We Scream Manager - We Scream Ice Cream & Coffee Shop - Professional Hospitality Resources, Inc. and Ocean Beach Club LLC

The We Scream Manager manages the everyday responsibilities associated with We Scream Ice-cream and Starbucks Coffee to achieve customer satisfaction, quality service, compliance with corporate/franchise policies and procedures, and federal, state and local regulations, while meeting/exceeding financial goals.

1. Develop a culture that promotes accountability, effective communications, service excellence, teamwork, performance feedback, recognition, mutual respect, and Associate satisfaction.

2. Hire, train and hold Associates accountable to deliver consistent quality service in providing excellent customer service; ensuring customer needs are met in a timely fashion and preparing coffee, espresso drinks, milkshakes and other menu items efficiently and up to brand standards.

3. Ensure all Human Resource practices and policies are adhered to with the Director of Human Resources to include recruitment, employment matters and training.

4. Ensure the completion and documentation of comprehensive menu and beverage tests of all service staff, and Starbuck’s Certification for All Associates.

5. Ensure promotion of all marketing efforts to include maintaining proper stock of flyers, menus, and other in-house marketing collateral.

6. Ensure that the outlet is set and maintained to approved SSI documentation to include music, lighting, display cases, and seating areas. Advance any recommended operational changes to the Director of Restaurants/Director of Food & Beverage.

7. Responsible for ordering, inventory and maintaining the prescribed PAR for all outlet service ware, tableware, glassware and outlet operating supplies.

8. Responsible for controlling the security, breakage and shrinkage levels of all supplies and serveware.

9. Complete Food & Beverage inspections per the Company’s QA program, ensure Asset standards meet or exceed PHR/GoldKey Brand standards as well as Starbucks brand standards, and complete corrective action as approved by the Director of Food & Beverage.

10. Execute the Front of House Operating Plan to ensure predictability and consistency. Proactively anticipate and drive guest/service satisfaction and conduct root cause analysis on gaps in service delivery and advance corrective action or recommend changes to the operating/business plan to the Director of Food & Beverage.

11. Drive guest satisfaction by maintaining service quality standards by completing regular outlet inspections, updating, maintaining and verifying completeness of outlet checklists and cleaning schedules, ensuring completion of Brand and Company training programs, ongoing service training and executing approved corrective action plans as applicable.

12. Proactively manage communications with Marriott Back of House leadership to ensure timely execution of any Prepared Baked Goods

13. Produce all weekly front of house schedules consistent with staffing models and advance timely for final approval.

14. Ensure the daily completeness and accuracy of recording all revenues, discounts, time and attendance and control of all cash.

15. Communicate punctually and proactively with Director of Food & Beverage

on Business Plans, outlet performance, key Associate changes, major asset issues and any other significant concerns (e.g. storm preparedness efforts). Provide regular and effective updates to the Director of Food & Beverage on the performance of the assets and leadership during weekly 1-1 meetings.

16. Assess operation's compliance to all standard operating procedures in weekly one on one meetings with direct reports. Assists in solving any operational shortcomings. Document findings from outlet inspections and follow up to ensure that action items are promptly and effectively addressed.

17. Critically analyze all metrics (including but not limited to customer satisfaction responses, financial reports, average check report, Quality Assurance Inspections, mystery shops, and Associate Turnover), assess actual performance to defined

19. Be proactive in working with Marketing to generate promotions and marketing efforts to drive traffic and customer engagement, and increase customer spend.

19. Create a culture within the department that maximizes performance through effective communication including meaningful pre-shifts, teamwork, regular performance feedback and incentive programs aligned with achieving business plan commitments.

20. Perform Emergency Response duties as required for this role in the Emergency Response Organizational Chart and Plan.