Should I include customer service requirements in a Baker job description?

Date modified: 30th September 2025 | This FAQ page has been written by Pilla Founder, Liam Jones, click to email Liam directly, he reads every email. Or book a demo to see how hospitality businesses use Pilla to create and record job descriptions.

Restaurant Manager Job Description Template

This job description template provides a full working exmaple using our six step approach. Open the template in the Pilla app and customise each section to make it specific to your role and business.

We operate a thriving 160-seat restaurant serving contemporary cuisine with emphasis on exceptional guest experiences, operational efficiency, and sustained profitability. Our restaurant manager leads all aspects of daily operations, balancing strategic business objectives with hands-on leadership of front-of-house and kitchen teams totaling 25+ staff members. The role demands comprehensive understanding of hospitality operations, financial management, and team development while maintaining the service standards and brand identity that define our market position. Our management culture values innovation, accountability, and collaborative leadership, requiring a manager who can inspire teams, optimize performance, and drive continuous improvement across all operational areas.
• Lead comprehensive restaurant operations including staff management, financial performance, guest satisfaction, and regulatory compliance • Recruit, train, and develop high-performing teams across all departments, conducting regular performance reviews and career development planning • Manage P&L responsibility including revenue optimization, cost control, inventory management, and budget planning to achieve financial targets • Implement and maintain service standards, operational procedures, and quality control systems that ensure consistent guest experiences • Oversee daily operations including shift management, staff scheduling, inventory control, and equipment maintenance coordination • Develop and execute marketing initiatives, promotional activities, and customer loyalty programs to drive revenue growth • Ensure compliance with health and safety regulations, licensing requirements, and food safety protocols through comprehensive monitoring systems • Handle escalated guest relations including complaint resolution, VIP management, and reputation management across review platforms • Collaborate with head chef on menu development, pricing strategies, and food cost management to optimize profitability • Conduct regular staff meetings, training sessions, and one-to-one reviews to maintain communication and performance standards • Manage supplier relationships, contract negotiations, and purchasing decisions to ensure quality and cost effectiveness • Plan and coordinate special events, private functions, and corporate bookings to maximize revenue opportunities • Implement technology solutions including POS systems, reservation platforms, and operational software to enhance efficiency
Essential Skills: Proven senior management experience in high-volume restaurant operations with demonstrated P&L responsibility and financial accountability; exceptional leadership abilities including staff recruitment, training, performance management, and team development; comprehensive understanding of restaurant operations including front-of-house service, kitchen coordination, and back-office administration; strong business acumen with experience in budget management, cost control, revenue optimization, and strategic planning; excellent communication and interpersonal skills for guest relations, staff management, and stakeholder coordination; thorough knowledge of hospitality regulations, health and safety requirements, and licensing compliance. Preferred Qualifications: 5+ years progressive restaurant management experience with multi-site or senior management responsibility; formal business or hospitality management qualifications; advanced understanding of restaurant technology including POS systems, inventory management, and analytics platforms; experience with brand management, marketing initiatives, and customer relationship management; proven track record of achieving financial targets, improving operational efficiency, and driving business growth; knowledge of wine and beverage programs, menu engineering, and pricing strategies.
We're looking for an accomplished restaurant management professional with at least 5 years senior management experience in similar volume and complexity establishments, showing progressive career advancement and proven business results. You should have comprehensive understanding of restaurant operations, financial management, and strategic planning gained through hands-on leadership roles with full P&L accountability. The successful candidate will have demonstrated ability to lead large teams, implement operational improvements, and achieve ambitious financial targets while maintaining exceptional guest satisfaction levels. This executive role offers significant influence over business direction, involvement in expansion planning, and potential advancement to regional management or ownership opportunities within our growing restaurant group.
We're looking for someone who combines entrepreneurial thinking with operational excellence, leading by example while inspiring teams to achieve exceptional results across all performance metrics. You should have natural coaching and development abilities, showing skill in building high-performing teams while maintaining high standards for guest service and operational efficiency. We value leaders who embrace innovation, think strategically about business growth, and communicate vision effectively throughout the organization. The right person will be results-oriented yet people-focused, analytical in approach yet creative in problem-solving, and committed to building sustainable business success through exceptional hospitality delivery and team excellence.
Competitive management salary of £42,000-£50,000 annually plus substantial performance bonus structure based on revenue targets, profit margins, and operational KPIs (potential additional £8,000-£12,000 annually). Executive benefits package includes: 30 days paid annual leave plus bank holidays and professional development time; comprehensive health and dental insurance including family coverage; company car allowance or equivalent transport benefits; executive pension scheme with enhanced employer contributions; ongoing management development including industry conferences and leadership training; profit-sharing opportunities based on restaurant performance; flexible working arrangements for strategic planning and business development; equity participation options for exceptional performers; career advancement opportunities including regional management roles and new venture partnerships within our expanding hospitality group.

Whether to include customer service requirements in a Baker job description depends on the level of customer interaction expected. Include customer service elements if Bakers interact directly with customers, coordinate with front-of-house teams, or participate in retail operations. For production-only roles, focus on internal communication and quality standards that support customer satisfaction indirectly.

Common misunderstanding: All hospitality roles require direct customer service skills.

Many Baker positions focus entirely on production without customer interaction. Commercial bakeries, commissary operations, and back-of-house hotel positions emphasise technical skills and team coordination rather than customer service abilities. Be clear about actual interaction requirements.

Common misunderstanding: Customer service skills aren't relevant for production-focused Baker roles.

Even production-focused Bakers contribute to customer satisfaction through product quality, timing reliability, special requirement accommodation, and coordination with service teams. Understanding customer impact motivates quality focus even without direct interaction responsibilities.

What customer interaction responsibilities do Bakers typically have?

Customer interaction responsibilities vary significantly by operation type. Retail bakeries may require direct customer service including product explanations, custom order coordination, and sales support. Production bakeries focus on communication with front-of-house teams about availability and timing. Hotel bakeries coordinate with service staff about special requirements and dietary accommodations.

Common misunderstanding: Customer interaction skills are secondary to baking abilities.

In retail environments, customer interaction skills directly impact sales, repeat business, and customer satisfaction. Bakers who can explain products, accommodate special requests, and provide friendly service become valuable assets beyond their technical baking contributions.

Common misunderstanding: Production Bakers never need to consider customer preferences.

Even production-focused Bakers benefit from understanding customer preferences, seasonal demands, dietary trends, and quality expectations. This knowledge helps them prioritise production decisions and quality standards that align with customer satisfaction goals.

How do Bakers contribute to customer satisfaction without direct service roles?

Bakers contribute through consistent product quality meeting customer expectations, reliable production timing ensuring availability, accommodation of special dietary requirements and custom orders, effective coordination with service teams about availability and timing, and maintenance of food safety standards that protect customer health and confidence.

Common misunderstanding: Quality control is purely technical and doesn't relate to customer service.

Quality control directly impacts customer satisfaction through taste, texture, appearance, and consistency. Bakers who understand quality from a customer perspective make better decisions about acceptable standards and continuous improvement priorities.

Common misunderstanding: Production timing only affects internal operations.

Production timing directly impacts customer experience through product availability, freshness, and service efficiency. Bakers who understand timing's customer impact are more motivated to maintain schedules and communicate potential delays effectively.