General Manager

General Manager

Required Skills & Experience-Advanced education in business management, hospitality, or a related field preferred. Significant background in operations management, customer service, and team leadership within retail or hospitality. Strong leadership, communication, problem-solving abilities, and proficiency in operational systems and project management tools. Nice to Have Skills & Experience-Preferable background in similar operations/retail environments like Chipotle, Starbucks, Cava, Naya, Sweetgreen, Le Pain, etc.

Job DescriptionAs a General Manager, you will oversee recruitment, succession planning, and team development to foster happiness and uphold our values. You'll ensure training, compliance, and exceptional customer service, while maintaining product quality and shop standards. Driving profitability through effective forecasting, labor management, and sales strategies is key, alongside promoting safety and adherence to financial standards. As a change ambassador, you'll communicate effectively, implement initiatives, and engage with the team to align with business goals and continuous improvement. Core responsibilities include the below:

Amazing Service: Ensure the team consistently delivers Amazing Customer Service through the 6 Key Points of Service. Embed the Speed of Service Principles for fast, friendly, and efficient service. Implement an effective Coffee Calling System to create buzz and deliver drinks accurately. Plan, execute, and support centrally driven organization events. Encourage customer loyalty through reward program initiatives. Strive for perfect Mystery Shopper scores weekly by prioritizing customer experience and coaching the team.

Delicious Food and Drink: Ensure consistent food quality by adhering to the 6 Key Points of Production. Follow the 11-Step Production Process for safety, accuracy, and proper labeling. Ensure management follows the Production Principles, prioritizing customer needs and quality. Align the food range with customer demand. Develop team knowledge of food and coffee quality. Ensure Barista Prepared Drinks are made by trained employees to the highest standard. Avoid displaying Made to Sell (MTS) rejects in Langars.

Well-Loved Shop: Maintain Food Safety and Health & Safety Standards to ensure team and customer safety. Keep the shop clean, safe, and equipment well-maintained. Address customer, team, or sales-related issues promptly. Ensure management follows Managing By Walking Around (MBWA) principles to monitor store standards. Provide corrective training and coaching to resolve identified issues.

Shop Profitability: Drive sales and profit through the Big 4 (Forecasting, Rota, Ordering, and Production). Accurately forecast for peak trading periods, events, and seasonal changes. Maximize labor efficiency via ILP, considering customers, team, and business needs, with rotas displayed 3 weeks in advance. Analyze shop results, addressing challenges proactively with clear action plans to improve profitability. Monitor stock take results and resolve issues using the 7 Steps of Unaccounted. Oversee Profit & Loss accountability and ensure operational costs align with budgets. Follow Financial Standards to minimize risks and protect team safety.

Growing Sales: Benchmark against high-performing shops to identify opportunities. Use reports like Coffee Manning, Till Manning, and Hot Food plans to increase sales throughout the day. Follow merchandising guidelines and use marketing effectively to boost sales. Maximize Catering opportunities.

Drive and Embed Change -Act as an Ambassador of Change by effectively communicating through team briefs, staff meetings, and 1:1s; participate in cascades and area meetings. Positively promote business, ensuring business integrity, and escalate concerns to relevant teams. Follow up with the team on new standards or initiatives to ensure successful implementation. Encourage two-way communication by listening to feedback and seeking ideas from the team. Build a network with other GMs to share best practices and stay updated on competitors' initiatives. Keep the team well-informed of business changes through regular staff meetings. Ensure Key Roles attend meetings and follow through on actions.