General Manager

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Job Title: General Manager

Job Code: MG40

Job Family: Operations

Career Path/Job Link Level: Job Function: Corporate Restaurant Operations

Career Level/Cluster: Job Function Summary: (from job family descriptions) Manages and assumes responsibility for all functions of a Papa John’s restaurant to ensure restaurant profitability. This is accomplished by being a self-sufficient leader, making quality decisions, and ensuring proper planning, forecasting, and systems are in place. Other responsibilities include the management of operations including the execution of all Company policies, procedures, programs, and systems. Ensures compliance with all federal, state and local laws and ethical business practices.

Job Purpose

This position oversees all operational aspects of a Papa John’s restaurant including execution of all Operations Manager duties when that position is unavailable/unfilled. Operations Managers, Manager Designates, and Shift Leaders report directly to the General Manager. In restaurants where the Operations Manager role is available/filled, restaurant team members and delivery drivers report directly to the Operations Manager. Where this role is unavailable/unfilled, restaurant team members and delivery drivers report to the General Manager.

Duties and Responsibilities

• Monitor product quality and customer service standards, identify deficiencies, and follow up with direct reports to address and correct areas of concern. Professionally and promptly respond to all customer concerns or issues. Solicit customer feedback, share feedback with team and use feedback to improve restaurant operations and build brand loyalty. Oversee training and execution of quality standards.
• Oversee recruiting efforts to meet staffing needs and effective compliance with uniform and appearance standards. Establish and communicate performance expectations and conduct timely and effective performance reviews with direct reports. Document performance issues and take appropriate disciplinary action, up to and including termination. Effectively coach and develop direct reports and build an atmosphere of teamwork, energy and fun, including the implementation of team member recognition programs to reward and retain high performing team members.
• Manage sales goals against budget & prior year by ensuring prompt and friendly customer service; monitor and execute plans to enhance/address deficiencies in sales trends such as ticket average and order frequency. Seek additional sales through traditional and non-traditional methods by executing creative local restaurant marketing and creating a positive presence in the community.
• Manage profit goals against budget & prior year; ensure food, labor & other controllable costs stay within budget, & correct deviations from the budget by accurately utilizing the FOCUS System. Develop & implement appropriate plans to resolve unfavorable trends and enhance profits. Execute administrative and cash management duties. Plan and manage adequate inventory levels using the restaurant’s computerized inventory system to meet sales demands and minimize loss.
• Manage company’s assets by ensuring the restaurant is clean, fully equipped and all equipment operates properly; ensure restaurant meets safety and security standards at all times; oversee preventative maintenance and repairs when necessary.

Functional Skills: Education, Experience & Certifications

Analytical Skills: effectively uses data to generate insights for operations excellence

Planning & Prioritization: highest impact, highest value

Financial & Business Acumen

Communicates effectively and candidly

Problem Solving; ability to use rigorous logic to solve problems with innovative effective solutions

Process Improvement: Strive to continually improve

Ability to build and leverage talent

Ability to work independently with minimal supervision, while establishing team goal and delivering results

Two years successful restaurant management or supervision experience preferred

High school diploma (or equivalent) required

Serv-Safe/Local/State Food Service Certification

Basic accounting including invoice reconciliation and financial statement analysis

Cash management skills

Bilingual in certain markets

Must have a driver’s license valid under the laws of the state(s) where the team member works, insurance, satisfactory vehicle and ability to drive

SCOPE Financial

(cost and/or revenue budget with exclusive authority)

Reporting Relationship

Reporting relationship: (what position does this job report to?)

• TBD Director of Operations

JOB PROFILE PHYSICAL DEMANDS

While performing the duties of this job, the team member is regularly required to stand, talk, hear, use hands repetitively, handle, or feel, stand for prolonged periods, walk, grasp firmly/strongly and simply/lightly with hands, and use fine finger dexterity. The team member is frequently required to bend, twist, reach with hands and arms including above shoulder level, crouch or stoop, kneel, repetitive use (or motion) of arms, hands, and feet, and use head and neck in a twisting or static motion and to look up and/or down, and lift and/or move up to 20 pounds. Occasionally, the team member is required to sit, climb, balance, push and/or pull, and lift and/or move over 20 pounds.

WORKING CONDITIONS

Working conditions are normal for a restaurant environment.

ADA

Papa John’s will make reasonable accommodation(s) in compliance with the Americans with Disabilities Act of 1990, including changes made by the ADA Amendments Act of 2008.

COMPETENCIES

Strive for Excellence

Knowledgeable about how organizations work; Knows how to get things done both through formal channels and the informal network; Understands the origin and reasoning behind key policies, practices, and procedures; Understands the cultures of organizations.

Harnessing Value and Potential

Uses a mentoring style that is honest, solid, and empowering; Drives team performance without compromising the work culture; Provides ongoing coaching and follow up support to help team members achieve their desired performance; When coaching, ensures feedback is both constructive and objective.

Customer Centric

Takes personal responsibility for increasing customer satisfaction; Ensures that a consistent message has been delivered internally and externally regarding the Papa John’s customer brand; Promotes an environment where team members and leaders (e.g., corporate office or restaurants) are held responsible for their role in delivering the customer service brand promise.

Leadership Courage

Clearly defines the expectations and how they will change for internal and external stakeholders; Manages any resistance to change within teams; Fosters an environment where team members’ and leaders’ egos and sense of entitlement are kept in check; Monitors the team’s successes and failures and shows a willingness to course correct whenever necessary.

Bias for Action

Demonstrates a willingness to jump into action wherever they might be needed; Using good judgment, seizes opportunities to improve systems and processes that impact team members’ performance; Demonstrates the ability to make difficult decisions based on a minimum of planning.

Optimizing Collaboration

Creates a team environment where hard and soft resources are openly shared; Facilitates team discussion and open communication; Clarifies the role and responsibilities of each team member, as well as the leader; Sustains the team’s energy by reinforcing the value of achieving the shared goal.

Credibility and Influence

Can negotiate skillfully in tough situations with both internal and external groups; Can win concessions without damaging relationships; Can be both direct and forceful as well as diplomatic; Gains trust quickly of other parties to the negotiations.

OTHER INFORMATION

• Must be 18 years of age or older
• Must be able to work long hours, scheduled or unscheduled, which will include nights, weekends, and as emergencies arise
• Ability to successfully perform the job duties in the restaurant
• Exempt, salaried position
• Employment is contingent upon satisfactory results of a background check

Must be aligned with Papa John’s Values

Everybody loves pizza, which means they also love the people who are behind the scenes working to deliver it. This is complex and challenging work – but let’s face it – it’s also pizza! If you want a fulfilling career with a company that’s always moving forward, we’re the right place. Papa John's is a Federal Contract employer who participates in E-Verify to confirm employment eligibility for each new team member. For more information please view the following PDFs: E-Verify Poster (English) - Right to Work Poster (English) - E-Verify Poster (Spanish) - Right to Work Poster (Spanish) Papa John’s is an Affiant. See terms & conditions for site use. At Papa John’s, we LOVE pizza. It brings people together and brings out the best in all of us. Just like our ingredients and toppings, we combine in unique ways to deliver a truly tantalizing result. Here, you’re a valued team member right from the start. We want you to contribute your best ideas, collaborate and keep building your skills.

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