Assistant General Manager

Position Summary

The Assistant General Manager (AGM) is the operational leader of the café and serves as the General Manager's second-in-command. This role is responsible for executing the daily operation, developing staff, and ensuring an exceptional guest experience in support of the broader financial and operational goals.

The AGM is a visible, hands-on leader who thrives in a fast-paced, high-volume environment. Working closely with the General Manager, the AGM ensures the café operates efficiently seven days a week, maintains the highest hospitality standards, and develops a culture of accountability, teamwork, and excellence.

Primary Responsibilities

Operational Leadership

• Direct all day-to-day café operations while maintaining exceptional service standards.

• Serve as Manager-on-Duty and primary operational decision-maker during assigned shifts.

• Clearly communicate priorities, goals, and service expectation s to staff and lead them in achieving these daily.

• Ensure consistent execution of company standards for hospitality, food quality, beverage quality, cleanliness, and safety.

• Monitor café flow and make real-time operational decisions to maximize efficiency and guest satisfaction.

• Oversee opening, mid-day, and closing procedures.

• Ensure compliance with all health department regulations, food safety standards, and company policies.

Team Leadership & Development

• Directly supervise hourly team members.

• Recruit, interview, hire, onboard, and train new employees.

• Coach and mentor team members to build future leaders within the organization.

• Conduct performance reviews and provide regular coaching and accountability.

• Address employee performance concerns professionally and promptly.

• Foster a positive, respectful, and high-performance workplace culture.

• Promote employee engagement, recognition, and retention.

Financial & Business Performance

• Partner with the General Manager to achieve sales, labor, and profitability goals.

• Manage labor to adapt to the pace of business while maintaining the guest experience.

• In concert with the General Manager, monitor daily sales, labor percentages, and key performance indicators.

• Assist with inventory management, ordering, receiving, and cost controls.

• Reduce waste through effective product management and operational discipline.

• Identify opportunities to improve efficiency, increase revenue, and enhance profitability.

Guest Experience

• Lead by example in delivering warm, genuine hospitality.

• Build relationships with regular guests and cultivate a welcoming community atmosphere.

• Resolve guest concerns with professionalism, empathy, and urgency.

• Ensure every guest receives consistent, memorable service.

Administrative Responsibilities

• Assist with weekly schedules, payroll review, and labor reporting.

• Maintain accurate operational documentation and records.

• Coordinate equipment maintenance and vendor communication as needed.

• Support implementation of new menu items, systems, promotions, and operational initiatives.

• Maintain compliance with company standards and operational procedures.

Leadership Expectations

The Assistant General Manager is expected to:

• Lead from the floor rather than from the office.

• Build trust through consistency, fairness, and accountability.

• Make sound operational decisions under pressure.

• Develop managers and team members through coaching and mentorship.

• Communicate clearly and professionally with employees, guests, and vendors.

• Demonstrate ownership of café performance and proactively solve problems.

• Protect and promote the company's culture and values.

• Step into the General Manager's responsibilities when needed.

Qualifications

Required

• 3–5+ years of restaurant, café, or hospitality management experience.

• At least 2 years leading teams in a high-volume restaurant or café.

• Demonstrated success managing labor, scheduling, and operational execution.

• Strong leadership, coaching, and interpersonal skills.

• Excellent communication and conflict-resolution abilities.

• Strong organizational and time-management skills.

• Ability to remain calm and effective during high-volume service periods.

• Flexible availability, including weekends and holidays.

Preferred

• Experience in breakfast, brunch, specialty coffee, or fast-casual dining.

• Experience supervising teams of 15+ staff .

• Food Manager Certification .

• Experience usin g TOAST, 7shifts, and related software

Physical Requirements

• Ability to stand and walk for extended periods.

• Ability to lift up to 50 pounds.

• Ability to bend, reach, carry, and perform physical tasks associated with restaurant operations.

• Ability to work in a fast-paced environment with frequent interruptions and changing priorities.

Key Performance Indicators (KPIs)

Success in this role is measured by:

• Guest satisfaction and online review performance.

• Labor cost management.

• Food and beverage cost control.

• Employee retention and engagement.

• Speed of service and operational efficiency.

• Health and food safety compliance.

• Sales growth and profitability.

• Development and promotion of team members.

What We're Looking For

We're seeking a leader who enjoys being on the floor, coaching people, solving problems, and creating memorable guest experiences. The ideal candidate is energetic, approachable, detail-oriented, and passionate about hospitality. They take pride in building strong teams, driving operational excellence, and helping the café grow while maintaining a positive, supportive culture.