General Manager

Job Description

Job Description

Primary Accountability: The General Manager is ultimately responsible and accountable for all restaurant activities at all times. All activities of the General Manager are expected to be consistent with and supportive of the restaurant’s business plan. The General Manager ensures all employees (GMIT, Shift Leaders, Crew Trainers and Crew Persons) are performing their job responsibilities and meeting expectations in all areas of their job descriptions.

Essential Functions: The essential functions of the General Manager position are denoted below in the following key areas:

TOTAL GUEST SATISFACTION

Consistently provides a quality product and Guest service experience that delivers total Guest satisfaction.

• Models and creates an environment in which the Guest is always right; ensures a positive Guest service experience. 
• Responds positively and quickly to Guest concerns. Corrects potential problems before they affect Guests. 
• Hires high quality people who demonstrate and ensure consistent Guest satisfaction. 
• Ensures all employees are trained, motivated and empowered to deliver total Guest satisfaction. Evaluates each employee’s ability to maintain high levels of Guest satisfaction. 
• Maintains restaurant at level necessary to meet or exceed the company standards for Six Dollar Service and Quality, Service and Cleanliness (QSC). 
• Utilizes labor effectively to meet budgets while ensuring high quality of QSC. 

TRAINING AND DEVELOPMENT

Continuously improves the skills, knowledge and morale of all employees.

• Treats employees with dignity and respect; creates an environment where the entire team does the same. 
• Effectively utilizes all Carl’s Jr. training programs from new employee orientation up to and including Management training classes. 
• Prepares qualified employees for promotion to the next position. Continually develops adequate numbers of Shift Leaders, Crew Trainers and GMIT to meet the objectives of the business plan. 
• Trains, coaches and provides regular performance feedback (positive and corrective) to motivate and improve the performance of all employees. 
• Evaluates each employee’s performance based on clearly communicated standards and expectations. Holds employees accountable for performance. 
• Makes tough decisions regarding all performance related issues in the restaurant; confronts poor performance. 
• Provides appropriate and effective counseling and/or discipline. Maintains proper documentation for all disciplinary situations.
• Communicates team goals and expectations to all employees; coaches employees towards achieving team goals; recognizes and rewards employees who contribute to team goals. 
• Seeks development and growth opportunities for personal improvement. 
• Makes a continuous effort to maintain a fun and enjoyable working experience at Carl’s Jr. 

EFFECTIVE BUSINESS MANAGEMENT

Maximizes financial performance and profit.

• Develops and executes the business plan (key elements include fiscal responsibilities, manpower planning and local restaurant marketing) for the restaurant. 
• Achieves results by planning, communicating, delegating and following up. 
• Takes calculated business risks to achieve specific results. Makes good business decisions independently. 
• Meets long and short term employee staffing needs as outlined in the business plan. 
• Analyzes business performance; initiates appropriate corrective actions when deviations occur from financial expectations. Ultimately responsible for financial results. 
• Effectively utilizes available systems, procedures, technology and support departments to meet business objectives; takes the initiative to improve existing systems and communicates the results. 
• Executes company-wide marketing programs; initiates programs on time, correctly and with minimal direction. 
• Identifies and develops local restaurant marketing strategies to maximize sales. 

APPROPRIATE AND FAIR BUSINESS PRACTICES

Ensures business and personnel practices are within the law and consistent with Carl’s Jr. policies and procedures.

• Serves as a role model and sets a positive example for the entire team in all aspects of business and personnel management.
• Holds employees and self accountable for the methods and processes used to achieve results. 
• Practices equal opportunity employment, non-discrimination and ADA (Americans with Disabilities Act) compliance. 
• Ensures employee performance reviews are completed and reviewed with the employee on time. 
• Enforces all labor laws (federal, state and local). 
• Follows procedures to maintain the safety and security of all employees, Guests and company assets (building, cash, equipment, supplies). 
• Upholds company food safety, food handling and sanitation requirements, to ensure the health and safety of our Guests and employees.

CARL’S JR. SHARED VALUES

Models and encourages Carl’s Jr. shared values.

• Is completely focused on and driven by the Guest. 
• Minimizes bureaucracy and is willing to take risks. 
• Is of high personal integrity and treats all employees with honesty, respect and dignity. 
• Establishes an environment of trust to ensure honest, open and direct communication; and provides a communication process that works up, down and across the organization. 
• Is performance oriented and driven; clearly communicates performance expectations, measures performance results, recognizes and rewards good performance and is intolerant of poor performance. 

Requirements:

EDUCATION

High school diploma or equivalent. College Degree preferable. Good verbal and written communication skills; is capable of communicating effectively with upper management, Guests and all employees; bi-lingual skills a plus.

EXPERIENCE

3 – 5 years in management positions (preferably restaurant experience including full-service, fast food or convenience). Must be a minimum of 21 years of age.

LICENSE & INSURANCE

Must have reliable personal transportation, a valid driver’s license and proof of insurance.

ACCESSIBILITY

Must have a telephone or other reliable method of communicating with all employees. Must be accessible 24 hours a day, 7 days a week. Maintains an open door policy.

HOURS

Able to work a standard 47 1⁄2 hour work week; able to work flexible hours necessary to manage and operate the restaurant effectively. Able to work the days and hours designated (scheduled) by the District Manager.

Skills & Abilities: Demonstrates and/or possesses the following: i Basic knowledge of computers.

• Financial/analytical aptitude including planning, budgeting, scheduling and P & L management. 
• Ability to get results through others. 
• Organizational, planning and time management skills. 
• Team building skills. 
• Problem solving skills. 
• Investigative skills. 

Physical Abilities: Must be able to:

• Work long hours. 
• Stand for long periods of time. 
• Bend and stoop. 
• Work around heat. 
• Work around others in close quarters. 
• Move throughout the restaurant and visually observe restaurant operations and employee work performance. 
• Lift 50 – 75 pounds. 
• Work with various cleaning products.
  

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