Job Description

Mad Nice Coffee delivers the modern coffee experience by reinventing everyday rituals—one stupid good coffee, one hand-rolled sourdough bagel at a time. We’re more than a coffee shop; we’re a cultural touchstone: a beloved daily habit, a hub for creativity and connection, and a beacon of thoughtful hospitality. 

The Mad Nice Coffee Manager will oversee daily operations of this fast-paced, high-design café concept. This is a hands-on, full-spectrum management role with a strong hospitality ethos.

This leader combines a strong business acumen with the product and quality obsession of a chef—ensuring best-in-class service, top-tier coffee and food, immaculate visual merchandising, and a team-first culture.

At Heirloom Hospitality Group, our purpose is “Cultivating Relationships & Experiences through the fanatic pursuit of Enlightened Hospitality.” We are dedicated to creating an environment that promotes creativity, passion, and a genuine sense of community. 

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

These values drive our pursuit of excellence and form the foundation of our work culture.

Qualifications

• Customer Service Experience: Providing top-notch, personalized service with a goal of driving guest loyalty
• Communication Skills: Effective verbal and written communication with experience tailoring our communication to a variety of audiences. 
• Sales Skills: Strong persuasion, negotiation, and closing skills tailored to a discerning clientele. 
• Taste & Aesthetics: An eye for quality, elegance, and an appreciation for the finer things. Ability to help make recommendations from our curated selection. 
• Professional Presentation: Maintaining a polished appearance, demeanor, and etiquette consistent with a luxury brand image. 
• Adaptability: Ability to cater to a diverse client’s needs and preferences while thinking outside the box and being willing to make quick decisions that respect brand operating standards and our guests’ preferences. 
• Patience: Understanding that luxury sales might involve longer decision-making processes. 
• Digital Proficiency: Familiarity with e-commerce platforms, social media and how to engage in online sales and order management. 
• Teamwork: Demonstrated ability to work collaboratively with cross-functional teams. 
• Local Market Awareness: Familiarity with the local culture and consumer trends, ability to provide feedback on these insights to drive sales strategies and/or product recommendations. 
• Café Culture Experience: 
• A respect and understanding for the art of brewing coffee and tea, whether it’s the meticulousness of a pour-over or the skills required to create latte art. 
• The ability to discern between different types of coffees, preparation methods, and be up to date with the latest trends in coffee culture. 
• Café culture is not just about coffee, it’s about ambiance. You must have the ability to blend décor, music, lighting and overall environment. 
• Take Away Food Experience
• Experience and understanding the intricacies of preparing, packaging, and selling food items specifically for guests to enjoy off-site. 
• Experience in high volume managing the timing and delivery of take-home orders to guests during peak business hours. 
• Demonstrated attention to detail ensuring all orders and checked and re-checked for accuracy.

• Coffee beverage preparation including espresso-based drinks both with and without alcohol including specialty lattes. 
• Food safety monitoring, including prepping and serving products in accordance with the Michigan Food Code.
• Opening & Closing duties including but not limited to stocking, orders, inventory, end of shift cleaning and pre-shift stocking to par levels and preparing for service. 
• Ordering inventory from multiple vendors and suppliers along with coordinating with Heirloom direct reports on certain hand selected items.
• Develop and maintain relationships with regular guests, ensuring their preferences are logged and recognized during subsequent visits. 
• Handing and resolving consumer complaints or concerns in a professional manner and in accordance with Heirloom SOPs. 
• Cash handling and operating point of sale system accounting for all products sold. 
• Pre-post shift log notes, completing close financial, nightly reporting and monthly inventory.
• Managing digital ordering platform for Take-Home orders being placed and picked up by guests or third parties.
• Coordinating with Heirloom Event Manager and Mad Nice Management Team on special events and buyouts impacting Mad Nice Goods. 
• Continued Education for Mad Nice Coffee team members on all things coffee and café culture.
• Assisting with display setup and merchandising of retail items. 
• Engaging in marketing or promotional activities such as special offers or holiday activations.
• Stocking perishable products and providing on-the-fly inventory levels to culinary teams.

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