EL General Manager Hourly

Position: General Manager

Reports to: District Leader

Job Purpose

The General Manager is responsible for overseeing all daily operations of the restaurant to ensure efficient, compliant, and profitable performance. This role manages and develops a team of employees, maintains high standards of customer service, ensures food safety and operational compliance, and achieves financial and operational targets. The General Manager is accountable for staffing, training, scheduling, brand standards, safety, and overall restaurant leadership.

Key Responsibilities

Leadership

• Lead and manage the restaurant team by hiring, training, motivating, and developing employees to ensure strong operational performance.
• Conduct onboarding and orientation for new hires using the company's learning management system.
• Conduct performance reviews and provide coaching to support development and accountability.
• Enforce uniform and grooming standards and promote a professional, inclusive work environment.
• Demonstrate commitment to WKS Values: Integrity, Loyalty, Winning, Service, and Teamwork.
• Maintain a positive culture that supports retention, teamwork, and strong customer service.

Operations Management

• Oversee all aspects of restaurant operations, including scheduling, food ordering, inventory management, equipment checks, and payroll processes.
• Ensure appropriate staffing levels based on sales trends and business needs.
• Manage opening and closing procedures, including security and cash protocols.
• Monitor compliance with daily walk-throughs, Critical Checklists, and food safety standards.
• Conduct internal self-assessments using company tools and ensure adherence to Health Department and Food Safety Audit standards.
• Complete weekly inventory counts and reporting and perform ordering as required.
• Work stations during peak business periods, team breaks, and as needed to maintain service levels.

Customer Service

• Ensure customers receive prompt, friendly, accurate, and high-quality service at all times.
• Achieve El Pollo Loco and WKS service metrics.
• Address and resolve customer concerns professionally and promptly.
• Drive improvement in customer experience through coaching, training, and daily reinforcement.
• Communicate clearly with customers, vendors, and team members.

Financial Management

• Manage the restaurant's financial performance, including budgeting, forecasting, and P&L analysis.
• Meet or exceed sales and profit goals while effectively controlling costs such as labor, food, and operating expenses.
• Analyze operating statements and identify trends and opportunities using company reporting tools.
• Ensure cash controls, safe operations, deposits, and reconciliation procedures are followed consistently.

Compliance

• Ensure compliance with all federal, state, and local regulations.
• Enforce company timekeeping policies and promptly report any concerns to leadership.
• Maintain accurate records, complete required reports, and meet all safety, sanitation, and health standards.
• Promptly report claims of harassment, discrimination, retaliation, wage and hour violations, bullying, workplace violence, or other inappropriate behavior to the District Leader and Human Resources.
• Ensure the restaurant meets all WKS and brand compliance standards, including safety training, certifications, and documentation.

Physical Requirements

• Standing and walking for extended periods (majority of the shift).
• Frequent reaching at shoulder level; occasional overhead reaching.
• Frequent bending, stooping, gripping, pinching, writing, and use of hands for equipment operation and product handling.
• Lifting and carrying ranges:
• 0-10 lbs: Frequent
• 11-25 lbs: Occasional-Frequent
• 26-50 lbs: Occasional with assistance
• 51-75 lbs: Seldom; team-lift only
• Pushing/pulling 10-40 lbs of force occasionally (e.g., trash carts, supply carts).
• Use of headsets, monitors, POS systems, kitchen equipment, computers, and technology as permitted by applicable age requirements.

Work Environment

• Exposure to heat, burn hazards, grills/fryers, cold storage areas, slippery surfaces, and cleaning chemicals.
• Work performed in both indoor and outdoor conditions, including drive-thru, parking lot, and delivery areas.
• Fast-paced environment with frequent interruptions and continuous public interaction.

Cognitive Demands (ADA/FEHA-compliant)

• Ability to maintain attention and focus in a fast-paced and high-volume environment.
• Ability to multi-task and shift between priorities quickly and effectively.
• Ability to make timely decisions and solve operational or customer issues.
• Ability to lead, supervise, coach, and direct employees at all levels.
• Ability to manage guest interactions and service recovery professionally.
• Ability to adapt to changing business demands, staffing challenges, and equipment issues.
• Ability to maintain professional behavior and composure during normal workplace stress.
• Ability to maintain regular and predictable attendance.

Experience Requirements

• Minimum of 2 years of supervisory or management experience in a restaurant setting.
• Must be at least 18 years of age.
• High school diploma or equivalent required; bachelor's degree preferred.
• Strong communication, leadership, organization, and problem-solving skills.
• ServSafe certification required.
• Proficiency with cash handling, smart safe operation, and POS systems.
• Ability to work flexible hours, including early mornings, evenings, weekends, and holidays.
• Reliable transportation and willingness to work at nearby store locations as business needs require.
• Ability to resolve customer concerns promptly and professionally using company customer service expectations and processes.

This document describes the job and its traditional physical, cognitive, and environmental demands. It does not describe the abilities of any individual employee. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.