Retail Operations Manager

2 weeks ago

Fort Lauderdale Florida, United States Hard Rock Cafe Full time
Job Summary

The Retail Operations Manager is responsible for overseeing the day-to-day operations of the Rock Shop, ensuring exceptional guest satisfaction, and contributing to the business growth and profitability. This role reports directly to the Retail Manager and is based in a Cafe.

Key Responsibilities
  • Greets employees as they begin their shift to promote a positive atmosphere.
  • Provides employees with verbal recognition, direction, and support to motivate them daily.
  • Communicates with employees to keep them informed about restaurant, regional, and corporate procedures.
  • Trains and empowers employees to exercise good judgment to make decisions regarding guest service satisfaction.
  • Monitors and coaches employees on performance, compliance with procedures, and workload.
  • Uses the daily retail R.A.P. Sheet to communicate goals and emerging business trends.
  • Informs management of employees who fail to meet standards to maintain a high-quality workforce.
  • Ensures employees follow safety, sanitation, and security procedures.
  • Prepares retail staff for shift via Soundcheck and ensures the Rock Shop is ready to open and run successfully according to standards.
  • Schedules breaks and zone assignments for Retail employees during the shift.
  • Creates and modifies the weekly work schedule to accommodate employees, volume, or other emerging trends.
Sales and Profits
  • Opens and closes the retail store.
  • Completes Opening and/or Closing Checklists.
  • Balances staffing levels to achieve a cost-effective plan for running the Rock Shop.
  • Evaluates the condition of fixtures and physical characteristics of the Rock Shop via BPE.
  • Fixes minor equipment problems or calls for maintenance assistance when necessary.
  • Inspects product levels and storage areas to determine if enough product is on-hand and to maintain proper storage.
  • Organizes visual merchandise displays to increase foot traffic and sales.
  • Observes employees while they stock, assist guests, ring up sales, etc., to ensure adherence to policy and positive guest experience.
  • Evaluates staff via the usage of RSA scorecard.
  • Assists management with and helps prepare for retail inventory (when applicable).
  • Conducts retail product Pull Lists to fill in back stock.
  • Double-checks RSA banks and deposits at checkouts before manager validates and enters into safe.
  • Ensures that staff is filling out the R.A.P. Sheet upon completion of their shift.
  • Reviews retail employee S.O.A.P. reports and other information regarding sales performance.
  • Monitors employees' behavior and checks retail count balances to keep honest employees honest.
Leadership
  • Self-Accountability
  • Innovation
  • Practices honesty, integrity, and professionalism at all times
  • Problem Solving
  • Modeling
  • Strategic Thinking
  • Communication
  • Coaching and Development
  • Impacting and Influencing
  • Encourages EVERYONE to maximize their potential
Qualifications
  • 3-5 years of supervisor experience
  • Knowledge of inventory, P&L, and key holder experience
  • Two (2) years of high-volume supervisor experience
  • GED or High School degree preferred
  • Proficiency communicating (speaking, reading, and writing) in English, bilingual preferred
  • Ability to work a flexible schedule to meet the needs of the business
Skills
  • Strong leadership and interpersonal skills
  • Can illustrate consultative skills and ability to work cross-functionally
  • Exhibits excellent verbal and written communication
  • Demonstrates strong problem-solving and analytical skills through ability to diagnose and develop recommended solutions
Physical Demands
  • Ability to move throughout the corporate office and cafes during visits (standing, walking, kneeling, bending) for extended periods
  • Ability to sit for extended periods
  • Ability to make repeating movements of the arms, hands, and fingers
  • Ability to express or exchange ideas verbally and perceive sound by hearing
  • Manual dexterity, hand-eye coordination, and ability to work with hand above shoulders
  • Ability to occasionally, regularly, frequently move objects (lift, push, pull, balance, carry) up to 10 pounds
  • Ability to turn or twist body parts in a circular motion
  • Ability to tolerate exposure to heat, cold, chemicals, and loud/noisy environments
  • Ability to travel via auto or airplane for long periods of time

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