Restaurant General Manager

Job Details Job Location: 036033 - Millsboro - Millsboro, DE 19966 Position Type: Restaurant General Manager Supervisor’s Title: Area Coach (AC) Directly Supervises: Associate General Managers / Shift Managers / Hourly Crew Basic Purpose and Objectives of the Position The Restaurant General Manager (RGM) provides overall leadership and direct supervision of operations in an individual restaurant to ensure that the restaurant meets or exceeds its annual operating plan. Focal points include: Driving excellence in customer service Maintaining company standards in product and facility specifications Supervising food handling procedures and operational processes Exercising financial control to meet the restaurant profit margin targets Selecting, training, developing and motivating employees The RGM directly performs hands‑on operational work (as necessary) to train employees, respond to customer service needs or otherwise role model appropriate skills and behavior in the restaurant. Principle Accountabilities Customer Satisfaction / Product Quality Maintains fast, accurate service, positive guest relations and ensures products are consistent with company quality standards. Drives customer‑focused culture by serving as role model in resolving customer issues and training managers and crew to meet or exceed customer service standards. Tracks, analyzes and resolves sources of customer complaints. Ensures that food safety standards are met. Financial Develops and drives restaurant annual operating plan. Analyzes sales, labor, inventory and controllables on a continual basis and takes corrective action to meet or achieve margin and sales growth targets. Trains and mentors subordinates on financial analyses and profitability tips for the restaurant. Develops store CAPEX requests and is the principle interface with all vendors. Operations Ensures that facilities and equipment are maintained to Company standards. Monitors inventory, food preparation and order fulfillment daily to ensure adherence to Company standards. Establishes restaurant speed with service (SWS) targets, monitors performance and resolves bottlenecks to achieve SWS goals. Oversees development and revision of weekly management and crew schedules. Human Resources Directs all restaurant‑level HR activity including: Personal accountability for crew hiring decisions Learning Zone planning and execution Performance management Compensation Employee relations issues up to and including termination Provides hands‑on training for management staff in Learning Zone and develops all Shift Managers and Assistant General Managers to assume higher‑level responsibilities. Develops and monitors staffing plans and directs crew sourcing activities. Manages the work environment on all shifts to ensure fair and equitable employee treatment, as well as adherence to all Company, state and federal workplace regulations. Success Measures Achievement of restaurant annual operating plan Margin improvement over previous year sales growth Weekly/period restaurant performance in sales, labor, ICOS and controllables PRC results and OSAT scores Learning Zone certification levels, crew turnover and staffing levels Qualifications Knowledge and Skill Requirements Delivers Excellence in Customer Service: Fully aware of customer needs, ensures quality products and service, maintains high standards of product quality and speed, has a strong eye for detail and cleanliness, presents a positive image, interacts with customers proactively, seeks to improve the customer experience, uses customer feedback tools to make decisions. Team Leadership: Supervises others, delegates tasks, remains in control in difficult situations, provides clear direction and authority, leads by example, is assertive, communicates goals and vision, links performance to goals, demonstrates principled leadership, celebrates achievements, coaches staff, and maintains passion and enthusiasm. Business Savvy: Identifies problems quickly, develops and implements solutions, manages restaurant flow, focuses on critical business issues, uses business tools, analyzes financial data, identifies trends, takes action, follows up to ensure 100% implementation, understands key business drivers and uses knowledge to build sales and achieve margin targets. Team Development: Identifies staff development needs, ensures time for development, provides resources, follows up, gives feedback, conducts formal assessments of progress. Restaurant Operations: Technically proficient in all aspects of food preparation, production and delivery; detailed knowledge of food handling/safety; familiar with basic equipment troubleshooting; detailed knowledge of company product standards. Educational Attainment / Experience Requirements High school diploma or GED. Supervisory experience in either a food service or retail environment. Demonstrated ability to maintain financial controls and coach and train hourly employees. Proven ability to drive customer satisfaction, financial performance and employee satisfaction. Disclaimer The list of requirements, duties and responsibilities is not exhaustive but is merely the most accurate list for the current job. The Company reserves the right to revise the job description and to require that other tasks be performed when the circumstances of the job change (for example, emergencies, changes in personnel, workload or technical development). #J-18808-Ljbffr Summerwood Master