Restaurant General Manager

Restaurant General Manager

The Restaurant General Manager is responsible for leading the restaurant team to deliver outstanding guest experiences, achieve sales and profit targets, and ensure compliance with all brand standards. The RGM drives culture, training, and execution, serving as the key leader in the daily operation of the restaurant and strict adherence to uniform standards and company policies. The position requires a valid driver's license, reliable vehicle for transportation, active car insurance, and basic computer skills. The RGM must successfully pass all ROCC evaluations at all times, complete bank deposits as required, and be available for relocation if business needs require.

Key Responsibilities:

Operational Leadership

• Ownership of your restaurant's success metrics and lead restaurant team to reach goals
• Lead the guest experiences in your restaurant that includes friendly interactions, a clean restaurant and fresh meals
• Manage all daily restaurant operations including food preparation, service, safety, and cleanliness.
• Maintain full compliance with KFC standards and all local/state health regulations.
• Execute marketing promotions and ensure product quality and consistency.

People Leadership

• Recruit, train, and develop Shift Supervisors and Team Members.
• Grow and mentor your KFC family through training, development and onboarding new team members
• Lead communications of your team's goals, upcoming promotions, business updates, etc
• Inspire the overall positive and collaborative family environment
• Conduct daily pre-shift meetings and weekly performance reviews.
• Create a positive work environment focused on teamwork and accountability.

Financial & Administrative

• Control labor, food cost, and other controllable expenses to meet budget goals.
• Accurately complete all reports including sales, inventory, and cash handling.
• Review daily sales and labor performance and take corrective action as needed.

Customer Focus

• Ensure every guest receives exceptional service and product quality.
• Address guest feedback promptly and professionally.
• Implement programs to drive repeat business and increase sales.

Compliance & Safety

• Enforce all safety, sanitation, and security procedures.
• Maintain accurate team records, schedules, and timekeeping.
• Ensure the restaurant is always inspection-ready.

Communication & Reporting

• Communicate daily with Area Coach regarding performance and opportunities.
• Ensure all training certifications, recertifications, and brand programs are completed on schedule.

Success Factors

• Leads by example with high standards in customer service, food quality and cleanliness
• True business partner and has an ownership mindset relating to business results
• Mentors and coaches team effectively through training and development resources
• Builds a team through selecting and onboarding new hires
• Takes absolute pride in everything you do
• Goal-oriented leader that enjoys a fast-pace environment
• Deep appreciation and commitment to customer service and our guest's experience

Expectations:

• Greet Guests:
• Every guest must be greeted with a warm, friendly smile and eye contact within 5 seconds of entering or approaching the counter or drive-thru.
• Use polite and positive phrases such as:
• "Hi, welcome to KFC! How are you today?"
• "Thank you for coming in! What can I get started for you?"

• Provide Efficient Service:
• Take accurate orders quickly and confirm them clearly before processing.
• Maintain professionalism and a calm attitude, even during busy periods.
• Ensure that every order meets KFC quality and accuracy standards.

• Implement Upselling:
• Offer guests value items or upgrades that complement their order, using suggestive selling language. Examples:
• "Would you like to make that a combo today?"
• "Would you like to add a dessert or drink to your meal?"
• "Our new chicken sandwich has been a favorite - would you like to try it today?"
• Upselling is not optional; it is part of our guest service standard and contributes directly to restaurant performance.

• Close with Appreciation:
• Thank each guest sincerely and invite them back.
• Example: "Thank you for choosing KFC! We'll see you next time."