Quality Control & Customer Experience

This role focuses on monitoring the food and beverage preparation process from start to finish, ensuring accuracy, consistency, and adherence to established standards, while helping to ensure that every customer has a positive experience.

Responsibilities:

Quality Control

1. Monitor and enforce food quality standards across all locations.
2. Ensure consistency in taste, presentation, and portioning of baked goods, sandwiches, beverages, and smoothies.
3. Conduct routine inspections of food preparation areas to ensure compliance with health and safety standards.
4. Identify and correct deviations from standard recipes and preparation methods.
5. Work closely with kitchen and service teams to maintain excellence in product delivery.

Customer Experience

1. Actively monitor customer interactions and service delivery.
2. Address and resolve customer complaints promptly and professionally.
3. Implement strategies to enhance the overall customer experience.
4. Ensure a welcoming, clean, and efficient service environment at all times.
5. Train and coach staff on customer service best practices.

Operations & Oversight

1. Rotate between multiple restaurant locations as assigned.
2. Provide real-time feedback and support to staff to improve performance.
3. Assist with staff supervision and ensure adherence to company policies and procedures.
4. Support management with reporting on quality issues, customer feedback, and operational improvements.
5. Ensure all locations maintain brand standards and operational consistency.

QUALIFICATION, EXPERIENCE, KNOWLEDGE, SKILLS, AND ABILITIES REQUIREMENTS

1. Diploma in Food safety, Business administration or similar field.
2. Minimum of 2–3 years’ experience working in a restaurant, bakery, café, or similar food service environment.
3. Hands-on baking experience within the industry is required.
4. Strong understanding of food quality standards and customer service principles.
5. Experience working in a fast-paced, multi-product environment (baked goods, beverages, sandwiches, etc.).
6. Proven ability to handle customer complaints and resolve issues effectively.
7. Excellent communication and interpersonal skills.
8. Strong attention to detail and accuracy in order-taking and transaction processing.
9. Flexibility to work evenings, weekends, and holidays as needed.
10. Knowledge of food safety regulations and practices is a plus.

Physical Requirements & Working Conditions:

• Ability to stand for extended periods and move around.
• Lift and carry trays of baked goods and supplies weighing up to 25 pounds. Bend, stoop, and reach to access items.
• Requires travel/rotation between multiple restaurant locations.
• Fast-paced, customer-focused environment.

Key Performance Indicators (KPIs)

• Customer satisfaction ratings and feedback
• Reduction in customer complaints
• Consistency in product quality across locations
• Compliance with food safety and quality standards
• Staff adherence to service and operational standards