FT General Manager/Assistant Manager, Hammer & Nails | Grooming Shop for Guys – Leesburg, Gainesville
We are seeking a highly motivated and experienced General Manager to join our team. As a General Manager, you will play a key role in supporting the overall operations of our retail store. This is a great opportunity for someone with strong leadership skills and a passion for delivering exceptional customer service.
About Us:
At Hammer and Nails Grooming For Guys, we provide more than just a haircut; we provide an experience that men can't get anywhere else.
Our concept welcomes men into the art of grooming. We offer the exceptional technical services of an old-school barber shop with the feel of an exclusive lounge where any man can put his feet up in our oversized leather chairs, sip his favorite drink, and relax while being treated like a king. We believe in affordable luxury experiences that are accessible to everyone.
Here, we don't rush to turn guests over and churn haircuts out. We know quality is in the details. Our artists craft a unique experience by educating their guests on grooming routines, products, and services that fit their lifestyle.
Our concept is full-service, which means your guest can enjoy traditional barbering services, hand and foot care, and facial waxing. Trained member concierge team host and manage your guests to ensure you stay busy behind the chair, focusing on the thing you love most.
We are a brand that loves to elevate and promote from within. We are a fast-growing brand with endless opportunities for growth and expansion, behind the chair and beyond. With our brand, there is room to grow into a:
Shop Owner
National Trainer
So much more
Job Types: Full-time
Schedule: Weekdays. Evenings, weekends, and holidays. Flex schedule.
Pay: $50,000 - $100,000 per year in total compensation (full-time equivalent); inclusive of hourly pay, gratuity, discretionary bonuses and sales commissions.
We provide benefits:
$50,000 - $100,000+ in total compensation
All scheduling and rescheduling systems and support
All tax withholdings and filings as a W-2 to legitimize all income
Hammer & Nails casual SWAG to wear as a uniform at work
Hourly and incentivized pay
Performance bonuses
Flexibility in days, hours, personal time off/flexible schedule
Paid training and professional development
Top-of-the-line modern environment, equipment, furniture, & software/APPs
A company that invests in you through regular education/training
National brand presence and support with remote and online resources
Opportunity for growth as leads, trainers, and shop owners
Job qualifications:
Excellent communication and customer service skills while also demonstrating excellent cleanliness and sanitation skills.
The candidate should be sales-driven while providing a consistent "white glove experience" to all clients, be outgoing, cheerful, engaging, energetic, resourceful, imaginative, goal-oriented, and believe in, promoting the established culture and mission.
Job Responsibilities:
Model behavior consistent with the H&Ns “Gold Standard”
Proactively review booked appointments one day, one week & one month out always looking to find efficiencies as well as booking mistakes
Monitor, communicate, report on, and actively improve:
- the quality of our services
- the customer experiences
- shop and station cleanliness and organization
- accuracy of guest invoices & staff punch-ins/punch-outs/breaks
- speed of guest check-in/checkout/wait time
- total membership counts
- suspended members, open invoices, members with >10 accrued services
- duplicate members, etc.
- review and distribute mystery shops, etc.
Monitor and actively manage staff performance & utilization; carefully plan staff hours maximizing utilization while ensuring appropriate breaks and time off
Monitor and actively manage all shop inventory
Monitor, manage, and regularly reduce costs without sacrificing service quality
Monitor and actively manage the good working order of all equipment, systems, technology, and general expenses of the shop
Hold shop staff meeting (onsite & virtual); coordinate and run training events
Come to build relationships with our VIP members; ensure you know at least 50 by their first names; understand and notate their preferences in the system
Manage and coordinate resources across shops
Support and assist with community outreach, sales generation processes, special event coordination, rollout of new campaigns/programs, etc.
Participate in franchisor-hosted events like onsite visits, war calls, etc.
Serve as a lead member concierge under the following responsibilities:
- No negative reviews from clients or staff about you/your interaction/your results
- Completion of all Member Concierge Jostle training videos and pass Kahoots to 90%
- Ability to give a tour per Owner’s standards
- Ability to answer the phone politely and answer 90% of questions asked
- Ability to answer hard questions & sell memberships; pass Owners’ membership quiz
- Ability to check guests in & out correctly regardless of payment method or membership
- Ability to proactively support the H/F staff (without being asked, you should pull bowls at the right time, flip H/F work stations, check on hot towels, etc.)
- Ability to proactively support the C/S staff (without being asked, you should sweep, pick up soiled towels, pull trays, restock hot & cold & service towels, clean wax cart, notice anything dirty or out of place and resolve it without being asked, etc.)
- Carefully & thoughtfully communicate every 5 minutes to both guests and providers for any clients waiting on providers
- Keep a 100% clutter free, tidy, and wiped-down front desk area
- Know how to restock per FIFO
- Be able to ring up a gift cards, products, and comped items correctly
- Ability to open and close the shop per the documented opening and closing check list by yourself with no major issues
- Know when to call for help with any issues; keep your management & leadership abreast at all times of the shop performance on your watch; know when to pass issues up the chain
- Be a seriously discerning client-oriented representative
- Never use the word “NO” with clients; know how to give options instead of saying “NO”
- Use each one of the stored templates in POS chat correctly; demonstrate your knowledge
- Proactively screen first time haircuts and classic H/F services for upsell opportunities
- Proactively ask prescreening questions and document answers in appointment notes
- Understand the strengths and weaknesses of each barber; understand the guidelines for pairing the right client with the “best fit” barber for their needs
- Understand how much longer a provider has before a completion of a service by observing
- Proactively look 7 days out for appointment mis-bookings, displaced clients, gap reduction opportunities, other issues
- Be able to explain every item and field and report on the membership tab of the guest profile
- Be able to correctly process a freeze and a membership cancelation
- Be able to refund dollars correctly
- Know when to ask for backup
- Know how to manage the staff on your shift; engage in “one team on the bus”
- Know how to deal with particularly upset clients
- Recite the menu of services; explain each and every service with ease from memory
- Study each and every secret shop carefully; be able to correct other staff in the delivery of any item in the secret shop
If you are a motivated individual with a passion for retail and providing exceptional customer service, we would love to hear from you. Apply today to join our dynamic team as a General Manager. We look forward to meeting you.
