general manager

Restaurant General Manager

The Restaurant General Manager is responsible for directing the daily operations of a Tasty Chick'n restaurant, ensuring alignment with the Brand Vision and Mission while exemplifying Tasty Chick'n's Guiding Values. This role encompasses overseeing product preparation and delivery, customer service, facilities maintenance, and financial accountability. The Restaurant General Manager achieves these objectives by actively selecting, training, and coaching top talent (A+) to drive key results in People, Customer, Sales, and Profit.

Essential Duties and Responsibilities

People:

• Demonstrate Tasty Chick'n's Guiding Values while cultivating high-performing employees by effectively selecting, training, retaining, and recognizing A+ talent using Tasty Chick'n tools and processes.
• Identify and develop a pipeline of talent through effective succession planning tools and best practices, ensuring a strong leadership bench.
• Execute the Performance Management process consistently to set employees up for success and maintain accountability.
• Reinforce and uphold the "Open Door" Policy, fostering a culture of trust and transparency among all employees.
• Partner with the People Services Team to resolve employee relations issues and ensure legal compliance within the restaurant.
• Conduct regular team meetings to communicate business updates, recognize achievements, and foster team collaboration.
• Implement training programs that enhance employee skills and knowledge in customer service, food safety, and operational procedures.
• Monitor employee performance and provide constructive feedback, encouraging professional development and career growth.

Customer:

• Develop and manage a schedule that ensures all operational periods (openings, lunch, dinner, late night, weekends) are adequately covered.
• Drive a customer-focused culture by serving as a role model in resolving complex customer issues and training employees to meet or exceed service standards.
• Coach and hold team members accountable for core operational procedures using the OSM and Company systems to ensure excellence in service.
• Ensure compliance with food safety standards through direct observation and follow-up on food safety audit results, ensuring management teams are trained in ServSafe or equivalent standards.
• Gather and analyze customer feedback to identify areas for improvement in service and product offerings, developing actionable plans to address concerns.
• Foster a welcoming and inclusive environment for all customers, ensuring that every guest feels valued and appreciated.
• Collaborate with marketing teams to create promotional campaigns and special events that attract customers and enhance the brand image.

Sales:

• Ensure restaurant-level plans and marketing initiatives are in place and actively implemented, partnering with the District Manager to execute Local Store Marketing strategies.
• Analyze sales trends and customer preferences to optimize menu offerings and pricing strategies, ensuring competitiveness in the market.
• Utilize sales data to forecast revenue and set achievable sales targets for the restaurant, motivating the team to meet or exceed those goals.
• Explore and implement upselling techniques and suggestive selling practices to maximize sales opportunities during customer interactions.

Profit:

• Continuously analyze sales, labor, inventory, and controllables to take corrective actions that meet or achieve margin and sales growth targets.
• Conduct periodic business reviews with management teams to enhance their capability in identifying and executing strategies to close performance gaps.
• Ensure compliance with Federal, State, and Local regulations and standards, implementing policies and procedures to mitigate risks.
• Share best practices with the team and across the Area to promote operational excellence.
• Review and manage budgets to ensure financial targets are met, identifying areas for cost reduction without compromising quality or service.
• Collaborate with suppliers to negotiate contracts and manage inventory levels, ensuring optimal stock levels and minimizing waste.

The above cited duties and responsibilities describe the general nature and level of work performed by individuals in this role. They are not intended to be an exhaustive list of all duties and responsibilities that may be assigned.

Education and Experience Requirements

Education:

• College degree or equivalent relevant work experience, ServSafe Certification is required.
• Additional certifications in food safety, customer service, or leadership training are highly desirable.

Experience:

• Minimum of four years' experience in restaurant operations or a related field, with a proven track record in a supervisory or management role.
• Proficiency in Microsoft Office Suite is required.
• Experience in training and developing employees, demonstrating effective techniques for enhancing team performance and morale.
• A strong understanding of restaurant financials, including budgeting, forecasting, and cost control practices.
• Prior experience with inventory management and supply chain operations to ensure efficient stock control and minimize waste.
• Familiarity with point-of-sale (POS) systems and restaurant management software to streamline operations and improve customer service.

Skills Development

• Commitment to continuous personal and professional development, actively seeking out opportunities for training, workshops, or certifications in relevant areas.
• Participation in industry-related professional organizations or networking groups to stay informed about current trends, best practices, and innovations in the restaurant industry.

Flexibility

• Must be able to work a flexible schedule, including days, nights, weekends, and holidays as needed to meet business demands.
• Willingness to travel to other locations for meetings, training, or support as required by business needs, demonstrating adaptability to changing environments.

Leadership Experience

• Prior experience leading teams through change initiatives, demonstrating the ability to inspire and motivate staff during transitions.
• Proven ability to create a positive work environment that fosters teamwork, communication, and employee engagement.

Knowledge/Skills/Abilities

• Time Management: Effectively organizes work, sets priorities, and establishes timetables to achieve operational and team goals efficiently, ensuring optimal productivity during peak periods.
• Effective Communication: Consistently and clearly interacts with all team members, fostering an environment of open dialogue and transparency; actively listens to employee feedback and concerns, promoting a culture of mutual respect.
• Customer Focused: Places the customer as the highest priority, creating a culture that emphasizes exceptional service standards and consistently exceeds customer expectations through personalized interactions and attentive service.
• Developing Talent: Cultivates an environment that encourages personal and professional growth; actively identifies and nurtures employee potential through training, mentoring, and recognition, ensuring continuous engagement and retention of top talent.
• Execution Excellence: Strives to achieve "Best in Class" operations by meticulously analyzing costs and performance metrics to ensure the restaurant's profitability. Upholds high standards and adheres to established procedures, maintaining focus on details to guarantee crew safety and deliver a consistent, quality customer experience.
• Recognition: Actively role models the importance of recognition within the restaurant, celebrating team achievements and individual contributions. Coaches Assistant Managers to foster a culture of acknowledgment, ensuring that all team members feel valued for their hard work and dedication.
• Problem-Solving: Demonstrates strong analytical skills to identify operational challenges and develop innovative solutions that enhance efficiency and effectiveness in service delivery.
• Adaptability: Exhibits flexibility in responding to changing circumstances, effectively managing stress and maintaining composure in fast-paced environments while ensuring team alignment with business objectives.
• Financial Acumen: Possesses a solid understanding of financial principles related to restaurant operations, including budgeting, forecasting, and cost management, and utilizes this knowledge to drive profitability.
• Leadership Integrity: Exhibits ethical leadership by modeling integrity, accountability, and professionalism, inspiring the team to uphold the same values in their work.

Skill Requirements

• Typing/computer keyboard
• Verbal communication
• Utilize computer software (specified above)
• Written communication
• Retrieve and compile information
• Public speaking/group presentations
• Maintain records/logs
• Research, analyze and interpret information
• Verify data and information
• Investigate, evaluate, recommend action