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Introduction
It is the role of the Store Manager to oversee the Operational and Citizen management of stores. As the team leader, special focus should be placed on how you implement the Sorbet Culture and ethos within the team, to focus on the development of the citizens and improving the lives of our guests, through superior customer care and store profitability.
Job description
Guest Focus
1.Be able to demonstrate the “Sorbet Way” and instil this focus on your team, when dealing with our guests.
2. Resolve customer complaints within 24 hours.
3. Understand and be able to advise guests on all treatments in the menu.
4. Actively promote and up/cross sell treatments
5. Handle guest questions and concerns in a professional and accurate manner.
6. Answer calls in a friendly professional manner.
7. Ensure that the scheduler is well planned to accommodate guests as effective as possible. Citizen Focus
8. On-board new citizens in the store and mentor them on the Sorbet way (culture).
9. Host monthly talk shows with the citizens to focus on relevant issues (QAR Results, Sales Targets, Hygiene, Training, Culture and Service Focus).
10. Manage citizens work schedule /rosters.
11. Coordinate citizen training schedules and bookings12. Communicate any staff/ guest problems that need attention to the Area Manager of the store.
13. Manage Disciplinary procedures and performance management with each citizen.
14. Drive individual targets per citizen with one on ones.
Operational Focus
15. Understands the benefits of the Sorbet Loyalty Program, and is able to train the team and drive focus on the program with all citizens in store and drive loyalty sign ups in the store.
16. Ensure that the store merchandising and general presentation is maintained according to Sorbet standards17. Manage spot checks on stock counts and inventory control (Daily in and Out Counts, weekly Full Inventory Check).
18. Manage stock receiving procedures as per Sorbet Franchise Systems Manual.19. Responsible for checking that stock has been captured accurately on ESP by FDC’s.
20. Assist with administrative accurate invoice filing and controls.
21. Manage cash takings, check cash-ups for accuracy and ensure daily banking or twice a week banking – store dependant
Reporting
22. Submit talk show . team meeting agendas and feedback to relevant Area Manager
23. Submit sick leave tracking and all leave forms to area manager monthly in order to manage accurate payroll
24. Submit all relevant RS data to area managers monthly for accurate payroll.
25. Pulling of weekly sales figures to manage stores progress to monthly budget.
Marketing
26. Communicate and ensure implementation of all national marketing and advertising campaigns at store level
27. Making sure citizens are aware of all campaigns
28. Collateral is displayed and implemented
29. Citizens are trained and able to sell / market the campaign. Key Competencies
• Computer Literate.
• Exceptional communication skills (spoken, telephonic and written).
• Organised and systematic.
• Detail orientated.
• Must possess and aptitude for basic math and money handling skills.
• Punctual.
• Able to function under pressure in a fast-moving environment.
• Able to manage multiple stores
• Self-directed and able to work independently