General Manager

Job Description

Job Description

Description:

A General Manager (GM) is responsible for the overall operations, guest experience, sales performance, and execution of brand excellence in a store. The GM is responsible for maximizing the sales and profits of the store while controlling costs and protecting margin. The GM must maintain an exceptional level of guest service by developing strong Team Members and Shift Managers who can run excellent shifts whether or not the GM is present.

The GM owns the day-to-day operation of the store and is accountable for its results. Typical duties include:

Driving sales and profitability by managing the store's prime cost — both cost of goods (ordering, inventory, waste) and labor — against target.

Maintaining and controlling labor hours by building schedules that match staffing to sales volume and daypart demand, keeping everything in check without sacrificing guest service.

Developing, training, and coaching Team Members and Shift Managers, including hiring, onboarding, performance feedback, and building a bench of future leaders.

Delivering an exceptional guest experience by enforcing quality, service, and cleanliness (QSC) standards on every order and every shift, and resolving guest concerns promptly and professionally.

Executing brand excellence by holding the store to franchisor recipe, presentation, and operational standards at all times.

Completing daily operational responsibilities such as sales reconciliation, cash handling and deposits, inventory management, and reporting.

Maintaining food safety and compliance, including proper food handling, temperature standards, permits, and a certified food manager on-site during operating hours.

Overseeing equipment, cleanliness, and facility upkeep, and escalating maintenance or repair issues before they affect operations.

Being creative and proactive with local marketing — bringing ideas to grow store sales, running local outreach and catering/fundraiser opportunities, and executing company promotions at the store level.

Managing the store's performance metrics and communicating results transparently to the team.

• Minimum 2–3 years of restaurant or quick-service experience, with at least 1 year in a shift-lead, assistant manager, or supervisory role. Prior GM or AGM experience preferred.
• High school diploma or equivalent required; a degree in business or hospitality is a plus but not required.
• Valid Food Manager Certification (ServSafe or equivalent) required, or the ability to obtain one within 30 days of hire.
• Proven ability to manage to a P&L, labor budget, or cost target — able to read and act on a sales, labor, and inventory report without needing it explained.
• Working knowledge of restaurant POS and back-office systems (Toast and Restaurant365 preferred), plus scheduling and payroll platforms (Paylocity).
• Strong leadership and people-management skills — hiring, training, coaching, and handling discipline fairly and with proper documentation.
• Clear, direct communication skills, and the composure to lead the team through peak rushes, staffing shortages, and guest escalations.
• Available to work a full-time schedule including evenings, weekends, and holidays based on store/mall operating hours, and reachable for genuine store emergencies.
• Valid driver's license and reliable transportation, as the role may require occasional travel between locations or to district meetings.
• Physically able to stand and move for a full shift, lift up to 50 lbs, and work in a fast-paced kitchen/counter environment (heat, cold storage, repetitive motion).