STORE manager
1926 w 4th Avenue, KITS

Full Time, Permanent

We are looking for a dedicated, upbeat leader with a love of ice cream and great customer service to join our team as a Store Manager!

Someone who thrives in a busy environment, can keep a team motivated, and makes customers feel welcome and taken care of will be a great fit. You’re organized, reliable, and able to juggle priorities while keeping things running smoothly. You’re approachable but know how to set boundaries, you lead with respect and don’t shy away from making tough calls when needed.

apply now

Key responsibilities:

Leadership & Team Management

Lead by example with professionalism, positivity, and strong customer service.
Supervise, coach, and support FOH staff to ensure smooth and efficient shifts.
Create schedules and support in schedule execution to balance business needs with fair staff coverage.
Promote a respectful, collaborative, and motivated workplace culture.
Address staff issues (attendance, performance, conduct, or conflicts) promptly, fairly, and confidentially.
Foster staff morale by maintaining a positive, energetic, and fun environment where people enjoy working and feel appreciated.

Customer Service

Ensure every guest receives a warm, welcoming, and consistent experience.
Maintain an active floor presence to monitor service flow and staff performance.
Respond to customer concerns and complaints promptly and professionally.
Balance speed, accuracy, and guest satisfaction during service.
Monitor service flow to balance speed, accuracy, and guest satisfaction.
Ensure every guest receives a warm, welcoming, and consistent experience.
Encourage staff to engage positively with guests and contribute to a fun, memorable experience.

Operations & Standards

Oversee daily FOH operations to ensure consistency and efficiency.
Maintain cleanliness, organization, and compliance with health & safety standards.
Ensure accurate POS transactions, cash handling, and shift/end-of-day reports. Monitor product quality and presentation at all times.
Communicate effectively with the Production Team and upper management to keep service running smoothly.
Finance sheets must be updated by 10:00am on Mondays (Manager responsibility with Assistant Manager providing support as needed). Discrepancies in Daily Cash Flow should be investigated and escalated to upper management if unresolved.

Ordering & Supplies

Track inventory levels for FOH supplies (e.g. cups, spoons, cleaning products, etc.)
Place supply orders on time to avoid shortages, while staying mindful of storage space. (e.g. hand soap and dish soap supplier takes 2 weeks to fill orders, so account for that when ordering/stocking)
Communicate with Production regarding shared supply needs.
Keep stock organized and ensure proper rotation of items.

Communication

Act as the main point of contact between FOH staff, Production, and upper management
Share important updates, policies, and feedback with the team clearly and consistently.
Provide staff with clear instructions, coaching, and recognition.
The Manager and Assistant Manager are expected to maintain open, respectful, and consistent communication with one another. They should share updates on operations, delegate and clarify responsibilities, and address concerns in a timely manner to ensure alignment, consistency, and a unified leadership approach.
Proactively bring forward operational issues, team concerns, or improvement ideas to management.

Problem Solving & Decision Making

Anticipate and address staffing or service issues before they escalate. (someone is always late for their shift, talk to them before it starts affecting other staff members)
Stay calm under pressure and make fair, effective decisions.
Adapt quickly to changes in business flow and shift priorities. (ie check weather an reduce/shorten shifts if raining).

Staff Development & Growth

Provide constructive feedback to help staff improve skills and confidence.
Hire and train new staff and provide ongoing mentorship to the team.
Encourage professional growth and development within the FOH team.
Recognize and encourage strong performance.
Contribute ideas to improve efficiency, staff morale, and the overall guest experience.
Actively foster staff morale by creating a supportive and fun work environment where team members feel valued, engaged, and motivated.
Contribute ideas to improve efficiency, staff morale, and the overall guest experience
Lead with enthusiasm—bring energy to shifts so staff feel inspired to do the same.

Health, Safety & Compliance

Ensure the team follows all food safety, sanitation, and workplace safety guidelines.
Train staff on emergency procedures and ensure safety protocols are followed.
Report hazards, incidents, or equipment issues promptly.
Maintain compliance with employment standards, company policies, and Vancouver Coastal health regulations.

Continuous Improvement & Accountability

Regularly review store performance, staff feedback, and guest experience to identify areas for improvement.
Hold yourself and the team accountable to high standards of professionalism, service, and teamwork.
Model adaptability and openness to change as the business evolves.