Store Manager

The General Manager is responsible for the overall leadership, operations, and performance of the New Britain or West Hartford ice cream shop. This person will lead the team, create an exceptional guest experience, maintain high standards, and help drive the success and growth of the shop.

Key Responsibilities

Leadership & Team Development

• Lead, motivate, and develop team members to create a positive and supportive work environment.
• Hire, train, schedule, and retain a strong team.
• Set clear expectations and provide ongoing coaching and feedback.

Daily Operations

• Oversee all day-to-day operations of the shop.
• Ensure excellent customer service, product quality, and cleanliness.
• Maintain a safe, organized, and welcoming environment.
• Ensure the shop is properly staffed and running efficiently.

Customer Experience

• Set the standard for friendly, welcoming, and exceptional service.
• Handle customer questions, concerns, and issues professionally.
• Create an environment where guests want to return and recommend the shop to others.

Financial & Business Performance

• Monitor sales, labor, inventory, and other key business expenses.
• Help manage labor costs and staffing levels.
• Identify opportunities to improve sales, efficiency, and profitability.
• Complete required daily, weekly, and monthly reporting.

Inventory & Supplies

• Monitor inventory levels and ensure products and supplies are available when needed.
• Place orders and maintain strong relationships with vendors.
• Minimize waste and maintain proper storage and organization.

Cleanliness, Safety & Standards

• Ensure the shop consistently meets cleanliness, food safety, and operational standards.
• Make sure team members follow all company policies and procedures.
• Maintain a clean, safe, and organized shop at all times.

Community & Marketing

• Represent the shop positively within the New Britain community.
• Support local marketing, events, promotions, and community partnerships.
• Help build strong relationships with customers and encourage repeat business.

Qualifications

• Previous management experience in a restaurant, retail, hospitality, or customer-service environment preferred.
• Strong leadership, communication, and organizational skills.
• Ability to coach, motivate, and hold team members accountable.
• Customer-focused with a positive, energetic attitude.
• Ability to manage multiple priorities in a fast-paced environment.
• Comfortable working evenings, weekends, and holidays as needed.
• High school diploma or equivalent required; additional education is a plus.

What We’re Looking For

We are looking for someone who leads by example, takes pride in the details, cares about people, and brings positive energy to the shop every day. The Store Manager will set the tone for the team and play a major role in creating the kind of experience that makes customers want to come back.