Position Overview

The Assistant GM will serve as the on-site point person, supporting the Director of Retail Operations (DROps) by ensuring that daily operations, staff performance, and customer experience align with the Director's guidance and company standards. This role bridges the gap between staff and leadership, focusing on operational consistency, team support, and exceptional customer service. The Lead Barista will focus on guiding co-workers and directing tasks to maintain operational standards and ensure a smooth workflow while upholding company values and goals.

Key Responsibilities

Operational Support

• Daily Workflow Oversight: Act as the primary coordinator during shifts, ensuring tasks such as opening and closing procedures, prep work, and cleaning schedules are completed efficiently and meet company standards.
• Task Direction: Assist in guiding co-workers during shifts, ensuring tasks are properly assigned and completed to maintain high operational and service standards.
• Equipment Maintenance: Conduct daily checks on equipment to ensure functionality and cleanliness, reporting any issues to the DROps.
• Inventory Monitoring: Assist in tracking inventory levels, restocking as needed, and communicating discrepancies or shortages to the DROps.
• Purchasing Back Up: Understanding and building comfort with ordering systems

Team Support

• Shift Leadership: Provide guidance and support to team members during shifts, answering questions, addressing concerns, and ensuring smooth operations.
• Training Reinforcement: Reinforce training programs set by the DROps, ensuring staff follow proper procedures and maintain company standards, and assisting in further growth, training, and personal-development opportunities.
• Feedback Relay: Observe team performance and provide constructive feedback or relay observations to the DRO for performance evaluations.
• Scheduling Support: Communicate staff availability and address on-site scheduling needs or conflicts with the DROps.
• Training New Hires: Working in tandem with DROps in training new hires and setting expectations for SOP within the shop.

• Feedback Collection: Gather and relay customer feedback (both positive and negative) to the DROps to improve service quality and offerings while suggesting opportunities for further improvement.
• Product Quality: Ensure all products meet established quality standards, addressing and correcting any deviations promptly.

Communication and Reporting

• Communication Expectation: Maintain regular communication with the DROps to provide updates on operational challenges, staff performance, customer feedback, and any notable occurrences.
• Incident Reporting: Immediately escalate significant issues such as equipment malfunctions, safety concerns, or customer complaints to the DROps.
• Staff Performance Monitoring: Identify and report issues with underperforming staff to the DROps to ensure timely intervention, including write-ups or disciplinary actions as needed.
• Team Communication: Support and uphold the communication from the DROps, ensuring updates, changes, and expectations are clearly understood and implemented by the team.

Expectations

• Maintain a positive and supportive demeanor, acting as a role model for the team.
• Be reliable and organized, ensuring tasks and operations run smoothly during shifts.
• Demonstrate strong communication skills, fostering a collaborative and efficient work environment.
• Uphold the company’s values and standards, ensuring they are reflected in both team behavior and customer experience.
• Commit to continuous learning, staying informed about company policies, procedures, and product offerings.
• Exhibit flexibility and team-oriented behavior, stepping in to support staffing and shift needs while fostering a culture of collaboration and mutual support.