Multi-Unit General Manager | Boston

As a Multi-Unit General Manager at Blank Street, you'll be responsible for overseeing multiple cafe locations, typically 4-5, ensuring exceptional financial performance and operational excellence. Your tasks will include recruiting top talent, developing your teams, enhancing customer experiences, managing inventory and vendor relations, maintaining store cleanliness, and building strong ties within the community to promote brand loyalty. You're the heartbeat of your stores, driving team culture and inspiring your staff to prioritize hospitality and quality in every interaction.

To be considered for the Multi-Unit General Manager role at Blank Street, you should ideally have 3-4 years of experience in managing operations within the hospitality industry, particularly in high-growth environments. Experience in multi-unit management is crucial, along with a proven track record of scaling hospitality teams and managing inventory effectively. Strong interpersonal skills and the ability to thrive under pressure will help you lead your team successfully while meeting the challenges of multi-location operations.

A Multi-Unit General Manager at Blank Street will find a dynamic and supportive work environment that values teamwork and individual contributions. You'll be encouraged to innovate and influence your team to create exceptional guest experiences. The culture revolves around details that matter, collaborative efforts, and a strong emphasis on community ties, making each day rewarding as you watch your team grow and flourish in the coffee experience sector.

Working as a Multi-Unit General Manager at Blank Street comes with a competitive annual salary of $72,000, alongside additional benefits that include medical, dental, and vision coverage, paid time off, sick leave, a bonus program, and exciting employee perks such as free coffee and company swag. Blank Street prioritizes employee well-being and job satisfaction, ensuring a holistic compensation package that reflects the value you bring to the team.

A Multi-Unit General Manager plays a vital role in fostering community ties at Blank Street by developing meaningful relationships with local businesses and customers. By initiating community outreach and brand loyalty programs, you will ensure that each cafe serves as a welcoming neighborhood hub. Your ability to connect with the community enhances guest experiences and solidifies Blank Street's reputation as more than just a coffee shop but rather a part of the local culture.

To improve performance across multiple cafes, I would first conduct a thorough analysis of each location's strengths and areas for improvement. This would involve regular meetings with my managers to gather insights and foster collaboration. Implementing clear performance metrics tied to customer feedback and operational standards is key. I would also lead creative initiatives to enhance customer experiences and run staff workshops aimed at building skills and camaraderie among teams, ensuring that all cafes maintain high hospitality levels.

Consistency is crucial in multi-unit management. I would establish standardized operating procedures and routines across locations, along with regular staff training sessions. Utilizing a robust auditing platform to monitor customer service, product quality, and cleanliness standards ensures that each location adheres to our brand's expectations. Frequent collaboration and open communication with my managers will also help troubleshoot any issues and celebrate successes, maintaining a high-quality experience in every cafe.

My approach to team development centers on empowerment and growth. I believe in providing my team with the tools they need to learn and thrive. To achieve this, I would implement mentorship programs and provide regular training sessions that focus on building not just operational skills but also leadership qualities. I strive to create an environment where every team member feels valued and motivated to contribute to both personal and organizational goals, fostering a strong, cohesive team spirit.

I'd treat negative customer feedback as a valuable opportunity for improvement. My first step would be to listen actively to understand the customer's experience fully. Following that, I'd address the issue directly with the relevant team members to ensure they understand where we can improve. Implementing the insights gained from customer feedback will be essential in evolving our service and ensuring that we are responsive to our customers' needs, ultimately enhancing customer satisfaction and loyalty.

I’ve successfully managed inventory and supply chains by employing strategic ordering practices tailored to the specific needs of each location. Understanding trends and seasonal demands allows me to optimize stock levels and minimize waste. I'll utilize inventory management systems to keep accurate counts and streamline ordering processes while building strong relationships with vendors to negotiate favorable terms and secure high-quality products that align with our operational standards.

Key qualities for a successful Multi-Unit General Manager include strong leadership and communication skills, adaptability to high-pressure environments, and a customer-centric mindset. A successful manager should also demonstrate operational expertise, organizational skills, and a genuine passion for the coffee and hospitality industry. Being detail-oriented, collaborative, and empathetic towards both staff and customers will significantly enhance the manager's ability to lead effectively and foster a positive work culture.

Prioritizing tasks requires a strategic approach. I usually create daily, weekly, and monthly priorities based on urgent operational needs and long-term goals. Being organized with a clearly outlined schedule helps manage competing priorities effectively. Implementing technology for communication and task management ensures that I keep my team informed and accountable while I delegate tasks appropriately, allowing me to maintain focus on the overall performance of all locations.

Promoting a culture of teamwork starts with leading by example. I would organize team-building activities that not only foster collaboration but also make work enjoyable. Encouraging open lines of communication and establishing regular team meetings can create a space where team members feel comfortable sharing ideas and concerns. Celebrating successes together, big or small, strengthens bonds and builds a sense of belonging, essential in cultivating a cohesive unit working towards common goals.

To recruit and retain top talent, I would emphasize building a strong employer brand that reflects our company values and culture during the recruitment process. This includes being transparent about career development opportunities and benefits. I value a diverse hiring approach and strategic sourcing to find candidates who align with our hospitality-driven mission. Once hired, I would focus on providing continual growth opportunities, regular performance feedback, and recognizing team contributions, which crucially improves retention rates.

Balancing financial goals with customer service excellence involves careful planning and a proactive approach. I would set clear revenue targets whilst empowering my teams to focus on delivering memorable customer experiences. Fostering open communication about financial performance helps my team understand the bigger picture and their role in achieving it. By using creativity in service offerings and promotions, I can drive sales without compromising on service quality, leading to satisfied customers who contribute to our overall success.