Do you love coffee, ice cream, and creating memorable moments for people? We’re looking for a Lead Barista who’s ready to step up, lead by example, and keep the good vibes flowing behind the counter. In this role, you’ll be the go-to person on shift—guiding the team, supporting daily operations, and making sure every guest leaves happier than when they walked in. Whether you’re crafting the perfect latte, building an over-the-top waffle cone, or coaching a teammate, you’ll help create an experience our guests come back for again and again.

In this role, you will be leading the team in greeting customers, take orders, fill orders by scooping ice cream into our waffle cones or bowls and covering them in whichever toppings our customers request on the ice cream side or brewing delicious coffee beverages to our customers request on the coffee side, whatever the task may require. As a Lead Barista you will be expected to uphold the standards that are set by senior leadership, aid in training, and provide a great experience for all our guests.

• Greet shop customers & engage with and understand our customers, including discovering and responding to customer needs through clear and pleasant communication.
• Prepare food and beverages to standard recipes or customized for customers, including recipe changes such as temperature, quantity of ingredients or substituted ingredients
• Take orders and manage the register/ cash handling
• Make coffee & other beverage orders to fill customer requests
• Scoop ice cream and toppings, mix shakes, create floats to fill customer orders
• Restock ice cream flavors in display tubs
• Restock bowls, cones, and toppings behind the counter
• Restock cups, lids, and ingredients for the coffee
• Restock napkins and spoons for customers
• Wipe down surfaces in between customers

• Understand the needs of the shift, deploy resources and communicate the plan to the staff department so that products and services are delivered timely and to the department’s specifications.
• Use the department’s Job Skill Handbooks to consistently coach and train Associates.
• Use the approved tools and checklists to set daily expectations for each Associate and ensure completion of the assigned tasks.
• Provide daily motivation and encouragement to motivate each Associate and create the environment and teamwork for excellent service.
• Follow Service Recovery guidelines to ensure that guest concerns are resolved to complete satisfaction. Understand and escalate guest concerns when necessary.
• Champion Gold Key/PHR’s service culture, “The Keys to Making it Right” to proactively focus Associates on what matters most to lead in guest satisfaction for the brand, our market competitors and on social media.
• Constant inspection of your assigned areas of responsibility to ensure alignment with standards, specifications and inventories, which include cleanliness, environment/sense of place and guest experience; deploy corrective action or resources when necessary.
• Proactively lead by example in safety and security procedures to prevent accidents, ensure healthy environments for both Associates and Guests.
• Other duties as assigned