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Retail Store Manager

2 months ago

Blacks Ford, United States Kilwins Beachwalk, St Johns Full time
Job DescriptionJob Description

Reports to: Franchise Owner

Supervises: All Staff; waffle makers, ambassadors, production, clerks & supervisors.

JOB SUMMARY

The store manager is required to regularly and customarily exercise discretion in managing the overall operation of the store. Majority of time will be serving customers. Significant time is spent supervising and directing the workforce and making staffing decisions. The manager is expected to operate in the system to keep labor, overhead and food costs down promoting sales. Responsible for customer satisfaction, employee supervision/scheduling, merchandising, quality control, training and retraining. All staff including all management and owners are face to face with customers.

Working weekends and many nights until 11:30pm is mandatory. Average work week is 40-50 hours on your feet.

ESSENTIAL FUNCTIONS

1. Leadership – setting goals for the work group and modeling how we work together.

2. Demonstrates a calm demeanor during periods of high volume or unusual events and manages smooth transitions thereafter to keep store operating to standard and to set a positive example for the store team.

3. Displays a “Customer Comes First” attitude by serving customers and training and holding co-workers accountable for delivering exceptional customer service.

4. Responsible for overall store atmosphere and appearance.

5. Manages with integrity, honesty and knowledge that promotes the culture, values and mission of Kilwins.

6. Plans, identifies, communicates, and delegates appropriate responsibilities and practices to co-workers to ensure smooth flow of operations.

7. Constantly reviews store environment to provide coaching and direction to the store team to achieve exceptional customer service.

8. Ensures adherence to applicable wage and hour laws for nonexempt co-workers and minors.

9. Actively manages co-workers by regularly conducting job assessment, performance reviews, providing feedback, and setting challenging goals.

12. Trains and re-trains staff whenever necessary and uses online training systems.

13. Quality control.

14. Banking/deposits.

15. Hiring/firing.

ADDITIONAL RESPONSIBILITY

1. Greets and waits on customers.

2. Track employee progress.

3. Answers customer questions and makes sales suggestions.

4. Answers the phone and takes phone orders.

5. Restock and set up displays, merchandising.

6. General cleaning: dust, sweep, mop, wash windows, take out trash.

7. Runs cash register, weighs, and prices.

8. Pack boxes and baskets.

9. Prepares/makes waffle cones.

10. Make products.

11. Puts away, rotate stock (ability to climb ladder to access storage room above retail store).

12. Changes/updates signage.

13. Merchandising.

KNOWLEDGE, SKILLS AND ABILITY

1. Must be customer service oriented with a good personality (smile) and manners.

2. Ability to operate cash registers and count back change.

3. Ability to work well with others, be a good listener and follow as well as give directions.

4. Must be a role model with good work ethics.

5. Ability to work when needed, which includes covering for “no show” employees.

6. Must read and speak English, and have good communication skills.

7. Ability to manage store operations independently.

8. Ability to manage effectively in a fast-paced environment.

9. Ability to manage multiple situations simultaneously.

10. Ability to manage resources to ensure that established service levels are achieved at all times.

11. Interpersonal skills.

12. Demonstration of customer service techniques.

13. Demonstration of supervisory practices and procedures.

14. Organization and planning skills.

15. Strong operational skills in a customer service environment.

16. Strong problem-solving skills.

17. Team-building skills.

18. Ability to communicate clearly and concisely, both orally and in writing.

19. Strong leadership skills, with the ability to coach and mentor others.

20. Must be able to effectively communicate with and direct a staff of 15 plus people.

21. Ability to plan and prioritize workload.

22. Ability to handle confidential and sensitive information.

EDUCATION AND EXPERIENCE

1. Previous sales and management experience.

2. Ability to follow and give directions/instructions during training period.

3. High School or GED

PHYSICAL REQUIRMENTS

1. Must be able to lift 50 pounds.

2. Must be able to stand for long periods of time in retail store environment.

3. Must be able to cook and paddle product for several hours per day.

4. Must be able to scoop ice cream and rotate ice cream tubs (20 lbs) for several hours at a time.

Pay rate (below) includes a base pay and a potential bonus.

 

Company DescriptionSince 1947, Kilwins has been a celebrated part of Americana, having earned a reputation for providing high-quality Chocolates, Ice Cream, and confections combined with excellent service. Our heritage was built on the simple premise of creating our products from the finest ingredients and providing customers with great service.Company DescriptionSince 1947, Kilwins has been a celebrated part of Americana, having earned a reputation for providing high-quality Chocolates, Ice Cream, and confections combined with excellent service. Our heritage was built on the simple premise of creating our products from the finest ingredients and providing customers with great service.