The Front of House Manager is responsible for managing a team that develops, implements and continuously improves all quality, training, customer experience programs, cash reconciliation and at times the check-in (camera) department to improve accuracy, and operational initiatives, ensure safety, security, and all State and Local regulatory standards are maintained. This position is accountable for executing initiatives that facilitate the achievement of all hospitality goals at PharmaCann.
Essential Functions/ Responsibilities
- Development of high customer experience standards, to include a customer-oriented culture and industry leading customer engagement through sales training and product knowledge
- Implement a world-class customer service program to drive repeat business through strong local community networking, and customer data capture
- Work closely with GM and other Managers to exceed sales volume and KPI goals
- Work with cross-divisional managers to ensure adequate staffing is scheduled and payroll goals are met
- Comply and audit cash procedures as it pertains to preparing deposits and daily cash reconciliation
- Directly supervise the check-in/camera assigned team to ensure acceptable standards are maintained for the overall safety and upkeep of the dispensary.
- Uphold company standards for merchandise presentation and ensure menu availability is current.
- Deliver results and strategic direction by ensuring day-to-day operations run smoothly through the store team.
- Communicate, work closely, and successfully collaborate with other Managers to achieve the organizations goals.
- Establish and implement operational policies, standards, and procedures for retail staff.
- Assure that staff within all divisions of responsibility have a thorough understanding of our corporate processes, SOPs, and assist with providing education in areas that need to be addressed.
- Partner with the PharmaCann Human Resources team in the following HR functions:
- Interview, recruit and hire to fill gaps in open positions in a timely manner based on store performance and volume
- Train managers and employees in expected customer experience and hospitality standards using appropriate tools such as customer loyalty, customer satisfaction surveys and key KPIs
- Develop and maintain a training calendar and ensure associate onboarding and new hire training is complete
- Ensure continuous training and development with team members through training curriculums that results in consistency across all stores
- Write and deliver team members performance reviews in partnership with GM to determine succession plans, build on members strengths and develop areas for improvement
- Manage the performance, Performance manage and coach, and discipline team members on performance poor performance and violation of company and compliance policies in partnership with GM and HR
- Maintain a highly organized and professional documentation of employee issues
- This role may be required to assist with other duties as assigned as well as in other functions of the operation including but not limited to: call center, inventory, delivery acceptance, outreach, security, delivery, and visual merchandising
- Projects a positive image of the organization to employees, customers, industry, and community
- Embodies the culture, values, and tenets of PharmaCann and full support of our purpose, goal, and key objectives
Competencies and Qualifications
- Minimum 21 years of age (or per state regulations)
- Bachelors Degree in business, operations management, or a related field is preferred
- Store management experience preferred
- Minimum 2 years experience supervising the training, quality, and customer service in retail
- 1 year PharmaCann supervisory experience will be considered in lieu of 2 years supervisory experience
- Minimum 4 years retail experience, including a combination of front end and/or inventory responsibilities
- Skilled in Google and/or Microsoft Office Suite
- Experience with significant P&L responsibility
- Strong knowledge of retail technology platforms and systems
- Must possess strong analytical skills to assess data, facts, and figures used to develop strategies designed to improve the business
- Business Acumen
- Ability to communicate proficiently both verbally and in written format
- Communication Proficiency
- Excellent Time Management
- Detail Oriented
- Sense of Urgency
- Consulting Skills
- Global and Cultural Awareness
- Conduct all interactions with a high ethical standard
- Proven ability leading teams
- Relationship Management
- Performance Management
- Personal Effectiveness/Credibility
- Valid Driver's License and ability to successfully pass a Motor Vehicle background check (where applicable)
- Pass a comprehensive background check that includes a criminal history, and obtain and maintain state agent requirements
Working Conditions/Physical Requirements
This job operates in a professional retail store environment. This role routinely uses standard office equipment such as computers, phones, and photocopiers. This position requires weekends, nights, overtime as needed, holidays, and flexible work availability. May require some travel.
While performing the duties of this job, the employee is regularly required to speak and listen. This employee is frequently required to stand or sit for long periods, walk constantly, use hands or feet, reach with hands and arms, and may be required to lift up to 50 pounds. May be required to work outdoors and/or during inclement weather
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