oversee and lead the Burlington Scoop Shop flagship operations, including daily operations, communications, payroll and staffing in addition to supervising the Vermont Catering operations
supervise the VT Catering Manager and Assistant Managers, participating in 1:1 conversations, growth & development, and corporate performance plans
provide leadership amongst all hourly staff, including 50 part-time employees
oversee and ensure the hiring and orientation of all shop staff, including the onboarding process
administer the Collective Bargaining Agreement between Ben & Jerry’s and Scoopers United, the union representing the shop staff including frequent communications, monthly meetings and negotiations
provide effective and ongoing coaching and feedback to direct reports and all working hourly staff
work with Hospitality General Manager to prepare and oversee departmental budget and finance reporting, including the generation of profit/loss statements for forecasting purposes
work with Hospitality General Manager to plan and implement store marketing plan with an emphasis on marketing the store to drive top line sales & increase brand awareness
proactively identify and resolve problems from customers and staff members that affect all shop operations
work closely with corporate retail operations on new products and messaging that can enhance the flagship experience
oversee the scheduling of all staff, providing advanced notice and communication to safely staff all operations
partner with our retail operations and Scoop University team to ensure flagship operations adhere to corporate operation guidelines
work with Assistant Managers to develop and implement training and orientation for all employees with a strong emphasis on providing excellent customer service experiences
oversee the daily financials for all Hospitality operations including cash management, bank procedures, ordering, inventory, register accuracy, preparation of sales and inventory reports and analyses to enhance business operations
accountable for maintaining the accuracy of daily cashing in and out of all registers and cashiers, sales to cash reconciliation, and daily sales summary reports for each department
participate in store planning and development meetings with the General Manager, department managers, and attending other company meetings and activities to keep informed about the objectives of the Brand
manage the inventory ordering process which includes ordering, receiving, storage, and logging of all inventory items
maintain and track all invoices for reporting needs
participate in store planning and development meetings with the Flagship Store Managers and attending other company meetings and activities to keep informed about the objectives of the Brand
potential opportunities to work on special projects as assigned by the Retail Operations and Brand Experience teams
participate in first aid and emergency response for flagship operations, with the ability to serve as the onsite manager for all emergency situations
actively support company safety goals by ensuring consistent safe work behaviors

Requirements

6+ years’ experience in hospitality industry or customer service
additional experience supervising staff in a retail or food service environment
flexible work hours including nights, weekends, and holidays
experience in high volume, fast paced retail environment
experience managing or working within a unionized workforce
proven ability to lead people through motivation, development, and inspiration
strong accounting/finance experience and understanding
excellent communication, interpersonal and decision-making skills
experience in handling customer complaints and providing effective guest service recovery
strong follow-through, organization, and time management skills
strong project management skills and problem-solving ability
ability to handle stressful situations calmly and react in emergency situations
self-motivated, autonomous, proactive, and responsive disposition to anticipate and fulfill customer and staff needs
computer proficiency, esp. Excel, Word, Outlook, Sales Force
valid driver’s license

Benefits

health insurance (including prescription drug, dental, and vision coverage)
retirement savings benefits
life insurance and disability benefits
parental leave
sick leave
paid vacation and holidays
access to numerous voluntary benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills

budget managementcash managementinventory managementprofit/loss analysiscustomer service recoveryproject managementstaff supervisionunion negotiationsfinancial reportingsales forecasting

Soft skills

leadershipcommunicationinterpersonal skillsdecision-makingproblem-solvingorganizationtime managementmotivationdevelopmentself-motivation

Certifications

valid driver’s license