General Manager

Job Description

Job Description

Benefits:

• Bonus based on performance
• Competitive salary
• Employee discounts
• Paid time off

About Milkshake Factory
Milkshake Factory is a beloved, family‑founded brand known for crafting premium milkshakes, gourmet chocolates, and joyful dessert experiences. Rooted in tradition and fueled by creativity, the company blends high‑quality ingredients, handcrafted techniques, and warm hospitality to create treats that feel both nostalgic and exciting. Every shop is designed to be a fun, welcoming destination where guests can indulge, celebrate, and connect—making Milkshake Factory a standout employer for anyone who loves great products, great people, and great vibes.

Job Summary
The General Manager (GM) role blends upbeat leadership with strong operational discipline. You’ll drive sales through smart merchandising and guest engagement, monitor KPIs, manage labor and budgets, uphold safety and security routines, and ensure every shift runs reliably, efficiently, and with a little bit of fun. The GM will partner closely with ownership to align on priorities and ensure the business operates effectively and delivers results.

An ideal candidate for this role is a people‑first, hands‑on leader with a proven track record of building cohesive, high‑performing teams while driving smooth daily operations and an exceptional guest experience.

Key Responsibilities
Team Culture & People Leadership

• Hire, train, and coach team members so they feel confident, supported, and ready to shine.
• Lead from the front as a hands‑on, people‑first manager who brings the team together.
• Build a positive, inclusive environment where everyone feels valued and motivated to do their best.
• Partner with the owner on onboarding, development plans, retention efforts, and performance conversations that help the team grow.

Operational Excellence & Leadership

• Guide all front‑ and back‑of‑house operations so every shift runs smoothly and predictably.
• Keep key systems—cash handling, food safety, inventory, and performance tracking—organized and running effectively.
• Make sure opening and closing routines are completed with consistency and pride.
• Uphold high standards for cleanliness, sanitation, and food safety to keep guests and the team safe.

Guest Experience & Brand Advocacy

• Create a warm, welcoming atmosphere that makes every guest’s visit feel special.
• Model genuine hospitality and coach the team to deliver memorable, friendly service.
• Share the MilkShake Factory story and spark excitement about our products and brand.
• Build strong product knowledge and help the team become confident, enthusiastic brand ambassadors.

Sales & Business Performance

• Boost sales through smart merchandising, upselling, bundling, and engaging guest interactions.
• Support budgeting and financial planning by keeping an eye on labor, COGS, and operating expenses.
• Track KPIs and turn insights into action plans that move the business forward.
• Maintain tight inventory control and reduce waste through quality checks and trend awareness.

Labor Management

• Build schedules that balance great coverage with smart labor control.
• Ensure every team member is fully trained and set up for success before stepping into key roles.
• Keep equipment in good working order to support smooth, reliable operations.
• Follow and reinforce security routines—alarms, cameras, locks, cash handling, and incident reporting—to protect the team and the business.

Knowledge, Skills, and Abilities

• Strong leadership with a “leader, not boss” mindset.
• Proven ability to build team culture and deliver outstanding guest experiences.
• Strong communication, coaching, and decision-making skills.
• Highly organized with strong time management and problem-solving ability.
• Ability to prioritize workload and handle confidential information appropriately.
• Proficiency in Microsoft Office and ability to learn POS and scheduling systems.
• Commitment to developing others and supporting long-term team growth.

Education and Experience

• Minimum of three (3) years of leadership experience in restaurant, retail, or guest-facing sales.
• Strong track record of managing teams, operations, financials, and guest service culture.

Physical Requirements

• Ability to stand and walk for extended periods during shifts.
• Ability to lift and/or handle packaged goods and materials up to and including 25 lbs.
• Frequent bending, reaching, and moving within a fast-paced store environment.

Other Notes

• Availability to work flexible hours that may include early mornings, evenings, weekends, and/or holidays.
• Role may require occasional extended hours during peak times, store openings, and special events.
• Opportunities for internal growth and advancement as MilkShake Factory continues to expand.