Job Description

Mad Nice Coffee reinvents everyday rituals—one stupid good coffee, one hand-rolled sourdough bagel at a time. We’re a beloved daily habit, a gathering place for creativity and connection, and a space built around thoughtful hospitality.

We’re looking for a hands-on hospitality leader who takes pride in owning every detail of the café. Your primary responsibility is to deliver a consistently excellent guest experience through team development, thoughtful service, and exceptional coffee and food.

This role requires an active presence: teaching at the espresso machine, checking food quality, connecting with guests, and guiding the team through busy service. You’ll own staffing, training, scheduling, inventory, ordering, and culinary and beverage production oversight. Two supervisors will report directly to you, supporting shift leadership and daily execution.

Manage the Daily Operation

• Own inventory, ordering, pars, product rotation, and waste tracking to maintain freshness, availability, and cost control.
• Build schedules that support sales volume, production, training, and service while managing labor responsibly.
• Communicate production forecasts and inventory needs to culinary teams and vendors.
• Maintain opening, closing, cleaning, equipment care, and food safety standards.
• Oversee cash handling, POS accuracy, daily reporting, manager logs, and digital ordering.
• Partner with marketing, events, and corporate leadership on programming that builds guest loyalty and sales.

Lead, Train & Develop the Team

• Build a team that takes pride in its craft, cares for guests, and consistently meets our standards.
• Lead onboarding and ongoing training in coffee preparation, food knowledge, service, and café operations.
• Coach in real time, demonstrate expectations, and provide clear feedback and follow-through.
• Verify consistent execution of recipes and service standards.
• Coach and develop your two direct-report supervisors to lead shifts, reinforce standards, and provide dependable coverage.
• Own hiring, performance conversations, and corrective action in accordance with Heirloom policies.

Own the Guest Experience

• Maintain a visible, engaged presence, anticipating guest needs and guiding the team through peak periods.
• Build relationships with regulars and create a welcoming experience for every guest.
• Ensure thoughtful service, accurate orders, and efficient execution across dine-in, takeaway, and digital ordering.
• Resolve guest concerns promptly and use feedback to improve the operation.
• Own the café’s cleanliness, presentation, displays, music, lighting, and atmosphere.

Drive Coffee & Culinary Consistency

• Uphold standards for food freshness, flavor, portioning, temperature, and presentation.
• Maintain beverage quality through recipe adherence, tasting, equipment calibration, and team coaching.
• Oversee daily preparation and production so the café is ready for service and quality remains consistent throughout the day.
• Address quality issues immediately and collaborate with culinary partners on lasting improvements.
• Coordinate with chefs, the corporate team, and other Mad Nice Coffee locations on recipes, production, product transfers, and availability.
• Execute seasonal menu changes and holiday programming, ensuring costing, ordering, production plans, and training are ready before launch.

• Experience working in a high-volume café or coffee shop, with experience leading a hospitality team.
• Direct experience in food preparation or production, with an understanding of food quality, consistency, and safety.
• Guest-facing service experience and a warm, confident approach to hospitality.
• A demonstrated ability to train, coach, and develop employees.
• Working knowledge of espresso preparation, brewing methods, beverage recipes, and coffee equipment care.
• Experience with scheduling, inventory, ordering, production planning, labor, and waste control.
• Strong organization, clear communication, and reliable follow-through.
• The ability to collaborate while taking ownership of your operation.
• A willingness to work alongside the team and remain composed and decisive during busy service.
• Availability to work at least 40 hours per week, including weekends and holidays as business needs require.

• $22-24 per hour, plus bonus opportunity
• 10 days of paid time off
• Health, Dental, Vision Insurance
• Dining Discounts 

At Heirloom Hospitality Group, our purpose is “Cultivating Relationships & Experiences through the fanatic pursuit of Hospitality.”

We bring that purpose to life through five core values:

• Consistently care about the smallest details.
• Be kind, be happy.
• Own it with pride.
• Willingness to learn and teach.
• Every second counts.

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