Job Description

Role summary

You will run day-to-day operations of a high-volume dessert parlour -- leading service, production, and commercial performance while ensuring excellent customer experience, food-safety compliance and efficient cost control. This is a hands-on role combining customer service, team leadership, stock control and food prep.

Key responsibilities

- Open/close store: follow checklists, cashing up, security procedures.

- Lead service: greet customers, manage queues, take orders, Prepare various styles of coffee, prepare/serve gelato, soft-scoop, waffles, slushes and cookie dough items to specification.

- Production & quality control: monitor product quality, rotation of flavours, dispense portion control, follow recipes and presentation standards.

- Food safety & hygiene: maintain high standards; complete cleaning schedules, ensure allergen controls and compliance with Level 2+ hygiene standards and local authority requirements.

- Team management: recruit, train and supervise staff; create rotas; coach front-of-house on upselling and customer service.

- Stock & supply: order stock, reconcile deliveries, monitor stock levels, minimise waste and food-costs.

- Cash & POS: operate tills/POS, manage card & cash reconciliations, handle refunds & promotions.

- Sales & marketing: execute in-store promotions, social media suggestions, merchandising and ensure menu signage is up-to-date.

- Health & safety: ensure safe working environment; report incidents; follow manual-handling and allergen procedures.

- Reporting: prepare daily/weekly sales reports, variance analyses and incident logs for the owner/area manager.

- Customer relations: resolve complaints professionally; collect feedback and maintain excellent service standards.

Key performance indicators (KPIs)

- Daily/weekly sales vs target

- Average transaction value & upsell conversion rate

- Food cost & wastage percentage

- Customer satisfaction ratings / online reviews

- Compliance with hygiene audits & local authority inspections

Person specification -- skills & attributes

- Strong customer-service focus, friendly and professional.

- Proven leadership ability; able to coach and motivate a small team.

- Good numeracy and administrative skills (stock control, basic P&L awareness).

- Confident with POS systems and basic IT (Excel/Google Sheets desirable).

- Excellent communication and problem-solving.

- Able to work under pressure and multitask during busy shifts.

- Attention to detail for food safety, portion control and presentation.

- Flexible availability including weekends, evenings and bank holidays.

Qualifications & training

- Level 2 Food Safety / Food Hygiene certificate (or willing to obtain).

- Allergen-awareness training (essential).

- Experience in a food & beverage environment, ideally in ice cream/gelato/ cafe/ dessert parlour, with supervisory responsibility.

- Barista or food prep experience an advantage.

- First aid / COSHH / manual handling training desirable (or provided).

Experience

- 1-3 years supervisory or managerial experience preferred for operator role.

- Demonstrable track record of driving sales, controlling costs and maintaining high service standards.

Working conditions & physical requirements

- Standing for long periods, lifting/moving tubs up to [e.g. 15 kg], working in chilled display cabinets and hot-food areas.

- Fast-paced retail environment with peak times at weekends and evenings.

Benefits (examples to customise)

- Competitive pay + tips/bonus scheme.

- Staff discounts on food & drinks.

- Paid training and progression opportunities.

Desirable extras (optional)

- Experience with gelato production or artisan pastry.

- Social-media/content creation skills for local marketing.

- Basic food-costing and rota management experience.

Job Types: Full-time, Part-time

Pay: 18,000.00-32,000.00 per year

Expected hours: 20 - 48 per week

Experience:

dessert parlour: 2 years (required)
Work Location: In person