Job description

Cold Stone Creamery (Woodmore Town Center)

JOB TITLE: Assistant Store Manager

Job Summary: The Assistant Store Manager is responsible for ensuring that every customer gets “The Ultimate Ice Cream Experience” from every crew member through friendly, fast and efficient service. The Store Leader is responsible for maintaining operational efficiency and enforcing brand and company standards through proper presentation of the store, the uniform, and the product; proper portioning and procedure; effective hiring, onboarding, and training; and improving customer service and speed of service. The Assistant Store Manager is expected to act with passion and integrity, while maintaining the best interests of the brand and company.

Job Responsibilities:

• Create a culture of hospitality that inspires the team to take care of each other, uphold product quality standards, actively control spoilage and costs, and foster an environment of trust, honesty, and integrity.
• Instill discipline in crew and ensure that all store policies are adhered to; including but not limited to wearing crew uniforms, attending assigned shifts on time, maintaining operational baselines for efficiency and customer service; proactively providing notes on these to the franchisee.
• Ensure crew members have the skills they need to succeed and keeping the shop at peak operational occupancy.
• Position employees and delegate tasks to create a fun experience for customers through exceptional and prompt customer service, the highest quality products, and a clean and tidy store environment.
• Properly monitor and enforce crew member checklists and ensure that opening and closing procedures are adhered to; implement frequent usage of the QSCE Handbook to ensure the store is compliant with brand standards.
• Assist with high-level monitoring of inventory counts and excess giveaways (re-makes, VCDs, etc.); working with the franchisee to address these issues and identify solutions to avoid repetitive issues in the future.
• Follow proper cash handling procedures; balance registers and safe; ensure money is handled in a safe manner.
• Assist in conducting interviews and hiring qualified staff members, forecasting need and timeline for new crew in advance of seasonal hiring periods; Assist with new (and existing) employee training by development, implementation, and revision of a rigorous training program and positively reinforcing successful performance while providing respectful and encouraging coaching as needed.
• Conduct performance evaluations of employees through standard evaluation intervals; Provide feedback on employees to Franchisee and Company officers on a rolling basis and recommend individuals that are capable of advancement and individuals that may need further skills development.
• Provide staff coaching, disciplinary notices, and termination when necessary and maintaining diligent documentation and reporting of incidents that violate brand and company policy.
• Work with staff continuously to ensure recipes are followed properly to ensure a consistent product and manage cost control. Monitor over-portioning and over-mixing and address issues if they are found.
• Prepare and organize staff meetings, shift leader meetings, and 1-on-1’s; maintain an open line of communication and ensure staff members are actively engaged and following directives.
• Make suggestions for improvements to the store and overall operations with an emphasis on increased customer satisfaction and higher revenues while minimizing cost increases.
• Work closely with Company officers to propose, implement, and assess success of marketing and promotions.
• Assist Company officers in creation and development of a successful catering and fundraising program.
• Handling and responding to customer complaints and assisting with operational issues as they arise.
• Actively participate in store operations during peak hours, and as needed.

Performance Standards:

• Assist in enforcing sales goals and other relevant metrics (i.e. Mix-in %, Waffle %, Signature Creations, Love-it and Gotta-Have-It sales, etc), and identify crew members that may need further training and coaching.
• Improve customer satisfaction and service as measured through brand complaints, as well as through online review pages (Yelp, Google Maps, Facebook, TripAdvisor).
• Increase employee satisfaction and retention through contests, activities, and promotions.

Job Type: Full-time

Benefits:

• Flexible schedule
• Paid training

Experience level:

• 4 years

Shift:

• 8 hour shift
• Day shift
• Evening shift

Weekly day range:

• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• Glenarden, MD 20706: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Our shift scheduling is between 9 AM to 11 PM, Monday through Sunday.

Are there any days/times during the week where you would be unavailable to work or would have a conflict in shift scheduling (for example, cannot work at all on Tuesdays, cannot work on Thursdays from 4 PM to 10 PM, etc)?

• We utilize virtual interviews for our first-round interviews. For a candidate to be considered, they MUST complete the virtual interview that will be sent to the email and/or phone number on file with Indeed. Please acknowledge here that you will complete this virtual interview within 72 hours of receiving the link to be considered for the position, should you be selected to move forward.

Experience:

• Food service management: 4 years (Preferred)

License/Certification:

• ServSafe (Preferred)

Work Location: One location

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