General Manager

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The General Manager is responsible for the overall success of Santoña, overseeing operations, hospitality, financial performance, team development, and brand standards. This role drives business results while ensuring exceptional guest experiences and a culture of operational excellence.

Essential Functions

Hospitality:

• Ensure guest service standards and procedures are delivered to every guest, every time.
• Evaluate restaurant service and performance daily.
• Investigate and resolve customer complaints regarding food quality, service, and accommodations.
• Display a sense of ownership and make decisions as if the restaurant were your own.
• Build relationships with regular guests and VIPs to foster loyalty, repeat business, and memorable hospitality experiences.
• Serve as the primary steward of the Santoña brand and ensure all operations align with brand standards and hospitality expectations.
• Ensure guest experience, food presentation, beverages, cleanliness, ambiance, and team interactions consistently reflect the Santoña identity.

Product Quality:

• Ensure excellent quality and presentation of all food for all guests.
• Monitor food preparation methods, portion sizes, garnishing, and presentation to ensure food is prepared and served according to standards.
• Schedule and receive food and beverage deliveries, verifying quality and quantity.
• Control inventories of food, equipment, small wares, supplies, and liquor.
• Collaborate closely with the Kitchen Manager to ensure consistent food quality, menu execution, cost control, and successful menu rollouts.
• Oversee beverage program performance, cocktail consistency, liquor cost controls, bartender development, responsible alcohol service, and bar profitability.
• Maintain vendor relationships, monitor product quality, resolve supplier issues, and ensure purchasing accuracy.

Safety:

• Regularly facilitate safety training and accountability checks on food preparation, food allergy awareness, sanitation, and safety procedures.
• Ensure all food is prepared, stored, and served according to company standards and state/local health code requirements.
• Monitor compliance with health and fire regulations regarding food preparation, serving, and building maintenance.
• Ensure proper equipment operation and maintenance; inspect supplies, equipment, work areas, and property to ensure efficient service and conformance to standards.
• Lead restaurant operations through emergencies, equipment failures, guest incidents, and unforeseen situations while protecting guests, team members, and company assets.
• Accountable for P&L and meet financial objectives.
• Meet financial sales targets by identifying opportunities for growth while maintaining high operating standards.
• Manage cost control with consistent focus on food, beverage, and labor costs.
• Analyze shrinkage and develop procedures to alleviate.
• Prepare reports for the corporate office, and follow corporate office financial procedures, including but not restricted to, handling cash, credit cards, PO’s, invoices, payroll and all other financial transactions.

Personnel Management and Supervisory Accountability:

• In partnership with Silver Ventures People & Culture, accountable for personnel actions such as hiring needs, training, development and mentoring to facilitate associate success
• In partnership with Silver Ventures People & Culture, report complaints of harassment/sexual harassment in a timely and efficient manner
• Strictly adhere to Company policies and applicable laws
• Challenge each manager to become a master of their craft, a self-starter, and a creator who contributes to the organization
• Effectively manage schedules to ensure the restaurant is appropriately staffed, with a consistent focus on managing overtime
• Monitor employee appearance and uniforms
• Build employee morale and rapport by leading by example, fostering teamwork, and using a hands-on management approach (training, coaching, motivating, and follow-up)
• Regularly conduct shift meetings
• Directly supervise new menu item rollouts and promotions
• Ensure compliance with noise regulations, promote events, provide a safe environment, handle technical issues promptly.
• Utilize restaurant systems and reporting tools to analyze sales, labor, inventory, guest feedback, and operational performance, developing action plans that drive continuous improvement.
• Represent Santoña at Pearl events and community initiatives.
• Build relationships with neighboring businesses and collaborate with marketing to increase visibility and guest engagement.

Key Performance Indicators (KPIs):

• Revenue growth and profitability
• Guest satisfaction and online reputation
• Food and beverage cost management
• Labor percentage and employee retention
• Inventory variance and training completion
• Health inspection and operational excellence scores

  Required Education and Experience

  • Bachelors’ degree in Restaurant Management, Hospitality, related field, or equivalent work experience.
  • 5+ years of recent full-service experience as a General Manager with experience managing annual revenue of $5M+
  • Strong knowledge and attention to detail on back-of-the-house operations including staff supervision, inventory control, and product quality.
  • Strong P&L knowledge and general business acumen. Proven ability to make strategic decisions based on financial analysis. Specifically, forecasting, budgeting, analyzing variances, and initiating corrective action.
  • Possess excellent basic math skills
  • Proficient knowledge of MS Word, Excel, Outlook, and Teams
  • Expert level leadership and employee hiring and development skills
  • Expert level ability to navigate and resolve vendor/guest/team member issues.
  • Language Skills: Ability to read, write, and verbally communicate effectively and professionally with other business departments, guests, and vendors. Ability to diplomatically deal with difficult situations and people, while exhibiting a consistent level of professionalism.
  • Physical Demands: While performing the duties of this job, the employee is regularly required to stand, and walk. The employee frequently is required to use hands to finger, handle or feel objects, or telephone. The employee must regularly lift and/or move up to 10-25 pounds and frequently lift and/or move up to 50 pounds.

  We are cultivators of extraordinary experiences in hospitality generating space in which all participants can flourish to provoke shared joy.