General Manager - TNC Community

Overview

Howdy Homemade is on a relentless pursuit to create jobs for individuals with intellectual and developmental disabilities with the power of our smiles and amazing ice cream. A General Manager (GM) for Howdy Homemade is designed to oversee operations in house and out of house. The General Manager will work with a team of individuals with special needs by resolving conflicts and managing shifts whilst overseeing and carrying out in house operations and communicating needs of the store with the executive team. The GM requires management and operational skills. Your primary responsibilities will include:

1. Strive for the very best in customer service at all times.

2. Oversee all aspects of ice cream shop operations.

3. Manage costs to ensure profitability.

4. Manage our staff of Heroes, Shift Managers, and Volunteers to create an amazingly positive work environment.

Duties Include:

Team Leadership and Development:

- Model excellent customer service, high store standards, and quality control practices for employees.

- Coach our Heroes to continuously improve their customer service skills.

- Proactively create and manage the schedule for the shop coordinating staffing with catering event needs.

- Handle all aspects of staffing, including hiring, coaching, developing, and terminating.

- Perform all responsibilities of ice cream shop team members.

- Lead team meetings and deliver training to team members.

- Communicate shop priorities, goals, and results to team members.

- Coach team members to drive sales, improve profitability, and enhance guest satisfaction.

- Recruit, hire, onboard, and develop team members.

- Plan, monitor, appraise, and review employee performance.

- Foster an inclusive work environment that supports the development and success of employees with IDD.

Guest Experience:

- Set an example for our Heroes on how to greet, serve, and treat customers.

- Create and maintain a guest-focused culture in the shop.

- Review guest feedback and implement action plans to drive improvement.

- Ensure brand standards, recipes, and systems are executed.

- Execute new product roll-outs, including training, marketing, and sampling.

Operational Excellence:

- Maintain the cleanliness of the entire ice cream shop.

- Understand state requirements for food safety and ensure compliance with county health department inspections.

- Oversee ice cream production, working with volunteers to meet shop and catering needs.

- Order and manage supplies needed for ice cream production.

- Coordinate production schedules for both shop and catering needs.

- Handle all other operational needs, including shop supplies, equipment, and facility maintenance.

- Complete inventory periodically.

- Complete weekly labor schedules, ensuring all shifts are staffed to meet guest demand and service standards.

- Manage cash over/short in the shop and ensure team members follow cash management policies.

- Engage with Howdy Homemade Ice Cream’s operations team as appropriate.

- Conduct self-assessments and corresponding action plans to ensure the shop budget is met.

Catering:

- Manage all aspects of ice cream catering orders.

- Receive orders and confirm details with catering clients via phone or email.

- Schedule employees and/or drivers for onsite catering and deliveries.

- Coordinate order fulfillment, ensuring ice cream is made and ready for pickup.

- Purchase dry ice if needed.

- Confirm delivery/pickup and follow up with clients to ensure satisfaction.

Education/Experience:

• Basic computer skills.
• Basic math and financial management.
• Previous leadership experience in retail, restaurant, or hospitality.
• Completion of a Food Safety course.
• Cash handling experience.
• College degree preferred.
• Food Handler’s Certificate preferred.
• Experience with TOAST point of sale preferred.
• Experience working with individuals with IDD is preferred.

Key Competencies:

- Strong analytical skills and business acumen.

- Works well in a fun, fast-paced team environment.

- Punctuality, honesty, and a positive attitude.

- Willingness to learn and embrace change.

- Ability to train and develop a team.

- Guest-focused.

- Time management.

- Problem-solving.

- Motivating others.

Physical Demands/Working Conditions:

- Standing on feet for extended periods.

- Repetitive motion including bending, stooping, and reaching.

- Lifting packages

- Working in a small space.

- Work in the store a minimum of 25 hours per week, preferably during peak hours.

- Allocate 15 hours per week to catering.

About TNC Community

TNC Community is a 501(c)(3) nonprofit organization with a mission to champion equity and inclusion for individuals with disabilities, inspiring lives of dignity, belonging, and joy. Founded in 1949, we are celebrating 75 years of providing customized services to individuals with intellectual and developmental disabilities. TNC has expertise in a variety of services, from around-the-clock residential care for individuals with severe IDD and complex medical conditions to community connections programs that help individuals get involved in their communities, develop practical skills, and prepare for, obtain, and succeed in employment. Before the end of 2024, we will open a Howdy Homemade Ice Cream franchise to create equitable jobs for individuals with IDD.

Our award-winning team at TNC Community has been honored with an Impact Award from Nonprofit Connect, Nonprofit Business of the Year by the Independence Economic Development Council, and consistently earns the highest level of CARF accreditation. We maintain a platinum status with GuideStar and have a 4-star rating on Charity Navigator. TNC Community is an equal opportunity employer and welcomes applications from candidates of all races, abilities, genders, sexual orientations, religions, ethnicities, and national origins. Global Arts Live is committed to creating a work environment that values respect, reliability, and inclusion.