies and procedures, including coaching team members on customer service and quality of drinks and opening and closing standards, including those relating to safety and cash handling.
• Responsible for the adherence to existing policies, and ensuring the rest of the team is on task.
• Keeps a clean and safe workspace to follow all standards for local health code regulations.
• Supports Store Manager in effective and positive communication amongst all team members. Assigns team members tasks to be completed during the shift. Recognizes team accomplishments on a consistent basis by providing prompt and specific feedback.
• Promotes and practices safe work habits, reporting to the Store Manager of potential safety hazards, operational inconsistencies and team member incidents while during shift hours.
• Informs Store Manager of supply needs for all retail product, food, coffee, dry goods, supplies, and other product and materials as needed.

Training & Development:

• Supports the Store Manager with technical FOH training and Pop Up Grocer standards, ensuring all team members are able to effectively deliver on these expectations.
• Stays up to date on all menu changes and demonstrates extensive knowledge of the preparation of menu items. Shares this knowledge with the team.
• Leads by example by ensuring the team is educated on products and services, including complete knowledge of our menu, with the utmost attention to dietary needs and restrictions, with awareness of possible and impossible accommodations.

Experience, Skills & Knowledge:

• At least three years of Retail or Hospitality experience, preferably in an elevated service environment.
• Barista experience with knowledge of specialty coffee, latte art and equipment.
• Thinks creatively to find solutions to improve the experience of customers and employees, using strong communication and interpersonal skills
• This position will require frequent standing and use of hands and arms. Must be able to lift up to 50lbs and frequently bend and twist from the waist.

Availability Requirements:

30-35 hours per week, 4-5 days of availability required and must be available to work 2 peak days (usually weekend days, weekend as described as Saturday and Sunday) including early mornings, nights, and holidays. Please note this position is hourly plus tips.

Pay is $23-25/hr, commensurate with experience.

A few benefits we offer

• A friendly, happy work environment :)
• 50% discount on all cafe items
• Free shift drinks
• Monthly grocery stipend
• Additional compensation with sales goals met each month (paid out quarterly)

Job Type: Part-time

Pay: $23.00 - $25.00 per hour

Benefits:

• Employee discount
• Paid training

Shift:

• 8 hour shift
• Day shift
• Evening shift
• Morning shift

Education:

• Bachelor's (Required)

Ability to Commute:

• New York, NY 10012 (Required)

Work Location: In person