General Manager

Job Description

Job Description

Maman - General Manager

maman is a french bakery, café and leading lifestyle brand founded in 2014 by owners elisa marshall & benjamin sormonte, with locations across north america and canada. inspired by family traditions, and the highest quality ingredients, maman offers a selection of delicious baked goods {including their famous nutty chocolate chip cookie}, coffee, fresh breakfast, and lunch options spanning from hearty salads & sandwiches to savory quiches. in addition to hosting intimate events, maman has partnered with leading brands for partnerships and activations. from baby showers and birthday parties to engagements, we’re able to help celebrate customers & make new beautiful memories. in september 2021, maman founders elisa marshall & benjamin sormonte released the highly anticipated maman: the cookbook. 

our ideal candidate is passionate about food, beverages, and excellent customer service. you lead with care and are always ready to lend a helping hand to a colleague. you have experience in successfully managing a team, fostering unity, and working together to accomplish daily goals. 

Position Summary

The General Manager will oversee daily operations of one of maman’s café locations, ensuring exceptional hospitality, operational efficiency, and team engagement. This individual will lead both front-of-house and back-of-house teams, drive financial performance, and uphold maman’s standards of quality and service. Reporting to the Regional Director, the GM will balance guest experience, team development, and profitability while embodying maman’s culture and values.

Essential Responsibilities

Operations & Financial Management

• Manage all aspects of café operations, ensuring efficiency and consistency in service delivery
  

• Drive sales growth, manage COGS, and control labor costs to achieve profitability targets
  

• Review and analyze daily financial performance and partner with leadership to implement improvements
  

• Oversee scheduling, ordering, inventory management, and reporting
  

Team Leadership & Development

• Lead, coach, and inspire a team of up to 25 employees

• Hire, Onboard, Evaluate and Terminate staff (BOH & FOH) and provide necessary documentation in a timely manner

• Conduct monthly performance reviews, ongoing coaching, and career development conversations
  

• Onboard and train new hires in HRIS, ensuring readiness prior to their first training shift
  

• Foster a positive, collaborative work environment where accountability and hospitality thrive
  

Guest Experience & Hospitality

• Champion maman’s hospitality standards, ensuring every guest feels welcomed, respected, and valued
  

• Investigate and resolve guest concerns with professionalism and urgency
  

• Build guest loyalty by developing rapport with regulars and fostering repeat visits
  

• Maintain café aesthetics in line with maman’s lifestyle brand
  

Collaboration & Strategic Support

• Partner with Regional Directors and the maman office team on new SOPs, menu launches, marketing initiatives, and events
  

• Support cross-functional projects and activations, ensuring alignment with brand standards
  

• Provide insights to leadership regarding staffing needs, market trends, and operational improvements
  

Qualifications & Skills

• Minimum 3 years of leadership experience in hospitality or restaurant management
  

• Strong financial acumen with proven ability to manage budgets, labor, and costs effectively
  

• Proficiency with Toast, Harri, and 3rd-party delivery platforms
  

• Valid food handler’s certification and strong commitment to food safety
  

• Excellent leadership, communication, and problem-solving skills
  

• Flexible availability, including weekends, holidays, and special events
  

• Energetic, approachable, adaptable, and hospitality-driven with a passion for creating memorable guest experiences
  

What We Offer

At maman, we’re proud to provide a supportive and people-first environment where leaders can thrive and grow. Our General Managers enjoy:

• A collaborative culture that values teamwork, initiative, and continuous improvement

• Competitive salary, performance-based bonuses, and growth opportunities within a fast-growing brand

• Comprehensive healthcare options and commuter benefits
  

• Two weeks of paid time off and a flexible, supportive work environment
  

• Ongoing professional development, training, and opportunities for internal mobility
  

• Sweet perks cookies, coffee, and in-store discounts
  

• A company culture where we roll up our sleeves, support one another, and celebrate shared success