FOH Manager

Job Description Job Description Our Front of House Bakery Manager position goes beyond traditional retail management. This person is responsible for key revenue segments of our business which are currently seeing a consistent 30% increase in annual revenue growth. The Manager is responsible for leading our daily Front of House and Farmer’s Market operations while serving as a key connection between customers, employees, production, and bakery leadership. Swedish Girl Bakery is a growing start up business, we have long term expansion goals, and data analysis is our key method of understanding our strengths and opportunities. Candidates should be comfortable using spreadsheet platforms and understanding financials to assess product performance, revenue trends, and costs. The FOH Manager will understand not only how the bakery operates, but also what customers are buying, why they are buying it, and how FOH performance impacts the overall business. Being part of the SGB team offers candidates exciting professional growth opportunities. We value our employees for the impact they make within our business and their commitment to providing exceptional allergy friendly products delivered with 5 star service. Expectations: Team Leadership Lead and supervise the Front of House and Farmer’s Market teams. Create a positive, welcoming, and professional customer-service culture. Train and onboard new FOH/Market employees, with the goal of developing them into knowledgeable and confident customer-service professionals. Update product knowledge and allergen training. Coach employees on customer service/sales and provide ongoing feedback and performance coaching. Assign daily responsibilities and priorities. Assist with scheduling and staffing needs. Maintain FOH/Market standards for cleanliness, organization, and presentation. Encourage employees to take ownership of the customer experience and hold employees accountable to bakery standards. Communicate clearly with Production and Management. Maintain professionalism during difficult customer interactions. Customer Relationships Personally assist customers with complex orders and product selections. Take custom cake and special orders. Assist Custom Order Coordinator on communicating directly with clients regarding cakes, events, weddings, and special requests. Handle customer concerns and resolve issues professionally. Communicate customer feedback to bakery leadership and production. Product Knowledge & Allergens Maintain expert-level knowledge of the bakery's products. Maintain current ingredient and allergen information. Ensure FOH employees are properly trained on allergen procedures. Work with production to ensure product information is accurate. Product & Sales Analytics, Business Development Analyze daily, weekly, and monthly sales data. Track and provide remaining inventory lists after closing. Identify top-performing and underperforming products. Monitor sales trends and identify opportunities to increase sales. Assist with seasonal planning and analyze seasonal product performance. Track product demand and customer preferences. Identify opportunities for new products or product adjustments by tracking customer requests. Communicate sales trends to bakery leadership and provide data-driven recommendations. Assist with determining appropriate production quantities. Identify patterns in waste, shortages, and overproduction. Participate in product launches and promotional initiatives. Inventory & Supplies Manage FOH packaging inventory. Maintain appropriate levels of boxes, bags, labels, ribbons, containers, and other supplies. Establish par levels for FOH supplies. Conduct regular inventory counts. Place or communicate supply orders. Coordinate with production regarding product availability. Product Presentation Maintain FOH case and display standards. Ensure products are presented consistently with company standards. Coordinate seasonal and promotional displays. Monitor product freshness and appearance. Communicate production quality concerns. Ensure the customer facing presentation reflects the bakery's brand. Ensure custom orders are packed according to customer specifications and company standards. Operations Oversee opening and closing procedures. Manage daily workflow. Ensure the team properly labels and stores products in correct freezers/coolers/storage locations. Coordinate with Bakery Assistants, Pastry, and Management. Coordinate large orders and special events. Monitor order accuracy. Ensure pickup orders are prepared correctly and on time. Assist with high-volume periods and special events. Decision Making Adjust FOH priorities based on customer traffic and sales. Resolve customer concerns within established guidelines. Make recommendations based on sales data. Identify and address operational problems. Determine when issues need to be escalated to senior management. Skills Required Concrete understanding of how a business operates. Ability or willingness to learn business analysis, including but not limited to: reading financial statements, understanding consumer & sales trends, intuitive assessment of customer needs. Passion for 5 Star customer service. Strong communication and interpersonal skills, leadership and coaching abilities, as well as conflict resolution. Ability to master SGB product and allergen knowledge. Inventory management. POS and computer proficiency, specifically with spreadsheets (using formulas, data sorting, etc.) and word processing. Strong organization and ability to work efficiently and multitask. Ability to communicate effectively with both customers and production teams.