General Manager

General Manager

At Caribou Coffee we create day-making experiences that spark a chain reaction of GOOD! This is our purpose. Our team brings this to life by focusing on what's really important – TEAM, GUEST, BUSINESS! It's that simple. If you're ready to work somewhere you can be yourself while making an impact on your community, creating life-long relationships, and serving the best coffee around, join our herd!

Position Overview: The General Manager is responsible for the culture and overall leadership and direction of the store. This role is responsible for ensuring team engagement, execution of goals, setting expectations and applying accountability, and the overall experience of the Caribou Brand. This role creates success through a commitment to Team, Guest and Quality and bringing the Core Values to life daily.

The General Manager is expected to maximize opportunities for sales and traffic growth. A General Manager is a leader in their community, an inspiration to the team and the embodiment of the Caribou purpose: To create day making experience that spark a chain reaction of GOOD.

DOING – What you deliver:

• Demonstrates the DOING of an Assistant General Manager with ease, enthusiasm and excellence

TEAM

• Models, upholds and implements Caribou policies, practices, and standards
• Ensures the store is fully staffed for upcoming shifts including ensuring that all TM schedules are up to date and writing timely and effective schedules; is planful for the future in staffing including bench planning and development
• Owns the entire recruiting process (job posts, sourcing, timely follow-up, interviewing, hiring and onboarding)
• Keeps the team engaged and energized
• Responsible for execution of Role Based Training and LTO/Promotional Window training
• Demonstrates clear and effective communication to team about expectations and "the why behind the what"
• Keeps accurate records in Workday
• Ensures overall safety of Team Members and Guests
• Coaches, trains, and develops the team to generate their best DOING and BEING during every shift and with every interaction and to foster a culture of growth and career progression
• Delivers proactive, timely, and thoughtful coaching conversations and feedback to support the team

GUEST

• Exemplifies/embodies incredible guest experience at all times
• Trains and develops team to provide a best in class guest experience
• Demonstrates and teaches guest recovery
• Takes ownership of Guest Satisfaction metrics and results
• Represents Caribou in handling guest complaints and/or issues; demonstrating a sincere approach and desire to find an effective solution
• Is a brand ambassador in the community including involvement, leadership and "being Caribou" in every interaction

QUALITY/SALES/PROFIT

• Consistently acts as the business owner – taking full ownership of the success of the store and team
• Owns the importance and execution of food safety and sanitization, the health and safety of the store, and uses the company supported tools available to accomplish success metrics
• Outspoken and relentless champion of executing standard operation procedure
• Keen aptitude of store systems including CrunchTime, GoSpotCheck, EcoSure, TeamworX, Medallia, Workday, Beekeeper, etc.
• Has deep understanding of P&L to build financial plans and fiscal responsibility
• Creates energy, enthusiasm and focus on meeting and exceeding sales goals
• Demonstrates efficient inventory control and waste management
• Assists with delivery of quality store operations and in-store sales building activities
• Ensures a quality guest experience by driving fast and friendly service, verifies that each product delivered to our guests meets Caribou quality standards and maintains a clean and safe environment according to company and ServSafe guidelines
• Minimizes loss through strict observance of cash handling policies, proper training of team members, and complying with all accounting/banking requirements

BEING – How you show up:

• Brings the Core Values to life in all that you do: Support One Another, Make Fun Happen, Be Yourself, Take Ownership, Serve With Love.
• Enthusiastically takes ownership of ALL OF IT
• Takes Being Yourself and Making Fun happen to the next level
• Is authentically their BEST self every day
• Creates trust in team (they trust you and you extend trust to them)
• Is the calm amidst the storm, ability to bring calm, focus and perspective to situations - is resilient, durable, unflappable
• Embrace diversity in all aspects of leadership and learning
• Is a change leader and champion, recognizes that all growth is change and all growth is powerful
• Supports GM peers through partnership and collaboration
• Gives and receives feedback with positive intent with a desire to always get better and grow
• Unwavering example of grace and professionalism in challenging situations, handles confidential information with empathy and consistency
• Takes ownership of difficult conversations; does not avoid conflict, but rather seeks to dismantle it

Qualifications:

Required:

• A minimum of 2-3 years of restaurant, retail, or guest service management experience and or combined experience and education
• Experience with sales building, P&L statements, recruiting, and training
• Must be 18 years of age or older
• Has a valid driver's license and reliable transportation

Preferred:

• ServSafe Certified preferred or certification within 90-days of employment
• High school diploma or GED equivalent