Job Description

INTRODUCTION:

Refreshing Start:

Welcome to your new role as Manager! As a Manager, you play a critical role in building your team, driving productivity, and modeling a full Palmetto Superfoods experience. This guide provides a comprehensive understanding of your responsibilities, expectations, and growth opportunities to set you up for success. 

About the Company:

In 2015, Charles Lee, a devoted açaí enthusiast and San Francisco native, discovered the gem called Cafe de Casa, quickly falling in love with its Brazilian delights, particularly the açaí. Building a genuine friendship with owners Thaís and Amanda, Charles, along with his longtime friend Hessam, envisioned a restaurant concept focused on highlighting the purest açaí and other superfoods, giving birth to Palmetto Superfoods. Established in the Inner Richmond of San Francisco in 2019, our journey has expanded with multiple locations across the entire Bay Area. As we continue to grow our offerings and menu items, we’re excited to bring our tasty and healthy treats to neighborhoods across the Bay Area, United States, and the world in the coming years! 

At Palmetto Superfoods, we believe that each team member plays an integral role in achieving our vision. Together, we will continue to grow, innovate, and provide exceptional service that transforms the way people think about food. 

Our Mission:

To fuel a better you, one blend at a time. 

Our Vision:

To create a world where açaí and nutritious superfoods are sustainably sourced & delivered to people and communities everywhere, while positively enriching their lifestyle and wellbeing. 

Core Values:

At Palmetto Superfoods, our core values are the guiding principles that shape everything we do, from the products we serve to the way we interact with our customers and employees. We firmly believe these values set the foundation for fostering a positive and impactful environment for all. 

• Passion : Passionate pursuit of progress and growth 
• Adaptability : Embrace change, learn quickly, and pivot strategies when necessary, allowing us 
• to thrive and seize opportunities 
• Loyalty : Prioritize unwavering commitment and dedication to our customers, fostering a strong 
• foundation of mutual respect 
• Meticulous : Strive for excellence through meticulous execution, consistently delivering 
• high-quality results 
• Enthusiasm : Approaching challenges with positive energy, a willingness to learn, and a 
• contagious excitement that fuels innovation and inspires others 
• Teamwork : Collaboration is the key to creating exceptional experiences for our customers and supporting one another

If you have any questions about this content, please feel free to reach out to hr@mypalmetto.co 

• Trust : Building strong, authentic relationships founded on mutual trust, where open Communication, reliability, and integrity are the cornerstones of every interaction 
• Organization : By fostering a culture of structured thinking and proactive organization, we strive to deliver consistent quality and timely results 
• Connection and Clarity: We always recommend beginning with connecting with your lead to discuss how to achieve excellence in your role. Review this guide to provide structure to your plan towards performance milestones. Continue having open conversations with your lead to ensure you both are aligned in your goals and how your goals support your team. 

Ask yourself: 

• How your greatest strengths can contribute to making sure your team is set up for success each day 
• Where do you stand on your path toward success, and what are the monumental steps you’re determined to achieve along the way while uplifting your team 
• Am I well connected with my team enough to positively impact their and customer satisfaction? 
• What challenges have come up recently, and how can I proactively address them
• What areas of development are instrumental to improving your management style to instill confidence in those who look up to you for guidance and direction 
• Who can help support you to gain another perspective and approach to the challenges managers are expected to tackle 
• Am I making data-driven decisions that align with our company vision and mission? 
• When should you next touch base with your lead to request honest feedback on your performance and achievements 

If you have any questions about this content, please feel free to reach out to hr@mypalmetto.co

SETTING THE TONE:

As a Manager at Palmetto Superfoods, you are more than just a leader — you are a mentor, a problem-solver, and a key player in shaping your thriving team. Your leadership ensures that customers receive an unforgettable experience, employees feel recognized and valued, and operations run seamlessly. Lead with passion, grow with us, and make every shift a success! 

Experience and Expectations:

Creating the culture and encouraging collaboration:

• Act as an instrumental first point of contact in onboarding and training processes for team members to be successful in their roles 
• Tactfully guide your team through Our Mission and Our Core Values 
• Partner with Shift Leads and Assistant Managers to gather critical information and adapt a realistic plan of action to reach KPIs 
• Foster an environment of open, active, and timely communication to embrace individual and team growth 
• Nurture connections with your team by effectively catering store communications for them to easily understand and operate under 
• Show care for the team through fair scheduling, relative workload distribution, and growth training 

Caring for the customer experience:

• Strategically plan and prioritize responsibilities to ensure high-standard operation 
• Demonstrate flexibility to support the continuation of full operational standards in the event of unplanned situations 
• Leverage reports and other relevant data points to create a game plan that establishes customer satisfaction as a top priority 

Lead the way, exceptionally:

• Identify barriers, advocate for your staff, and successfully lead the team through the challenges as opportunities to improve processes
• Acknowledge that approaching management can be tough, and proactively check in with team members to ensure attention and recognition are given where they’re due 
• Actively seek opportunities to take advantage of resources available or request new resources so that improvement is assured 
• Address inquiries of staff members in a professional and timely manner, escalating and redirecting as appropriate 
• Review, report, and document any escalation of issues/conflicts, especially if related to policy violations, harassment, or other serious issues, to ensure everyone’s safety 

Everyday Contributions:

Start:

• Check store schedules and team assignments to ensure you can maximize your team’s capabilities 
• Review sales and operational report from prior workday(s) 
• Align with your team of leads on the priorities for the day and the progress 
• Be confident that you have the knowledge and resources available to succeed, no matter the obstacles present and possibly forthcoming
• Exhibit your passion for our high-quality products and services to bring the full Palmetto Superfoods experience to life for your team and customers 
• Demonstrate to your team that you’re prepared to help them succeed and ultimately meet company goals 

End:

• Make sure that the store is properly closed and prepared for the next shift/day 
• Review sales, labor, and customer feedback (i.e., Yelp and Google reviews) for full analysis of the day’s performance and plan ahead accordingly 
• Reflect on your processes and think about plans to revise, prioritize, and implement for the next time around 
• Ensure you took time to celebrate the achievements of your team and keep members engaged in continuous improvement 
• Communicate key takeaways or reminders to appropriate leadership 
• Reflect upon your own performance and confirm that your approach is aligned with the policies and procedures in place 
• Disconnect yourself and recharge for the next day of the journey 

If you have any questions about this content, please feel free to reach out to hr@mypalmetto.co 

MANAGERIAL RESPONSIBILITIES: 

Leadership & Communication:

• Work with HR and Leadership to refine policies, training programs, and employee engagement strategies 
• Provide ongoing training, feedback, and support to employees, especially new hires 
• Keep team morale up and strong by providing clear expectations, consistent feedback, recognition, and opportunities for growth 
• Stay updated on live communications through channels, such as Slack, text, and email 
• Have transparent conversations with staff on being well-versed in policies and procedures to emphasize the importance of accountability and safety 

Financial and Inventory Management:

• Track sales and store performance 
• Work on cost control, waste reduction, and efficiency improvements 
• Reduce Instacart usage by prioritizing purchases from the warehouse to minimize waste 
• Prevent overproduction by ensuring adherence to Palmetto Superfood recipes 
• Manage store cash deposits with company-approved bank debit/deposit cards 
• Collaborate with warehouse contacts to ensure timely orders and address missed orders promptly 
• Closely track warehouse inventory, in-store inventory management, and closing reports 

Technological Operations & Resolution:

• Identify root causes of technological issues, such as hardware malfunctions, Wi-Fi connectivity issues, or user errors 
• Troubleshoot, such as by restarting systems, escalating to DoorDash support, or escalating to the relevant support team for back-end problems to Charles and Shirm 
• Train shift leads on common technology troubleshooting steps 
• Document issues, especially recurring ones, and follow up on unresolved problems 
• Implement appropriate training to prevent common tech-related issues from affecting smooth operation 

Store Operations & Compliance:

• Oversee adherence to company policies, health and safety regulations, and labor laws 
• Monitor and enforce compliance with food safety and cleanliness standards 
• Support new store openings and ensure smooth integration into existing operations 
• In-store presence is crucial on weekends due to high demand rate
• Balance in-store support and administrative responsibilities 
• Handle staffing concerns, including scheduling, hiring, performance management, and disciplinary actions when necessary 
• Review timecards, time-off requests, and coordinate staff assignments appropriately 

If you have any questions about this content, please feel free to reach out to hr@mypalmetto.co

Customer Experience & Service Standards:

• Maintain high service standards that adhere to company values 
• Address customer complaints and feedback, implementing necessary improvements 
• Develop strategies to enhance customer experience and retention efforts 

Succession Planning & Team Development:

• Identify and mentor high-potential employees by assessing their strengths, skills, and leadership potential 
• Delegate key responsibilities to developing team members to build leadership skills and readiness for future roles 
• Provide ongoing coaching, training, and performance feedback to prepare employees for internal promotions 
• Regularly review and adjust succession planning strategies to ensure a strong talent pipeline for store leadership roles 

UNDERSTANDING THE NEEDS:

Align Altogether:

As you continue to understand and abide by our policies and procedures, it’s equally important to be a mentor and role model for your staff members. In aligning your team members, you’re helping ensure they excel in their responsibilities and professional growth.

Palmetto Superfoods Pointers:

It is imperative that policies and procedures in their entirety are followed – here are some pointers we’d like to reiterate: 

• EHB 
• SOP 
• 360 Closing Op Guide 
• Daily Register Count Sheet 
• Base Ingredients List 
• Opening, All-Day, and Closing Op Guides 
• Temp Logs 
• Cleaning Logs 
• Evaluation Forms - General + Individual 
• All leave requests and their respective forms 
• Pay Increase/Raise Forms 
• Smoothie + Bowl Flashcards 
• All in-store printed signage and menus to be up to date with the marketing team 

If you have any questions about this content, please feel free to reach out to hr@mypalmetto.co

KEY OPERATIONAL MODEL:

Complaint Handling Model (BLEND):
B – Be Present 

• Acknowledge the customer’s concern with professionalism and your full attention 

L – Listen & Learn 

• Actively listen, ask clarifying questions, and empathize with their frustration and concerns 

E – Evaluate & Explain 

• Assess the situation, provide clear reasoning, and set expectations for resolution 

N – Navigate to a Solution 

• Offer immediate action or alternatives to ensure a fair and satisfactory outcome 

D – Deliver & Delight

• Follow up, show appreciation, and use feedback to improve future experiences

Driving Operational Efficiency (PACE):
P – Prioritize Tasks 

• Identify key operational goals for each shift and delegate accordingly 

A – Adjust & Adapt 

• Be flexible in real-time problem-solving to maintain smooth operations 

C – Communicate Clearly 

• Keep team members and management informed about any changes or needs 

E – Execute with Excellence 

• Ensure all procedures are followed, upholding quality and service standards 

If you have any questions about this content, please feel free to reach out to hr@mypalmetto.co 

NOURISHING THE GROWTH:

Manager Development Stages:

Focus Area #1: Measure 

• Sales performance (daily, weekly, monthly revenue) 
• Labor costs and efficiency (staffing levels vs. sales trends) 
• Customer satisfaction (reviews, complaints, feedback) 
• Inventory and waste management (stock level, shrinkage) 
• Operational efficiency (service speed, order accuracy) 

Focus Area #2: Support 

• Being recognized as a leader who supports both team and company goals 
• Further hone strong communication and leadership skills by building strong relationships with the team and leading by example 
• Effectively manage teams and build strong morale 
• Master store operations and anticipate potential challenges to demonstrate reliability 
• Be proactive and take initiative in problem-solving 

Focus Area #3: Lead 

• Develop confidence in decision-making and conflict resolution 
• Maintain a growth mindset and view mistakes as learning opportunities 
• Demonstrate independence as a leader to tackle operational barriers 

Feeding Your Hunger for More Opportunities:

Many of our leaders began their careers in roles like yours. Their dedication, adaptability, and commitment to excellence have allowed them to grow and achieve their goals. You can be one of them — To fuel a better you! 

General Manager 

How to Fuel a Better YOU:

As you progress through your new role, it is important to continue generating insight relative to your responsibilities. Performance reviews are designed to recognize your accomplishments, identify improvement areas, and unlock your full potential.

90-Day Performance Reviews: Formal evaluations are completed on a 90-day basis to assess your performance and growth as a Store Manager 

Preparation: Thoroughly track your performance and achievements to discuss in detail with your lead during the review period 

If you have any questions about this content, please feel free to reach out to hr@mypalmetto.co 

A "build your own" vegan friendly, dairy-free, and healthy açaí bowl concept. We are not a traditional restaurant– we like to think of Palmetto Superfoods as a product/service, delivering it to the end consumer in different formats physically AND digitally. We believe in building a Omni-channel like brand where we have physical locations, online local delivery, e-commerce, CPG wholesale, and International licensing while building out international supply chain and production facilities to support all avenues of our business. We believe this will be crucial in building a prominent food & beverage brand in regards to the future of the food industry. We are growing fast and we are looking for hard working individuals to grow with us as we open more locations and start our online operations as well. To fuel a better you, one blend at a time. To create a world where açaí and nutritious superfoods are sustainably sourced & delivered to people and communities everywhere, while positively enriching their lifestyle and wellbeing. At Palmetto Superfoods, our core values are the guiding principles that shape everything we do, from the products we serve to the way we interact with our customers and employees. We firmly believe these values set the foundation for fostering a positive and impactful environment for all. : Passionate pursuit of progress and growth : Embrace change, learn quickly, and pivot strategies when necessary, allowing us to thrive and seize opportunities : Prioritize unwavering commitment and dedication to our customers, fostering a strong foundation of mutual respect : Strive for excellence through meticulous execution, consistently delivering high-quality results : Approaching challenges with positive energy, a willingness to learn, and a contagious excitement that fuels innovation and inspires others : Collaboration is the key to creating exceptional experiences for our customers and supporting one another : Building strong, authentic relationships founded on mutual trust, where open communication, reliability, and integrity are the cornerstones of every interaction : By fostering a culture of structured thinking and proactive organization, we strive to deliver consistent quality and timely results Learn more: palmettosuperfoods.com . , , , , , , , , , , , .

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