Counter Service

Maman - Counter Service Job Description

maman is a french bakery, café and leading lifestyle brand founded in 2014 by owners elisa marshall & benjamin sormonte, with locations across north america and canada. inspired by family traditions, and the highest quality ingredients, maman offers a selection of delicious baked goods {including their famous nutty chocolate chip cookie}, coffee, fresh breakfast, and lunch options spanning from hearty salads & sandwiches to savory quiches. in addition to hosting intimate events, maman has partnered with leading brands for partnerships and activations. from baby showers and birthday parties to engagements, we’re able to help celebrate customers & make new beautiful memories. in september 2021, maman founders elisa marshall & benjamin sormonte released the highly anticipated maman: the cookbook.

our ideal candidate is passionate about food, beverages, and excellent customer service. you thrive in a fast-paced environment and take pride in delivering outstanding service. You are positive, collaborative, and guest-focused, with a strong attention to detail and a willingness to support the team wherever needed.

Position Summary

The Counter Server is the first point of contact for guests and plays a critical role in delivering exceptional hospitality. This position is responsible for maintaining an inviting counter and pastry display, providing warm and efficient service, and fostering meaningful connections with guests. The Counter Server supports daily operations by adhering to service standards, maintaining cleanliness and safety, and collaborating with the team to ensure an excellent guest experience.

Essential Responsibilities

Guest Experience & Hospitality

• Serve as a welcoming and knowledgeable first point of contact of maman, creating a positive and memorable experience for every guest.
  

• Accurately and efficiently operate the point-of-sale (POS) system, including proper cash handling, to process orders and payments while ensuring order accuracy and a smooth guest experience.
  

• Follow all steps of service (Smile, Engage, Name, Thank You) in every guest interaction.
  

• Build rapport with returning guests and foster relationships with regulars through thoughtful, personalized service and providing updates on seasonal specials and menu changes.
  

• Communicate menu offerings clearly, including ingredients and allergy-related information, to support informed guest choices.
  

• Anticipate guest needs and provide proactive, attentive service.
  

• Address guest concerns professionally and courteously, escalating issues to the leader on shift when necessary.

Service & Operations

• Take full ownership of the counter area, pastry display and retail products, ensuring they are clean, organized, well-stocked, and visually appealing at all times.

• Accurately process orders and payments while maintaining efficiency during high-volume periods.

• Ensure accuracy and proper packaging for third-party delivery (3PD) and catering orders, including timely dispatch.

• Communicate offerings clearly, with thorough menu knowledge including ingredients and allergy-related information, to support informed guest choices.

• Follow established steps of service and operational procedures to ensure consistency and quality.

• Support baristas and other front-of-house team members during peak times, including runner duties, pulling shots, and assisting with inventory tasks as needed.

Cleanliness & Maintenance

• Maintain a clean and sanitary work environment in accordance with company standards and Department of Health regulations.
  

• Complete opening and closing tasks as assigned, including FIFO practices, sani bucket changeovers, DOH checks, and end of day email correspondence.
  

• Support daily, weekly, and monthly deep-cleaning tasks as assigned.
  

• Promptly report safety hazards, equipment issues, or maintenance needs to the leader on shift.

Team Support

• Work collaboratively with FOH and BOH teams to maintain smooth service and high standards.
  

• Demonstrate flexibility by assisting in multiple roles as business needs require.
  

• Maintain a positive, professional demeanor at all times, even in fast-paced or high-pressure situations.

• Perform additional tasks and ad hoc projects as assigned to support daily operations.

Qualifications

Required:

• Previous customer service or hospitality experience with the ability to learn and retain menu items, ingredients, and allergy-related information.
  

• Strong interpersonal and communication skills with a guest-first mindset.
  

• Ability to multitask and stay organized in a fast-paced environment.
  

• A positive, team-oriented attitude and willingness to support others.
  

• Availability to work a flexible schedule, including weekends, holidays, and special events based on business needs
  

• Ability to stand for extended periods and perform light physical tasks related to the role, including being able to lift up to 25 lbs.
  

• Previous POS and cash handling experience.
  

• Ability to multitask and stay organized in a fast-paced environment.

Preferred:

• Experience in a high-volume restaurant, café or fast-casual dining environment

• A proactive mindset with the ability to anticipate guest and team needs.

• A positive attitude, strong sense of humor, and ability to contribute to a fun, team-oriented culture.

• Passion for hospitality and a sweet tooth for cookies is a plus.

• Attention to detail and a strong sense of ownership over the guest experience.

What We Offer

At maman, we’re proud to provide a supportive and people-first environment where team members can thrive and grow. Some benefits offered:

• A collaborative culture that values teamwork, initiative, and continuous improvement.

• Competitive pay and growth opportunities within a fast-growing brand.

• Comprehensive healthcare options and commuter benefits.

• Ongoing professional development, training, and opportunities for internal mobility.

• Sweet perks cookies, coffee, and in-store discounts.

• A company culture where we roll up our sleeves, support one another, and celebrate shared success.