Bilingual Manager

SQUEAKY CLEAN CAR WASH

FLEX-SERVE SITE MANAGER

JOB DESCRIPTION

PURPOSE

The primary purpose of the Site Manager is to develop and maintain a team of people who deliver car wash services to the customer effectively according to company systems (quality), efficiently according to company standards (speed and safety), and cost-effectively by managing operations (profitability). In addition, the Site Manager is responsible for the appearance and maintenance of all aspects of the site, including upholding values in the organizational identity.

KEY RESULTS

The three key results for a Flex-Serve Site Manager are:

I. Increasing Customer Satisfaction

A. Ensuring a standard for customers while cleaning their vehicles (quality, speed, and safety).

B. Increase the customers' positive feelings by maintaining the facility and employee appearance (cleanliness).

II. Increasing Revenue

A. Increasing car counts (total revenue).

B. Maintaining labor percentages (human resource management).

III. Developing Skills

A. Obtaining full maximization of Cars Per Hour.

B. Increasing the number of tasks performed per person.

C. Decreasing problems with equipment, damages, and complaints.

D. Increasing knowledge of mechanical operations and maintenance.

KEY ACTIVITIES

I. Increasing Customer Satisfaction

A. Working at entrance end to:

1. Train the correct techniques for guiding vehicles.

2. Monitor entrance-end customer service attendants for speed, safety, and adherence to procedures.

3. Monitor and coach customer service attendants for customer service and sales skills.

4. Coach for improvement.

B. Daily Operations:

1. Perform opening procedures, closing procedures, and manager’s checklist correctly and on time.

2. Maintain the functionality and appearance of all tunnel equipment, pump-room equipment, point-of-sale software and hardware, outdoor equipment, landscape, and general property needs.

3. Address all repairs to complete them before the next day’s opening.

4. Ensure that tunnel operations procedures are being followed consistently, correctly, and according to standards.

5. Coach employees for improvement in the above areas.

6. Daily report measuring employee operations, customer satisfaction and sales metrics.

C. Customer Interactions:

1. Handle customer complaints effectively, including damage claims, and resolve incident reports to company standards.

2. Handle routine customer inquiries.

3. Train employees to effectively interact with customers.

D. After Care Management:

1. Direct the placement of vehicles in the After Care (AC) area.

2. Facilitate the next critical vehicle to leave the AC area.

3. Facilitate customers being in a position to enter their vehicle when it’s completed.

4. Ensure that AC procedures are being followed consistently, correctly, and according to time standards.

5. Manage the placement, speed, quality, and breaks of the AC teams.

6. Ensure that the supplies (towels, chemicals, etc.) are maintained.

7. Maximize customer interactions through greetings and sendoffs.

8. Quality check detail services whenever lack of a second manager or low volume allows.

II. Increasing Revenue

A. Human Resource Management:

1. Schedule employees based on projected volume and contingency planning.

2. Interview and select full-time (and part-time) employees for maximum flexibility.

3. Train new employees.

4. Apply disciplinary action and termination when needed.

B. Equipment:

1. Follow all preventative maintenance procedures.

2. Monitor the use of chemicals and maintain inventory.

3. Reduce waste in chemicals.

4. Ensure that all utilities are not used unnecessarily.

5. Place orders for soap and parts to maintain appropriate inventory.

III. Developing Skills

A. Observe and immediately correct non-compliance with all procedures and safety programs.

B. Demonstrate parts of every task not previously trained on or not being performed correctly.

C. Continuously coach, role-play, and practice every technical aspect of running the operation.

D. Continuously advance CSAs through the training modules.

E. Organize weekly Maintenance Meetings, weekly Manager Meetings, and Monthly Meetings. Attend and participate in bi-weekly Executive Meetings.

IV. Administration

1. Review payroll for accuracy and submit on time.

2. Consistently and correctly maintain all employee files.

3. Report all employment status changes to management immediately.

4. Audit and perform cash management duties.

COMPENSATION: $80K base performance-based incentives.

SCHEDULE: Five days/week, early starts; extended hours during peak/weather.