Assistant LRT Manager

Happy Goat Coffee Co. - Ottawa, ON (29 days ago)

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Assistant LRT Manager

Reports to: LRT Manager

POSITION DESCRIPTION:

As a Happy Goat Coffee Company Assistant LRT Manager, your primary role is to provide leadership for your team, set the bar for excellence, adhere to and enforce optimal health and safety standards and compliance, maintain exemplary customer relations, and act as an ambassador for the company. You are expected to adhere to the company policies and procedures and to support your team to do the same.

An Assistant Manager is expected to be PART of the team and LEAD by example, which requires you to be present on the floor as much as possible. In essence, a store manager is there to support their team, not the other way around. Your job is to ensure that your team has the tools and support they require to do their job to the best of their abilities; to cultivate a superior team; and to promote a workplace culture that is fun, team-oriented, safe, and professional. You are expected to provide ongoing guidance and encouragement, and to discipline when necessary. Effective communication and consistent accountability are key to being an effective Store Manager.

Your main focus is on your team, customers, and the day-to-day operations of the cafe. All decisions outside of general operations should be taken up with your Manager. Any issues that you feel unable to deal with directly and promptly — should it be with a supplier, staff member or customer — must be brought to the attention of the Regional Human Resources Coordinator immediately. All incidents must be documented in your manager logbook.

KEY ROLES:

  • SUPPORT YOUR TEAM
  • FOCUS ON YOUR CUSTOMERS
  • MAINTAIN COMPANY STANDARDS
  • ENSURE YOUR CAFE IS CLEAN & CHECKLISTS ARE FOLLOWED
  • COMMUNICATE! COMMUNICATE! COMMUNICATE!
  • STAY ORGANIZED
  • COORDINATE WITH THE REGIONAL HR COORDINATOR
  • MEET AND EXCEED SALES GOALS
  • HOLD YOURSELF AND YOUR STAFF ACCOUNTABLE

MAIN DUTIES:

Team Leadership

  • Coordinate effectively with your manager to ensure that there is always a supervisor on duty.
  • Maintain open lines of communication with your team
  • Communicate operational changes, such as new products or procedures, through email, your store communication board, and ongoing training
  • Coordinate with your manager to host regular monthly staff debrief meetings that encourage feedback and active engagement from your team
  • Ensure that your team is aware of and has access to all company policies and procedures, including Health & Safety, Violence & Harassment, Accessibility & Inclusivity policies and programs
  • Promote a unified and superior team environment by recruiting, hiring, and training enthusiastic and appropriately skilled personnel

Training

  • All training for new staff should be overseen by the store manager and/or supervisor, alongside the Training Manager and Regional Human Resources Coordinator
  • Follow the training protocol and ensure that new staff follow all onboarding tasks assigned to them, offering mentorship where needed
  • Ensure that all staff complete training in compliance with Ministry of Labour, the Employment Standards Act, WHMIS
  • Coordinate with the Regional Human Resources Coordinator to ensure that all staff are provided with appropriate and up-to-date resources
  • Coordinate with the Regional Human Resources Coordinator to ensure that training and development is ongoing for all employees

Customer service & service recovery

  • Maintain exceptional customer service standards and ensure that a genuine, hospitable experience is the goal of every customer interaction
  • Ensure that all staff are aware of service recovery protocol and, where possible, on the spot conflict resolution
  • Ensure that you or your supervisor(s) are taking prompt action where service recovery is required

Quality Assurance

  • Ensure the quality of all food and beverage is maintained to the highest standard
  • Ensure that staff safely handle and prepare all food and beverage, adhering to Safe Food Handler standards

Checklists

  • Ensure that checklists cover all the necessary tasks in order to maintain an impeccably clean, safe, appropriately stocked, and well-maintained store
  • Hold staff accountable for inadequate and/or missed duties and tasks

Inventory Management

  • Only place orders from company approved suppliers
  • Follow a consistent ordering schedule that ensures that you do not run out of stock and that keeps waste at a minimum
  • Clearly label and date your products to ensure proper FIFO rotation

Cash

  • Ensure that all staff promptly input orders into the POS and process payments properly
  • Ensure that cash, deposits, and payment terminal settlements always balance and that all paperwork is accounted for and filled out legibly in full
  • Ensure that all cash deposits, petty cash, and extra float is kept securely locked in the onsite safe at all times
  • Ensure that tips are distributed in a timely manner and in accordance with the Ministry of Labour

Logbook

  • Document all incidents and disciplinary actions taken

EXPERIENCE & SKILL SET

  • Minimum 1 year of leadership experience
  • Minimum 2 years barista experience
  • Proven customer service experience
  • Strong leadership, motivational and people skills
  • Excellent communication and interpersonal skills
  • Excellent organizational skills and attention to detail
  • Safe Food Handler Certificate (within 3 months)

Job Type: Full-time

Experience:

  • Leadership: 1 year (Preferred)
  • Barista: 2 years (Preferred)

Location:

  • Ottawa, ON (Required)