Restaurant General Manager

Basic Purpose and Objectives of the Position The Restaurant General Manager (RGM) provides overall leadership and direct supervision of operations in an individual restaurant to ensure that the restaurant meets or exceeds its annual operating plan. Focal points include: Driving excellence in customer service Maintaining company standards in product and facility specifications Supervising food handling procedures and operational processes Exercising financial control to meet the restaurant profit margin targets Selecting, training, developing and motivating employees The RGM directly performs hands‑on operational work (as necessary) to train employees, respond to customer service needs, or otherwise role model appropriate skills and behavior in the restaurant. Principle Accountabilities Customer Satisfaction / Product Quality Maintains fast, accurate service, positive guest relations and ensures products are consistent with company quality standards. Drives customer‑focused culture by serving as a role model in resolving customer issues and training managers and crew to meet or exceed customer service standards. Tracks, analyzes and resolves sources of customer complaints. Ensures that food safety standards are met. Financial Develops and drives the restaurant annual operating plan. Analyzes sales, labor, inventory and controllables on a continual basis and takes corrective action to meet or achieve margin and sales growth targets. Trains and mentors subordinates on financial analyses and profitability tips for the restaurant. Develops store CAPEX requests and is the principle interface with all vendors. Operations Ensures that facilities and equipment are maintained to company standards. Monitors inventory, food preparation and order fulfillment daily to ensure adherence to company standards. Establishes restaurant speed with service (SWS) targets, monitors performance and resolves bottlenecks to achieve SWS goals. Oversees development and revision of weekly management and crew schedules. Human Resources Directs all restaurant‑level HR activity including hiring decisions, learning‑zone planning, performance management, compensation and employee relations up to and including termination. Provides hands‑on training for management staff in learning‑zone and develops all shift managers and assistant general managers to assume higher‑level responsibilities. Develops and monitors staffing plans and directs crew sourcing activities. Manages the work environment on all shifts to ensure fair and equitable employee treatment, as well as adherence to all company, state and federal workplace regulations. Success Measures Achievement of restaurant annual operating plan Margin improvement over previous year sales growth Weekly/period restaurant performance in sales, labor, ICOS and controllables PRC results and OSAT scores Learning‑zone certification levels, crew turnover and staffing levels Benefits Accrue PTO every pay period, enrolled in STD/LTD; entitled to enroll in medical, dental, life, 401(k). Annual bonus potential $14,560 to $36,400. Qualifications and Knowledge & Skill Requirements Delivers Excellence in Customer Service Fully aware of customer needs, ensures they receive quality products and service, maintains high standards of product quality and speed with service, constantly monitors performance, has a strong eye for detail and cleanliness, presents a positive image through tidy and professional appearance, interacts with customers in a highly effective and proactive manner, and consistently seeks to improve the customer experience. Team Leadership Supervises others and efficiently coordinates their work; delegates tasks appropriately, remains in control in difficult situations, provides clear direction and authority, leads by example, communicates restaurant goals and a motivating vision, links individual performance to achieving restaurant goals, demonstrates principled leadership and sound business ethics, celebrates achievements, regularly coaches staff, and provides ongoing constructive feedback. Business Savvy Identifies problems quickly; assertively develops and implements solutions; manages restaurant flow to ensure customer satisfaction; focuses the team on critical business issues; plans, organizes and delegates work for peak efficiency; ensures understanding and use of available business tools; accurately analyzes financial data, identifies trends and takes appropriate action, follows up to ensure 100% implementation; understands key business drivers and uses this knowledge to build sales and achieve margin targets. Team Development Identifies appropriate staff development needs and action plans, ensures time is available for crew development, is tenacious in ensuring that all employees receive the opportunity to learn and demonstrate new skills, transfers knowledge to others, provides resources for development, follows up, gives positive direct feedback, and conducts periodic formal assessment of progress. Restaurant Operations Technically proficient in all aspects of food preparation, production and delivery; displays detailed knowledge of all key food handling/food safety procedures; familiar with basic restaurant equipment troubleshooting; displays detailed knowledge of all company product standards. Educational Attainment / Experience Requirements High school diploma or GED. Supervisory experience in either a food service or retail environment. Demonstrated ability to maintain financial controls and coach and train hourly employees. Proven ability to drive customer satisfaction, financial performance and employee satisfaction. Disclaimer The list of requirements, duties and responsibilities is not exhaustive but is merely the most accurate list for the current job. The Company reserves the right to revise the job description and to require that other tasks be performed when the circumstances of the job change (for example, emergencies, changes in personnel, workload or technical development). #J-18808-Ljbffr