Assistant General Manager

Full job description Position Summary/Objective of job: The Assistant General Manager (AGM) position is responsible for providing operational, administrative and leadership support under the direction of the General Manager (GM). They do this by running the floor, leading the Scoopers and Shift Leads, directing daily operations within the shop and completing administrative responsibilities in the back of house (BOH). The AGM operates with an emphasis on the Salt & Straw mission, vision and values; this fosters the culture and community that we're known for, creates a positive work environment for the team, and contributes to the success of the business both financially and operationally.
Essential Functions: Work with GM to meet shop scorecard metrics for operational and financial excellence.
Lead the team on every shift. Lead by example on: flavor stories, guest experience, station rotations.
DVP Creation. Write and execute the Daily Visual Planner (DVP). AGMs will be certified to write a strong DVP that ensures team safety, scheduling breaks, cascading deployment, and position planning that supports throughput during peak hours. They will ensure all Team Members are stretching before starting their shifts and returning to work.
Ensure Checklist Booklet is being completed by the team. Tasks include - opening duties, daily cleaning tasks, equipment check, closing duties, etc.
Support Shift Leads in leading shifts and provides support (or take the lead) in difficult situations with both Team Members and guests.
Team training and development. Onboard and train new Team Members, both Scoopers and Shift Leads.
Work with the GM on recruiting and staffing for their shop. Make staffing decisions that optimize team experience while reaching shop labor goals.
Performance Management. Coach Team Member performance on: customer interactions, interpersonal issues, checklist, or task completion, etc. The AGM may do 1:1's with Team Members, write, deliver and/or sit in as witness for corrective actions.
Collaborate with GM to uphold company policies: time and attendance, dress code, etc.
Reporting. Assist in conducting end of month duties, supporting GM in completing analysis of daily sales reports, monthly P&Ls, and key performance indicators.
Opening and closing shifts and responsibilities are required.
Morning/Night Banking. Process cash daily, maintain balanced change banks, coaches accurate cash handling with Shift Leads.
Quality assurance and food safety. Ensures food safety practices are being followed at all times. The AGM audits product integrity and quality throughout the day.
Facilities Management. AGMs work with GM to maintain the shop and its equipment, and to understand equipment maintenance and failure processes. Utilize Ecotrak to create and track work orders. Communicate with vendors to understand and track the work performed on equipment.
Collaborate with and assist GM in administrative duties: managing shift changes, monitoring Employee Behavior Incident Report (EBIR) form submissions, supply ordering, processing payroll, etc.
Data Entry. Use logbook to track cash and daily wins/challenges, logs quality control items, logs/reports outages, equipment issues, staffing feedback, tracks performance incidents, monitor time and attendance reports.
Scooper duties- as needed.
Tasting/sampling a scoop of ice cream daily (including, when possible, different flavors of ice cream, including flavors that might not be the Team Member's personal preference), in order to be able to better communicate to customers why they might enjoy each flavor.
Additional Responsibilities: Conduct ice cream inventory. Count all the tubs and pints and input them into the system.
Audit invoice and put away orders of ice cream in the walk-in freezer.
Lead team and customers to take necessary actions in the event of an emergency.
Retail merchandising. Take an active role in product merchandising according to shop Standards Guide (SSG) standards.
Menu Management- update outages on Third Party Delivery (TPD), updates customer menus.
Occasional offsite work at events or other locations.
Other duties as assigned.
Qualifications: Food handlers card is required within 30 days of the start of employment.
1-3 years' experience in food service or fast-casual dining or hospitality required.
2+ years of experience as a leader/manager/supervisor required
Experience in leading a team of 20+ members in a high-volume retail/restaurant establishment.
Must be able to work 1 weekend day every week, and at least 5 shifts a week.
Available to work at least two closing shifts a week with the potential to work as late as 1am.
Available to work holidays.
Must be 18 years or older.

Knowledge and Critical Skills: Must be able to lead a team and prioritize the day based on the needs of the business in a way that aligns with Salt & Straw mission, vision, and values.
Courage, confidence, and integrity to step into any situation that has potential to become problematic, whether it be performance management or customer management.
Must be able to have a conversation, provide a high level of customer service and talk about our flavors, and give samples comfortably. These positive and upbeat interactions with guests are required throughout a shift.
Excellent communication skills are a requirement. Being able to effectively communicate with guests andthe rest of the team to ensure a smooth and successful shift is critical.
Solution-oriented. Be able to identify issues and proactively resolve them, while exuding a positive attitude and thoughtfulness.
Must be able to train new Team Members with patience, kindness, and humility.
Ability to work in a fast-paced environment.
Ability to cooperate well and adapt to change.
Must be able to learn about and discuss our standard flavors and seasonal flavors.
Good spatial awareness is important due to the constrained space behind the counter.
Must be able to use a computer, tablet, Google Suite
Fluency in English.

Physical Demands: Walking 30%
Standing 50%
Sitting 20%
Lifting 15%
Bending, pushing, and pulling 20%
Lifting up to 30lbs occasionally

Work Environment: Walk-in freezer 10% freezer that can be 0 degrees inside
Waffling fumes 5%
Working with water 10%
Outside when line hosting.
Noise-level in the shop can be loud.
Work behind the counter is semi-confined.
Administrative work is completed in the BOH on a computer.

Salt and Straw Values Create The Unbelievable
Show Up Generously
Act With Thoughtful Curiosity
Share Human Kindness
Make It Count

Commuter Benefits Salt & Straw offers an employer-sponsored Commuter Benefit, administered by ALICE. This benefit allows you to set aside pre-tax dollars to use for certain work-related commuting expenses. These expenses include qualified parking costs, mass transit expenses, and ride sharing.


The IRS establishes a maximum amount of commuter assistance benefits that a Team Member can exclude from income for tax purposes. The limits for 2023 are $300 per month for qualified parking, and $300 per month for mass transit and ride sharing.
To learn more about your ALICE Commuter Benefit, visit

Accessibility Support Salt & Straw offers support for those who need assistance with our online application process to provide an equal employment opportunity to all job seekers, including individuals with disabilities.If you are a U.S. applicant and desire a reasonable accommodation to complete a job application, please contact our HR team at .
Salt & Straw is proud to be an equal-opportunity employer of all qualified individuals. We will consider all people - minorities, women, veterans and individuals with disabilities no matter their sexual orientation or gender identity. Salt & Straw will consider giving opportunities to qualified individuals with criminal histories when it aligns with federal, state and local statutes.
Salt & Straw participates in E-Verify. We will provide the Social Security Administration, and if necessary, the Department of Homeland Security, with information from each new employee's Form I-9 to confirm work authorization. Please note that we do not use this information to pre-screen job applicants.
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