Store Manager
About the job
Job Description
What will you be doing:
- Strategic Leadership: You will be well-versed in every part of store operations, and can seamlessly jump into specific areas for our GEGs, Leads, or ASM as needed. You’ll challenge the team to seek insights from others to optimize operational impact. You maximize profitability by implementing local marketing strategies and increasing store-controllable profit (SCP). You’ll set achievable goals for sales and KPIs for the team while on shift, (including targets for B2Bs, Gift Cards, Food & Bev), while celebrating wins and using positive coaching to meet those goals as a team. You’ll demonstrate the ability to look beyond today's bookings and actively pursue future bookings, ensuring a steady flow of business and sustained growth.
- Deliver an Incredible Guest Experience: You’re driven by a passion for customer service and you’ll build and maintain a guest-centric culture, leading by example at all times. In addition, you will also support guest de-escalation, stepping in to support store staff when needed. You’ll also ensure the store team is well equipped to manage scheduled guest timetables to maintain on-time delivery of experiences.
- Operational & Financial Management: You will keep up to date with all recurring reports, surveys, audits, and checklists. Ensure we keep our facility in top shape for the guests by maintaining cleanliness of our common areas, experience rooms, and all inventoried equipment. You will ensure that schedules and required breaks are provided as per state law and/or company procedures. You’ll proactively manage our day-of labor spend in accordance with pre-booking and unscheduled walk-ins. You’ll maintain clear communication with your District Leader and collaborate seamlessly across departments to fulfill support requirements and promptly deliver requested information.
- Technical Support and Troubleshooting: You will ensure store schematics are meticulously set to meet company standards, ensuring a premium environment for all guests. You conduct thorough hardware/software checks throughout the week, immediately communicating any issues to store staff and Tier 1 Helpdesk respectively. You’ll have an intricate knowledge of our tech such that your staff can reduce store expenses by reasonably rehabilitating low-damage hardware. You lead the store staff through all new software updates and experience launches.
- Store Leadership: You will lead the interview, hiring, and onboarding process for all store staff. You are also proactively identifying coaching opportunities in our Guest Experience Guides and Leads, and will partner with your ASM to deliver coaching and developmental goals. You consistently initiate check-ins with team members starting their shifts, providing a clear outline of the day's goals, and how to achieve success. You’re consistently engaging with team members, offering in-the-moment coaching to keep performance and morale high. You will develop staff so they excel in their current roles and are prepared for growth opportunities. You successfully delegate responsibilities within your leadership team, assigning informal roles to foster a sense of accountability.
Who we are looking for:
- Leadership Experience: Minimum of three (3) years relevant experience as a leader in a retail operations management or hospitality industry.
- Be Egoless: No room for personal agendas here
- Underdog Mindset: We love strong problem solvers who can adapt to change well
- Win Collectively: Positive attitudes are contagious, and we love winning as a team
- Physical Stamina: You will be on their feet for long periods of time. You’ll also occasionally be required to bend, lift up to 40 lbs., and/or walk up stairs.
- Physical Dexterity: For some technical issues, you’ll also need close-distance hand-eye coordination and ability to manipulate basic hand tools (e.g. screwdrivers).
- Business Management Literacy: You should be proficient in “retail math” and business skills, including a working understanding of profit and loss statements and a comfort with data visualization tools (e.g. PowerBI, Tableau).
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