Bald Head Coffee Co. + Market Manager

Job Summary

This job contributes to the Cliff House success by leading a team to create and maintain the Cliff House experience for our customers. The Bald Head Coffee Co. Market manager is required to regularly and customarily exercise discretion in managing the overall operation of the operation. In particular a majority of time is spent supervising and directing the workforce making staffing decisions (i.e. hiring training evaluating disciplining discharging staffing and scheduling) ensuring customer satisfaction and product quality managing the stores financial performance and managing safety and security within the store. The incumbent is responsible for modeling and acting in accordance with the Cliff House guiding principles.

Responsibilities

• Leadership

  • Setting goals for the work staff developing organizational capability and modeling how we work together:

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

  • Displays a customer comes first attitude by training and holding staff accountable for delivering legendary customer service.

  • Drives the implementation of Cliff House programs by developing action plans and directly motivating and instructing the store team to implement them to meet operational and organizational objectives.

  • Manages with integrity honesty and knowledge that promote the culture values and mission of the Cliff House.

  • Plans identifies communicates and delegates appropriate responsibilities and practices to store partners to ensure smooth flow of operations.

  • Provides coaching and direction to the BHCC team to take action and to achieve operational goals. Constantly reviews store environment and key business indicators to identify problems concerns and opportunities for improvement to provide coaching and direction to the store team to achieve operational goals.

• Planning and Execution

  • Developing strategic and operational plans for the work group managing execution and measuring results:

  • Monitors and manages store staffing levels to ensure partner development and talent acquisition to achieve and maintain store operational requirements.

  • Utilizes existing tools to identify and prioritize communications and regularly uses discretion to filter communications to the store team. Communicates clearly concisely and accurately in order to ensure effective store operations.

• Business Requirements

  • Providing functional expertise and executing functional responsibilities:

  • Solicits customer feedback to understand customer needs and the needs of the local community.

  • Uses all operational tools to plan for and achieve operational excellence in BHCC. Tools include Automated Labor Scheduling Forecasting weekly and monthly rev$ in MASH Monthly Status.

  • Report Monthly Business Review with the DOFB cash management and inventory management.

• Partner Development & Team Building

  • Providing partners with coaching feedback and developmental opportunities and building effective teams.

  • Actively manages BHCC staff by regularly conducting performance assessments providingfeedback and setting challenging goals to improve staff performance.

  • Manages ongoing staff performance using performance management tools to support organizational objectives.

  • Challenges and inspires staff to achieve business results.

  • Interdepartmental working relationships between Rooms Front office engineering S&M F&B FOH culinary and shipping/receiving.

  • Challenges and inspires team members to achieve business results.

  • Develops and maintains positive relationships with staff in the district by understanding and addressing individual motivation needs and concerns.

  • Ensures staff adhere to legal and operational compliance requirements.

  • Ensures team members adhere to legal and operational compliance requirements.

  • Recognizes and reinforces individual and team accomplishments by using existing organizational tools and programs as well as by finding new creative and effective methods of recognition.

  • Utilizes and demonstrates effective management principles and practices to create and maintain a successful store team resulting in an environment where staff are valued and respected.

Qualifications

• Progressively responsible coffee shop and retail experience 35 years

• Supervision 5 year

• Core Competencies:

• Puts the customer first: Has a relentless focus on the customer. Understands what the customer wants and how to best deliver the experience.

• Works well with others: Listens and communicates well with others within and outside of the Cliff House. Creates a team environment that is positive and productive.

• Leads courageously: Takes personal responsibility to do the right thing and persists in times of challenge or uncertainty. Adapts quickly to change and makes timely thoughtful decisions.

• Develops continuously: Continuously seek opportunities to improve self and others. Leads with trust honesty and commitment to hire coach and develop partners to achieve their potential.

• Achieves results Understands what drives overall business success and is accountable to prioritize and deliver quality results. Demonstrates knowledge of core products and processes to get results. Anticipates obstacles and takes action to prevent or minimize their impact.

• ServeSafe & TIPS trained

• Customer service experience in a retail or restaurant environment 3 year

• Experience analyzing financial reports Required Knowledge Skills and Abilities

• Demonstrated experience at building community relationships

• Ability to communicate clearly and concisely both orally and in writing

• Ability to manage store operations independently

• Ability to manage effectively in a fastpaced environment

• Ability to manage multiple situations simultaneously

• Ability to manage resources to ensure that established service levels are always achieved

• Interpersonal skills

• Knowledge of customer service techniques

• Knowledge of supervisory practices and procedures

• Organization and planning skills

• Strong operational skills in a customerservice environment

• Strong problemsolving skills

• Teambuilding skills

• Strong leadership skills with the ability to coach and mentor others

• Ability to plan and prioritize workload

• Ability to handle confidential and sensitive information

Needed Attributes

Employees must fulfill their performance standards for this position and comply with policies rules and procedures of the Hotel including those set out in the Employee Handbook or otherwise communicated (verbally or in writing) to employees. The job description is intended to describe the general nature and work responsibilities of the position. This job description and duties of this position are subject to change modification and addition as deemed necessary by the Hotel. Employees are required to comply with supervisory instructions and perform other job duties responsibilities and assignments requested by supervisors managers or other Hotel Officials.

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws.