Avalon International Breads is small family of bakeries and cafes in Detroit that is committed to sourcing organic and local ingredients where possible, preparing from-scratch delicious foods, practicing low to zero waste practices, encouraging leadership and promotion from within, and building a strong, healthy, and equitable community through food. Avalon also supports local organizations that share their passion including Keep Growing Detroit, Alternatives for Girls, Detroit Food Summit, Detroit Food Academy, MOCAD, Detroit InsideOut, Crash Detroit and others. Throughout its 21 years in Detroit, Avalon has made a commitment to use 100% organic flour in everything they make, from their signature Sea Salt Chocolate Chip cookies to their Farnsworth Family Farm Bread. In all ways, Avalon tries to stick to its purpose to nourish and inspire the community to eat well and do good.

POSITION SUMMARY

The Willis General manager supports Avalon’s mission and three bottom lines – Earth, Community, and Employees. The position is responsible for overseeing the entire store operation and its staff, monitoring and developing processes, procedures, staffing, and equipment that support exceptional external and internal customer service, environmental and food safety, food quality, financial controls and an effective and positive work environment. The Willis General Manager oversees the Willis customer service team and collaborates with Avalon’s savory, production, and commissary teams, along with other supporting departments as needed.

REPORTING RELATIONSHIP

Reports to the retail director and CEO.  

AVALON CORE VALUES

• Do the right thing
• Respectful to others
• Team player
• Willing to learn
• Integrity
• GSD (Get Stuff Done)

JOB DUTIES AND EXPECTATIONS

CUSTOMER SERVICE

• Models, reinforces, and encourages superior internal and external customer service.
• Utilizes Avalon’s customer complaint procedure to manage and resolve customer complaints. Investigates and resolves issues to ensure improvement/ correction to all aspects and causes of the problem(s) and effectively communicates required changes to all affected teams.
• Appropriately encourages, tracks, communicates, and documents all customer feedback.
• Integrates customer feedback through collaboration with teams and leaders.

LEADERSHIP

• Effectively communicates with staff, customers, and other departments through everyday interactions, leadership meetings, huddles, and team meetings.
• Uses conflict resolution skills, using tact, diplomacy, and listening skills to resolve conflicts, and coaches employees accordingly.
• Collaborates with the Retail Director and Human Resources to effectively hire, train, retain and staff operations. This includes adhering to job descriptions, training and development, coaching, performance appraisals, staffing decisions and timely, objective, and complete documentation.
• Models and develops staff abilities to succeed in respective jobs and support Avalon’s Three Bottom Lines (Earth, Community, Employees); and promote safety, quality and food safety, operations and customer service.

TASKS

• Schedules staff and works alongside team to provide great customer service and fills in any staffing gaps as necessary and able. Scheduling should meet standards, deliver service, control labor costs, and ensure that staff have equal opportunities for time off.
• Facilitates change management as necessary communicating with any relevant departments and staff.
• Collaborate with the marketing team and help to conduct marketing strategies for the Willis Cafe.
• Maintain updated knowledge and licenses to train and develop staff to implement and ensure food safety, fire safety, and OSHA compliance, as well as Avalon standards.
• Manages financials utilizing open book management to share the challenges and successes with staff for profitability and success.
• Maintain a clean, organized and safe work environment according to all department procedures, federal and state regulations.
• Monitor and communicate quality of product and services with staff and relevant departments.
• Meets weekly or bi-weekly with the Retail Director regarding quality, customer service, safety, labor, sales, and marketing, and any other items as necessary.
• Collaborates with the Retail Director to plan and implement cafe objectives, procedures, timelines, and strategies to meet location’s goals and evaluate accordingly.
• Responsible for managing site, inventory, and equipment of the Willis cafe and taking appropriate actions and/or making recommendations to the Retail Director to determine necessary steps to ensure great quality, customer service, and results. Examples include supervising inventory management and working with vendors and staff to optimize costs.
• Other job duties as required.

REQUIREMENTS

1. Three years of hospitality industry management and customer service.
2. Minimum of two years supervisory and leadership experience in a fast-paced, customer service- oriented retail environment.
3. Cost accounting, financial planning and strategy experience preferred.
4. Ability to understand the value of teamwork, to effectively communicate verbally and in writing with teams and individuals.
5. Excellent organizational skills with strong ability to multitask, prioritize, and manage a variety of details simultaneously.
6. Technology proficient: MS Office intermediate/ expert with Microsoft Word and Excel, able to learn and regularly work with financial and time reporting programs.
7. Ability to stand for long periods of time, walk, kneel, squat, bend; and repetitively lift, carry, turn, twist, bend, push, pull and manipulate a minimum 50 pounds.
8. Ability to attend mandatory, paid company and team meetings outside of working hours.
9. Must be able to safely and properly operate tools and equipment, appropriate to the area.
10. Ability to effectively, and with a high degree of integrity and ethical standards, manage and lead a team.

OTHER Recommended HELPFUL SKILLS AND EXPERIENCE

1. Basic bakery product and food knowledge with a focus on local, sustainable, and organic.
2. ServSafe Management certified.
3. Community building and organizing.
4. Restaurant and/ or barista experience.

Benefits: Health, Vision, and Dental Insurance, 2 weeks paid vacation, paid holidays (retail schedule)