The General Manager is responsible for the overall performance and daily operations of the Walloon Village General Store, with primary accountability for sales, profitability, customer experience, team performance, operational excellence, and brand standards.
ESSENTIAL DUTIES
AND RESPONSIBILITIES
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Develop and implement strategies to improve customer service and experience on an ongoing basis.
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Handles cash, bank deposits and change orders
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Ensures consistent, efficient, pleasant customer experience; resolves any customer service issues, complaints, or requests.
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Continually seeks and identifies methods to increase store sales and profitability; makes recommendations and/or implements changes as appropriate.
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Develops metrics, milestones, and goals for employees; ensures goals are met.
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Collaborate with management team to develop and implement budgets, sales goals, marketing strategies, and promotions.
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Ensures physical maintenance, safety, cleanliness, and attractiveness of all store facilities.
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Develop and/or implement inventory control and security systems.
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Assesses periodic financial reports, evaluating performance against goals and implementing improvements and changes as required.
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Performs other related duties as required.
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Build internal systems and procedures to ensure all necessary operations are repeatable and done to the highest level of quality and efficiency
HR management:
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Hiring and onboarding
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Training
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Scheduling/staffing
- Performance management
- Coaching and development
- Employee engagement
- Corrective action, when appropriate
KNOWLEDGE, SKILLS AND ABILITIES
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Ability to carry out job responsibilities while fully embracing the Walloon Village General Store Core Values
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Stab from the front. We are respectful in the way that we hold one another accountable. No games, no hidden agendas
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Problem solvers. We value smart people who attack problems head-on and with confidence
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Culture is everything. We are authentic and intentional in the way we work and play. Being stodgy has no place here
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Resiliency. We thrive on change and growth. We pivot when we need to and re-group quickly
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Humility reigns. Whether engaging with our teams, customers or partners we approach it with the heart of a servant. We are go-givers that believe in creating space for people to grow
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Exceptional customer service and managerial skills.
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Excellent verbal and written communication skills.
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Excellent organizational and time-management skills.
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Ability to prioritize tasks and to delegate them when appropriate
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Ability to understand, create, and implement a budget.
QUALIFICATIONS
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At least 5 years of supervisory and/or management experience in hospitality or retail.
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At least two years of experience in retail administration, with increasing levels of responsibility required.
- WORK ENVIRONMENT and PHYSICAL DEMANDS
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The work environment and physical demands listed below are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities.
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Work Environment: The noise level in the work environment is usually quiet. Normal office conditions are expected.
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Physical Demands: While performing the duties of the job, the employee is regularly required to sit and stand for extended periods of time. Employee regularly uses hands and fingers to touch, feel, handle. Employee regularly stoops, kneels, bend at the waist, and reaches. Employee is frequently required to speak and hear. Must be able to lift up to 20 pounds on occasion.
How is success in this role measured? - Measured primarily by financial performance of the business.
A Successful General Manager will:
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Create SOP’s and systems to simplify our processes and follow up to verify the processes that are being followed
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Build and maintain an environment of accountability
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Keep team morale high, while holding the team accountable
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Partner with the marketing team to ensure the store is consistently represented on social media through compelling photography, video, promotions, events, products, and other content that supports the store's brand and sales objectives - at least 3 posts per week.
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Delegate and assign appropriate work to the supervisors and managers at the store
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Communicate at a high level to staff, vendors, and other village leaders
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Work to keep the store brand strong, promoting more revenue opportunities
Please sign:
I ____________________understand the roles and responsibilities of the General Manager at the Walloon Village General Store.
General Manager _________________________________________________Date__________________
VP of Food and Beverage___________________________________________Date__________________
