Guest Experience Manager

Guest Experience Manager – Directly reporting to Operations Manager

Summary

The Bloomington Location Guest Experience Manager will oversee and manage many administrative and managerial tasks to ensure the day-to-day operations are successful. Success looks like happy guests leaving 5-star reviews, increased business and profitability, and interpersonal growth with a sleepless mindset of constant improvement. This position is designed to serve both our internal and external guests with complete focus on developing relationships while maintaining the company’s standards for ethical business practices.

About Matt’s Automotive Service Center

Matt’s Automotive Service Center, headquartered in Moorhead, MN, is one of Minnesota’s premier automotive repair facilities. We have received several awards including Minnesota's Best in Automotive Customer Service & Auto Care, Fargo Forums Best of in Auto Care, Auto Body, Tire Retailer, Detailing, Customer service, and more. We have also been awarded Wrenchways small shop of the year award, and given the Humanitarian Award at Vision KC. We repair all makes and models and are a company that maintains strong leadership within.

As an independent repair facility, we focus on building strong guest relationships and operating on the Yes! Mentality. We operate as if we were the Starbuck’s of the Automotive Repair Industry. Each of our facilities are designed to look and feel more like a doctor’s office rather than an automotive repair shop.

Matt’s Automotive started from an idea about a better, honest way to take care of people and their vehicles in the back of a shoe repair shop. It has grown to 10 locations spreading across North Dakota and Minnesota. Each location has its own unique history ranging from former automotive repair facilities to former nightclubs.

Our Core Values

Employ the superstars – Never put money before people – Fuel growth and innovation in everything we do – Be a pillar in our local communities – Provide our team members with a stable and FUN work environment – Be passionate in every moment – Deliver WOW through our service – Be more than just an experience, and set a new standard!

Our Core Focus

Exceptional Guest Experience

Attributes

Self-Driven – I don’t need a lot of direction and am typically one step ahead. I’m able to self-manage, can proactively see what needs to be done weeks out in front of me and take the initiative on my own to accomplish tasks.

Effective Communicator – I am a strong, effective and clear communicator that can do so at a high level with all walks of life from the working class up to high level business executives via in person or written format.

Open, Honest & Transparent – I thrive in being in an environment that is very open and transparent in its communication style, and the individuals on the team believe in sharpening each other professionally and personally.

High Performance Drive & Mindset – I know there’s always a way to improve and am never satisfied with mediocre work. Going above and beyond is the only way I know how to accomplish tasks personally and professionally.

Creative & Inquisitive – I’m an information sponge and a talent that loves to learn about and perfect my trade and how to enhance my skills and myself. I take the initiative to run with a new idea without waiting for direction.

Organized & High Attention to Detail- As I enjoy balancing multiple tasks and duties, I’m also great at compartmentalizing, prioritizing and making sure the little things are never overlooked or missed.

Team Player - I work well with a strong team-focused approach that embraces the importance of the whole over any individual’s contributions. I strive to praise my teams to ensure the work atmosphere remains solutions focused.

Fun-Loving – I do well in a high-performance and goal-driven environment, but also one that has a very relaxed and fun environment where we regularly joke around and laugh about life and ourselves on a regular basis.

Flexible & Adaptable – I’m able to effectively work with the mental mindset of being ready to pivot, flex and adapt quickly around strategy, demands, etc....

Growth Mindset – I have a growth-focused mindset and know that I may fail at times, but I know how to pick myself up again quickly in order to figure out how to be successful.

Authentic & Genuine – I’m a personality that is vulnerable and opens up to people fairly quickly. I say what I mean, and I mean what I say. I’m never afraid to be myself.

Positive Vibes & Energy- I love connecting with and taking care of clients, have great energy about myself and leave others with an extremely positive experience. People enjoy being around me!

Massive Accountability- I don’t make excuses and get things done. When things don’t turn out for the best, I look in the mirror first to see what I could have done better or more effectively.

Problem Solving – I love figuring out the best way to make things work for others. I’m also a very fast learner.

YOUR SEAT RESPONSIBILITIES

Guest Experience - You’re managing the experience with our guests and process for the organization.

• Say “Yes” to guests to keep the bays consistently full.
• Assist waiting guests.
• Communicate with other location managers & advisors, marketing department, operations manager, district manager, controller & owner frequently.
• Manage all guest communications across all platforms.
• Educate and counsel guests on proper vehicle repair and maintenance.
• Ensure all guests are updated daily.
• All touch points of our guests' experience

Manage Schedules and Workflows - You’re responsible for running the store and the day-to-day operations.

• Build & Sell estimates that you have created, and manage workflow
• Managing cores, returns, and Inventory
• Manage flags within our Point-of-Sale system
• Keeping purchases and receipts in line with company directives
• Ensure target margins are achieved
• Working with fleet accounts
• Communicating fleet vehicles, building maintenance and repair needs with District Manager for approval
• Inventory & cost controlling
• Conflict resolution

Leadership - You’re responsible for leading the shop and your team to success.

• Communicating goals and celebrating wins with your team
• Problem Solving
• Coaching team members to allow growth and development
• Perform bi-monthly 1-1's with team members
• Lead daily & weekly meetings in a way that builds a stronger team dynamic and individual growth for team members
• Follow and enforce all company policies and procedures as outlined in the current team member Handbook.
• Contribute to meetings with the other Location Managers and Operations Manager
• Attend quarterly trainings & management meetings

Building Management – You're in charge of making sure that the building is in tip-top shape each day to ensure complete success.

• Arrive early enough to open the office and set it up for success.
• Close the office at the end of the day
• Make sure work area, waiting room, and customer rest rooms are clean and orderly
• Building appearance-weeds, grass, snow, cleaning, ice melt, sidewalks
• Operation of building-furnace filters, equipment, building inspections
• Operations supplies such as soap, paper products, first aid, etc.
• Following fire and safety code
• Ensure all equipment is fully operational and in good working order.
• Ensure technicians have the resources needed to do their job.
• Loaner vehicle care
• Proper paperwork for the department

SOFTWARE/TECHNOLOGY/PLATFORMS WE USE

• Microsoft Office Suite (Outlook, Word, Excel, Teams, Planner)
• Tekmetric Shop Management System
• Shoploaner Fleet Management System
• Trainual Learning Management System
• Slack
• Shopgenie Customer Retention Management System
• Uber for business

WHAT SUCCESS LOOKS LIKE FOR THIS ROLE

You come into this role excited and eager to start learning and delivering WOW through your service. You appreciate orderliness, customer service and foster good employee and community relations, with a can-do attitude. You will manage the workflow of the shop, manage communication in the store, create a positive work environment for all team members, sell recommended work and manage guest expectations.

You will accomplish this by being passionate about developing guest relationships, increasing guest relations, all while maintaining the company’s standards for ethical business practices. You take pride in ensuring the business is running in a professional way by being orderly, managing workflow, front to back communications, selling work, representing our company to the community, and managing guest expectations. This is how you will create being more than just an experience but setting a new standard.

Job Type: Full-time

Pay: $65,000.00 - $85,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Paid training
• Vision insurance

Shift:

• 10 hour shift
• Day shift

Work Location: In person

Salary : $65,000 - $85,000