Duty Manager

LMP RECRUIT; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A reputable ice cream store in Cape Town is seeking a professional Duty Manager to oversee daily operations and ensure high customer service standards. The ideal candidate will have strong retail experience and skills in staff management. Responsibilities include managing operations, training staff, and handling customer complaints. Opportunities for contract change after satisfactory performance are available. Join a vibrant team dedicated to excellence in service and quality.

Qualifications

• Proven retail management experience with strong operational oversight skills.
• Ability to handle escalated customer issues effectively.
• Strong communication skills for coordinating with staff and management.

Responsibilities

• Manage daily operations of ice cream stores to ensure efficient processes.
• Supervise and train new employees, maintaining service standards.
• Handle customer complaints to improve service quality.

Skills

Retail experience

Staff management

Customer service

Job description

Reputable craft hand‑made ice cream store in Somerset West is looking for a professional Duty Manager with retail experience to join their team.

Operational Oversight

• Manage daily operations of both stores, ensuring consistency in processes and efficiency.
• Maintain cleanliness and proper organization, ensuring compliance with health and safety standards.
• Oversee the security of both locations and ensure adherence to safety regulations.

Staff Management

• Supervise and train new and existing employees to maintain high standards of customer service.
• Address employee performance issues and facilitate regular check‑ins to gauge satisfaction and development.

Customer Service & Quality

• Handle escalated customer complaints and resolve issues to ensure satisfaction.
• Monitor service quality and implement strategies to improve the customer experience.
• Keep track of inventory levels and coordinate with factory for weekly orders.

Communication & Coordination

• Communicate regularly with senior management to stay aligned with company procedures and objectives.
• Ensure that any changes or updates to procedures are communicated effectively to all team members.

Maintenance and Compliance

• Ensure all equipment is functioning properly and handle repairs as necessary.

Reporting and Documentation

• Maintain accurate reports of daily operations and employee performance.
• Daily reports: all reports to be communicated via applicable store Slack channel.
• Inventory daily stock count – accountable for counting stock and correctly filling in the stock sheet.
• Responsible for capturing the correct stock count entries onto MarketMan.
• Time‑keeping: use of Roubler for creating appropriate staffing solutions, daily time‑shift approvals, notes per shift for any under or overtime on Roubler.
• Discrepancies in time‑keeping reported on daily report to Senior Manager.
• Roster changes communicated to Senior Manager for approval and updating on Roubler.
• Filing of employee documents such as sick notes.
• Communication of employee documents with Senior Manager and/or HR.
• Manual timesheet completed for pay‑run discrepancies backup.
• Fair short shifting as required if trade is slow, with records to prove fair short shifting.
• Incident reports for any unusual events – contractor visits, employee issues, upset customers, breakages, etc.
• Load‑shedding report – including what time loadshedding occurred and tasks performed during loadshedding hours, inventory and upselling during this time, cake orders, daily communication report covering orders received from factory, orders in stock (not yet collected), orders collected by customer with date and time via UberEats and Mr D, daily update of menu availability – if less than 3 tubs in stock then mark unavailable.
• Ensure devices are charged and able to accept orders during loadshedding.
• Immediately elevate to the appropriate service agent (Mr D / UberEats) when delivery providers are offline or unable to accept orders.
• Ensure orders are accurately rung up, correctly picked/package and handed over to drivers timeously.
• Loyalty program – staff training on how to encourage customers to use the loyalty program; input on store level to evolve program and ensure success.
• Discount reports – Waffle Wednesday reporting as opening stock, closing stock, and summary of sales.
• Communications – communication from Senior Management via Slack (via respective shop slack channel) must be passed down to all employees.
• Weekly reports – suggestions on improving customer experiences, staff morale and issues in store.

Should these duties be completed to management satisfaction for a period of 3 months, a consideration in change of contract will apply with terms to be discussed.