gelato service operations manager/ service and operations manager

Anita Gelato is a world-renowned gelato brand celebrated for its artisan craftsmanship, indulgent flavours, and innovative creations. Each Anita Gelato store operates a unique dual-service model combining retail hospitality operations with specialized on-site gelato preparation facilities. This integrated approach ensures customers receive the freshest premium gelato experience while witnessing the artisan craft process.

Each store functions as a specialized hospitality venue where customer experience is enhanced through the visual and sensory connection to fresh gelato preparation. The gelato preparation area operates as an open kitchen concept, allowing customers to observe the artisan process while maintaining premium service delivery standards.

The store's hospitality service model requires seamless coordination between front-of-house retail operations and back-of-house gelato preparation services to deliver an integrated premium customer experience. This specialized hospitality approach differentiates Anita Gelato from standard retail food service operations.

Now recruiting for our Melbourne shop, we seek a full-time Gelato Service Operations Manager who will be responsible for the following:

Specialised Hospitality Service Management:

· Managing specialized gelato preparation operations to support premium customer service delivery and enhance overall hospitality experience

· Coordinating closely with the Retail Manager to ensure seamless integration between preparation services and customer-facing operations

· Overseeing customer experience enhancement through visual presentation of artisan gelato preparation processes

· Managing service timing and preparation schedules to minimize customer wait times and optimize service flow

Customer Service Delivery Oversight:

· Ensuring gelato preparation operations support premium hospitality service standards and customer satisfaction objectives

· Managing quality consistency to meet customer expectations for premium gelato service experiences

· Coordinating with retail operations to fulfill custom customer orders, specialty requests, and seasonal menu offerings

· Implementing customer feedback into service improvement initiatives for preparation operations

Specialised Retail Support Management:

· Managing inventory levels and preparation schedules to support retail sales targets and promotional activities

· Coordinating preparation operations with retail team to manage peak service periods, special events, and customer demand fluctuations

· Overseeing product presentation standards to enhance retail display appeal and customer purchasing decisions

· Supporting retail promotional activities through specialized preparation of featured products and seasonal offerings

Service Operations Coordinator:

· Managing gelato makers and preparation area as an integral part of the customer hospitality experience, ensuring visual appeal and cleanliness standards

· Coordinating gelato maker activities with retail operations to maintain consistent customer experience across all service touchpoints

· Managing gelato maker workflow and craft execution to support efficient customer service during peak hospitality periods

· Implementing service recovery procedures when gelato maker activities or preparation timing impact customer service delivery

· Supervising gelato makers in maintaining equipment and workspace presentation standards that enhance overall store hospitality ambiance

Hospitality Team Management:

· Supervising preparation team performance to ensure service standards align with overall hospitality objectives

· Training preparation staff in customer service awareness, hygiene standards, and presentation techniques that enhance customer experience

· Managing team scheduling and task allocation to support optimal hospitality service delivery

· Conducting performance evaluations focused on service quality, customer impact, and team collaboration

Specialised Compliance & Standards:

· Ensuring preparation operations comply with hospitality service standards, food safety regulations, and customer health requirements

· Managing documentation and record-keeping systems that support overall store service quality assurance

· Implementing hygiene and safety protocols that maintain customer confidence and regulatory compliance

· Monitoring preparation area presentation standards to enhance overall store hospitality ambiance

Business Development Support:

· Analyzing customer preferences and service data to recommend menu developments and service improvements

· Contributing to store management meetings regarding service optimization, customer satisfaction, and operational efficiency

· Supporting business growth initiatives through preparation capacity planning and service enhancement strategies

· Collaborating with retail management on customer retention strategies and service differentiation opportunities

REQUIRED SKILLS AND EXPERIENCE

· A level of skill commensurate with an AQF Associate Degree, Advanced Diploma or Diploma in Hospitality Management, Business Management, Food Service Management, or related field and at least 1 year of relevant experience in specialised hospitality or food service operations OR

· At least 3 years of relevant experience in specialized hospitality, premium food service, or retail food operations in lieu of formal qualifications

Essential Specialized Knowledge:

· Understanding of premium hospitality service standards and customer experience management

· Experience in coordinating preparation operations with retail/customer service delivery

· Knowledge of food safety, hygiene, and hospitality compliance requirements

· Proven ability to manage service operations that directly impact customer satisfaction

· Strong communication and coordination skills for working with retail management teams

· Experience in hospitality team leadership and service quality management

Job Type: Full-time

Pay: $76,500.00 – $80,000.00 per year

Work Location: In person