Key Responsibilities
Operations & Customer Experience
- Oversee all day-to-day non-kitchen operations including grocery retail, cashier team, customer service, and front-of-house presentation
- ORDER FULLFILLMENT
- Ensure exceptional customer experience through consistent service standards, cleanliness, organization, and hospitality
- Actively monitor customer flow, service speed, and overall guest satisfaction
- Resolve customer concerns professionally and promptly, escalating when necessary
Team Leadership & People Management
- Recruit, interview, hire, onboard, train, and schedule non-kitchen staff Job Description CEM 26.01.22 DRAFT
- Lead performance management including coaching, feedback, corrective action, and terminations when necessary
- Build and maintain a positive, respectful, and accountable workplace culture
- Ensure appropriate staffing levels to meet operational demands and sales volume
Training & Development
- Implement and maintain training programs for customer service, cashier operations, grocery standards, safety, and brand expectations
- Ensure all team members are properly trained on SOPs, POS systems, policies, and service standards
- Identify training gaps and coordinate retraining or development plans as needed
Quality Assurance & Brand Standards
- Maintain food hall appearance, merchandising standards, signage, and customer-facing areas in alignment with brand guidelines
- Conduct regular quality checks to ensure product presentation, pricing accuracy, labeling, and cleanliness standards are met
- Support brand promotion efforts including in-store promotions, events, and customer engagement initiatives
Compliance, Safety & Inspections
- Serve as primary contact for health department inspections, regulatory agencies, and compliance visits related to non-kitchen operations
- Ensure compliance with local, state, and federal regulations, company policies, and safety standards
- Maintain documentation related to inspections, corrective actions, and compliance follow-ups
Administrative & Reporting
- Oversee scheduling, timekeeping, attendance tracking, and labor controls for non-kitchen teams Job Description CEM 26.01.22 DRAFT
- Monitor operational metrics such as sales trends, labor costs, customer feedback, and service performance
- Communicate operational updates, challenges, and improvement opportunities to senior leadership
Qualifications
- 3–5+ years of management experience in food service, grocery retail, food halls, or hospitality
- Proven experience leading teams, managing schedules, and overseeing daily operations
- Strong customer service orientation with the ability to handle high-volume environments
- Working knowledge of labor laws, safety standards, and regulatory compliance
- Experience interacting with health departments or regulatory agencies preferred
Skills & Competencies
- Strong leadership, communication, and conflict-resolution skills
- Excellent organizational and time-management abilities
- Detail-oriented with a focus on consistency and quality
- Ability to multitask, prioritize, and make sound decisions in fast-paced settings
- Comfortable coaching, disciplining, and developing team members
Work Environment & Schedule
- Full-time, salaried position
- Schedule includes evenings, weekends, and holidays as required by business operations
- Requires extended periods of standing, walking, and active floor supervision
Other Duties Perform other duties as assigned to support the overall success of the food hall and organization