Regional Hospitality Manager is responsible for executing, and implementing firm’s 5 Star Hospitality program and formal management training programs as directed by Sr. Director of Hospitality. This position requires strong delegation, leadership, communication and operational skills to effectively manage high volume performance.
Essential Duties & Responsibilities
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Development of high customer experience standards, to include a “show time” culture and industry leading customer engagement through sales training and product knowledge.
Implement MedMen’s 5 Star Hospitality program to drive repeat business through strong local grass roots networking, customer data capture and execution of our loyalty program.
Oversee management and associate onboarding programs, training modules, ongoing leadership development and DOR (division of responsibility) programs for stores.
Train managers and employees in expected customer experience and hospitality standards using appropriate tools such as customer loyalty, customer satisfaction surveys and key KPI’s.
Deploy a systematic approach to training team members with modules, quizzes, tracking and video content that results in consistency across all stores through LMS system.
Work closely with Regional Directors, District Managers and Store Management to exceed sales volume and KPI goals.
Provide leadership, training, guidance and support to team members that fosters continuous learning and improvement in performance of the stores, District and Senior Management.
Ensure all store management, hospitality associates, operations associates, within the region complete training programs per LMS guidelines.
Encourage retention and internal promotions through follow-up training and development of existing managers.
Follow up and solicit training feedback from all new managers in the region and offer support as needed.
Facilitate and create training content with workshops targeting training opportunities as needed.
Complete store visits to identify training opportunities and support store management through leading by example and action planning.
Maintain visibility and lead by example on the selling floor to answer customer questions and support all hospitality functions.
Bachelor’s degree in business administration/management, operations management or related field.
Minimum 5 years’ experience supervising training, quality and customer service in retail operations using standardized quality and productivity processes to assist in the achievement of revenue, productivity, net income and other key performance goals for the organization.
Microsoft Office skills in Word, Excel and Outlook
Master of Business Administration (MBA) or operations management or related field.
Global & Cultural Awareness
This person is directly responsible for managing the Hospitality team and all training at new store openings.
While performing the duties of this job, the employee is regularly required to talk and hear. This employee is frequently required to stand, walk, use hands or feet, reach with hands and arms and may be required to lift a minimum of 50 pounds.
This is a full-time position.
This position requires up to 50% travel. Frequent travel outside of the local area and overnight. Some international travel may be required.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.