Front-End Shift Manager - Sea Mart Quality Foods - Hames Corporation

HAMES CORPORATION and its affiliated and subsidiary companies - Sitka/Ketchikan Alaska

The spirit of Alaska isn't just in our store. It's in our DNA. Forged by independence. Furthered by hard work. Rooted in a legacy that extends back to 1949 when Clarence and Hopewell Rands opened shop in Sitka. Much has changed over the past six-plus decades. But one thing remains the same: our commitment to our customers and our community. Today, Hames Corporation is a fourth-generation family-owned and operated company, and we are much more than the region's number one grocer. We're a gathering place for doughnuts and coffee. A supporter of local charities, sports teams, education and the arts. A member of the world community with relief efforts for natural disasters. We invest in our employees and empower them to do whatever it takes to delight our customers. At Hames Corporation, we're a family.

Our employees are part of our extended family, joined by the common goal of delivering service that goes above and beyond. In addition to providing competitive compensation, good benefits, and flexibility, we empower every employee to do what it takes to delight our customers, whether chasing down a specific item or ordering in a special treat for a landmark occasion. Alaska has long been known for amazing natural resources. At our company, it just happens to include the human variety.

PURPOSE:

As a Front-End Manager, you will lead and oversee all front-end operations during your designated shifts, ensuring efficient management of staff, schedules, and customer service activities. You will supervise front-end staff, optimizing scheduling and break management to enhance productivity while managing all customer service functions, including cash handling, point-of-sale operations, and addressing pricing concerns. Your role involves promptly handling customer inquiries and grievances to maintain high service standards. By coaching and mentoring your team, you will foster a friendly and knowledgeable environment that prioritizes exceptional customer experiences. Embracing change and responding to challenges in a fast-paced retail environment will be essential, as will upholding company policies and operational standards to create a safe and welcoming atmosphere for both staff and customers. Strong leadership qualities, effective communication skills, and a proactive mindset are crucial for success in this dynamic position.

DUTIES AND RESPONSIBILITIES:

The essential duties of the Front-End Manager consist of, but are not limited to, the following responsibilities:

• Assist in recruiting, selecting, and managing a team of customer-oriented employees who perform at levels consistent with Store and Corporate objectives.
• Support, uphold, and enforce all Company policies, and local, state, and federal laws and regulations.
• Maintain high standards of store image ensuring that the front area of the store is clean and ready for business.
• Plan and schedule the day-to-day operations of the front-end staff.
• Operate according to established operating policies and procedures and act as a role model for store personnel.
• Assure training of front-end staff in the various front-end procedures to ensure they have the knowledge and ability to perform assigned work.
• Assist in the interviewing, recruitment, screening, training, evaluating, and hiring of department personnel within company guidelines.
• Oversee the performance evaluation process of staff.
• Maintain all reports necessary to audit the performance of the front-end staff on a monthly basis, i.e., cash over/shorts, price accuracy.
• Ensure staffing is at the appropriate level to meet normal demands of the workday, minimizing customer inconvenience and excessive waiting periods.
• Monitor daily shift schedule and ensure all required break periods are given and covered.
• Make it clear to all associates that the customer is the first priority and every team member is here to fully support that priority with prompt and friendly service.
• Promote customer goodwill by providing high standards of customer service.
• Maintain a neat, well-groomed personal appearance at all times and ensure front-end staff do the same.
• Ensure that all cash handling and void processes and policies are followed and enforced.
• Keep store management and POS team informed of price accuracy problem areas or items that are not on file in electronic point-of-sales PLU files.
• Assist checkers and customers with refunds, over rings, and other transactions requiring supervisory approvals or overrides within company policies and procedures.
• Handle cash pulls and change order requests as needed.
• Investigate cashiers' cash over/shorts and take appropriate action on discrepancies.
• Be knowledgeable in and able to recognize or differentiate between all varieties of similar classes of products carried in the store.
• Ensure all customers are acknowledged that come to the customer service desk within 30 seconds and the same for phone calls.
• Ensure all types of sales transactions accepted by the store are followed in strict accordance with established company policies and procedures.
• Ensure a regular and effective housekeeping program of the front end and customer restrooms is maintained.
• Ensure strayed shopping carts are picked up from the parking lot on a routine basis.
• Order and control inventory of all front-end supplies including proper replenishment as required.
• Ensure that return-to-stock items are handled in a prompt and orderly manner, especially refrigerated and other perishable items.
• Comply with safety policies and procedures and participate in the store's safety committee when requested.
• Ensure all customer IDs are presented and verified, observing store policies pertaining to the acceptance of checks and sales of tobacco products.
• Ensure markups and markdowns, voids, refunds, and bad merchandise/spoilage write-offs are recorded accurately in accordance with company policy.
• Ensure information flows to all store personnel and advise management of significant events affecting the store.
• Supervise and coach direct reports in the performance of their duties; complete performance reviews and provide feedback to direct reports as assigned.
• Perform any other duty or task as may be assigned from time to time by senior management.

PHYSICAL AND GENERAL REQUIREMENTS:

• Ability to interact with Customers in a friendly and helpful way.
• Must have the people skills to assist customers and associates in a fast-paced environment.
• Ability to solve practical problems and deal with a variety of concrete variables under stressful circumstances, dealing with customer complaints, and in circumstances where only limited standards or policies exist.
• This position might require early morning, last night, and working holidays and weekends.
• Ability to work all assigned work schedules and comply with all time and attendance policies.
• This position requires an individual capable of sitting, standing for extensive period of time, walking, bending, climbing stairs, and carrying loads up to 25 pounds including the use of hands and fingers to feel, use cash registers, and other related machines.
• Ability to proficiently read, write, speak, analyze, interpret, and understand the English language.
• Ability to hear, speak and understand the spoken word in order to respond promptly to pages for assistance, to accommodate verbal requests from customers for information or assistance, to answer telephones, and be able to communicate effectively with department employees, the store's coworkers and customers; Company handbooks, policies and procedures, and other written job-related documents including safety notices and other postings on company bulletin boards.
• Successful performance requires specific vision abilities that include close vision and ability to adjust focus including having sufficient visual acuity to check and verify pricing and UPC codes.
• Must possess the math skills necessary to handle sales transactions, tender change, verify vendor invoice charges, and be able to balance cash receipts or troubleshoot errors or discrepancies in cash or column balance.
• Ability to tolerate dust and cleaning agents during routine housekeeping duties.
• Ability to work in varying temperatures, as needed.

REQUIRED EDUCATION/EXPERIENCE:

• Requires an extensive retail background with at least 1 year of related management experience related to retail or grocery operations. Requires a thorough understanding of overall Company practices, policies and procedures including a good understanding and use of the organizations Point of Sale (POS) system.
• Requires good written and oral communication skills, leadership and interpersonal skills, and the proven ability to manage people. Requires knowledge of every position under the Front-End Manager's supervision. Requires general and applicable knowledge of employment laws and workplace practice policies. Requires knowledge and compliance with local, state and federal regulations.
• Must be friendly and courteous and takes initiative in performance of duties. Maintains composure in dealing with customers, co-workers, vendors and other business partners in the store. Must have the ability to concentrate and deal with interruptions and customer complaints, etc. Interacts effectively with all levels of personnel, customers, vendors, agencies and the public.
• Must identify needs, problems, and opportunities and make short-term decisions to maximize sales and gross margins. Must have the knowledge and ability to implement emergency procedures, including response to equipment and computer software malfunctions. Familiar with emergency plans in the event of a natural disaster, serious accident, or uncommon event(s).

PREFERRED EDUCATION/EXPERIENCE:

• 2+ Years grocery management experience.
• Successful participation in management training program; or equivalent combination of education and experience.
• Comprehensive working knowledge of all aspects of store management and operations; and should have extensive experience in handling personnel relations.

WORK ENVIRONMENT:

• The work environment will be completed in a climate-controlled retail store environment; on occasion work environment may include occasional exposure to outdoor areas during rain, cold, sunny, warm or freezing conditions in order to accomplish tasks as hand.
• Occasional overnight shift work may be required.

DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this job classification. They are not intended to be construed as an exhaustive list of all responsibilities and skills required of personnel so classified.