Assistant Guest Experience and Operations Manager

Job Description
Assistant General Manager
Company/Location: CM Ventures Inc, DBA Kilwins
Reports to: General Manager
JOB SUMMARY
The
Assistant General Manager
is responsible for delivery of the Kilwins experiential culture,
store
conditions and
operation of the store.

This position requires leadership skills and
experience in retail or
hospitality operations. They must have a clear understanding of the
store’s business goals and monitor,
analyze and report on results as directed by the General
Manager. They will spend 90% of their time on
the sales floor driving sales, while helping
manage labor, overhead and food costs.

They must have a
clear understanding of all Kilwins
retail systems and how these systems deliver the Kilwins operating
model. Responsibilities include delivering a caring Kilwins experience to customers, employee
supervision, training and development, store merchandising, quality control and continuous
improvement.
ESSENTIAL FUNCTIONS
1.

Provide integrity, honesty, and knowledge
that promotes the culture, values and purpose of
Kilwins Brand.
2. Works with the store owners to ensure the Kilwins proven model is followed to
increase sales and profitability.
3. Upholds alignment of all training systems with Kilwins brand standards and
expectations for
franchise stores.
4.

Able to serve in the General Manager capacity in his or her absence.
5. Must have a thorough knowledge and understanding of all aspects of Kilwins retail operations
and the ability to train and perform in all areas.
6. Ability to build the strength and knowledge of the team through cross training and effective
feedback and follow-up.
7.

Ability to manage store operations independently and cover entire shifts as needed.
8. Must be able to travel to and work in stores during the busiest time on a daily and weekly
basis
including days, evenings, nights, weekends, holidays. This is a retail sales position not an office
role.
9.

Ability to understand all aspects of the online store operations and assist if needed. The
majority
of time is spent leading the team, ensuring the brand promise is delivered through
direct
customer interaction.
10. Displays a positive mental attitude and example by behavior for the store team.
11.

Provides coaching direction and takes action to achieve operational goals.
12. Constantly reviews store environment and key performance indicators to identify problems,
concerns, and opportunities for improvement.
13. An energetic personality who enjoys the retail environment and creating a fun and exciting
store
environment for everyone.
14.

Assists General Manager in fulfilling customer satisfaction, employee supervision,
scheduling,
merchandising, quality control, and training to our brand standards.
15. Displays a
“Customer Comes First”
attitude by training and holding people accountable for
delivering exceptional customer service.
16.

Assists in maintaining adequately trained staff levels and adherence to applicable wage and
hour laws.
KNOWLEDGE, SKILLS, AND ABILITIES
1. Leadership skills, with the ability to coach and mentor others
2. Customer service oriented with a great personality and demeanor
3. Ability to multi-task and meet deadlines
4.

Effectively manage conflict
5. Manage store operations independently
6. Knowledge of and ability to use all online and support systems
7. Organizational and planning skills
8. Problem-solving skills
9. Team-building skills
10.

Ability to handle confidential and sensitive information
11. Knowledge of proper food handling and sanitation procedures
12. Ability to manage and follow established documentation system
13. Must have exceptional written and verbal communication skills in the English language
of
time is spent leading the team, ensuring the brand promise is delivered through direct
customer interaction.
14.

Assists General Manager in fulfilling customer satisfaction, employee supervision,
scheduling,
merchandising, quality control, and training to our brand standards.
15. Displays a
“Customer Comes First”
attitude by training and holding people accountable for
delivering exceptional customer service.
16.

Assists in maintaining adequately trained staff levels and adherence to applicable wage and
hour laws.
PHYSICAL REQUIREMENTS/WORK ENVIRONMENT
1. Must be able to occasionally lift 50 pounds
2. Must be able to stand for long periods of time in retail store or training environment
3. Must be able to travel by aircraft and drive an automobile and have a valid driver’s license
EDUCATION AND EXPERIENCE
1.

Must have leadership skills
2. Previous sales and retail management experience
3. Proficient in Microsoft tools such as Outlook, Excel and Word
4. Previous franchising experience preferred
5. College degree preferred
OTHER DUTIES
Please note this job description is not intended to cover a comprehensive listing of all activities,
duties
or responsibilities that are required of the employee for this job.

Individuals may perform
other duties
as assigned including working in other areas to cover absences or to equalize peak
work periods or
otherwise balance the workload.