General Manager

General Manager

The General Manager (GM) is responsible for running a profitable restaurant and for making sure the restaurant meets the company's critical customer standards of Quality, Service, and Cleanliness (QSC) via all 9 McDonalds Systems. The general manager reports to the area supervisor and leads a team of managers. The GM works with their team of managers to set the restaurant's goals and creates a plan to achieve those goals.

As a GM you are responsible for completing a whole job – running a successful McDonald's franchise restaurant at all times. How you accomplish that job is solely at your discretion. When your restaurant falls short of expectations and goals, you fall short of performing well. You are expected to work whatever hours necessary to accomplish the goals, objectives, and targets. As a guiding principle, you are expected at a minimum to work five shifts per week, at 9 hours a day. You are expected to work different dayparts if the business requires it. It is good practice for the GM to work all dayparts at least once in the course of the month. This will ensure exposure and awareness of all day parts so they can address business opportunities while becoming familiar with all of their employees.

Job Responsibilities

In addition to following company policies and procedures, main responsibilities include, but are not limited to:

People

• Leads by example and is a role model for the standards and behaviors consistent with McMarro Company Policies and company culture
• Shows respect for others and is sensitive to cultural/generational differences
• Fosters a positive and welcoming environment for all restaurant employees and guests
• Inspires and motivates the team to meet its goals (e.g., by implementing friendly competitions, rewarding individuals for meeting targets)
• Shows that training and development is a priority by planning for it and removing obstacles
• Consistently follows the company's hiring tools, resources, and processes, to make the best hiring and promotion decisions for the restaurant
• Consistently follows the company's tools, resources, and processes, to prevent work related injuries and customer accidents
• Develops shift leaders to ensure the restaurant has the right team to lead into the future
• Participates as an active member of the team by helping and supporting team members as needed at the restaurant, in his/her patch, and across the organization
• Deals directly with difficult or sensitive issues at work and finds solutions for such issues
• Ensures breaks are given to employees according to policy

Performance and Customer Excellence (PACE)

• Reviews and uses information from a variety of sources to identify opportunities for improving the restaurant (e.g., past performance, restaurant reports, PACE portal, suggestions from managers and crew)
• Creates basic action plans for improving the restaurant's performance (e.g., identifies what he/she wants to accomplish, creates ideas, determines necessary steps to make the plan happen, puts the plan into place and tracks progress)
• Generates and shares new ways for the restaurant to improve the experience of the customer, this can include asking customers for their feedback and using it to make changes
• Always role models commitment to outstanding service and customer recovery
• Follows up with customers to ensure problems are solved; makes it right for the customer
• Keeps up-to-date on new products and promotions and ensures the employees are as well
• Proactively identifies issues, needs, and safety risks and addresses them immediately
• Ensures that food safety and security standards are met and adhered to consistently
• Ensures planned maintenance and general cleanliness responsibilities are being completed and is reflected in the equipment and the appearance of the restaurant (indoors and outdoors).

Business Results

• Communicates the restaurant's business plan and actions for achieving the plan
• Removes barriers in order to move business goals forward and/or get back on track
• Acts with a sense of urgency and executes against high standards
• Utilizes resources, including boss and peers to solve restaurant problems or improve restaurant performance
• Tracks and monitors key performance measurements (e.g., PACE, food costs, labor costs, TPMH, turnover, etc.) to identify potential issues and solutions
• Holds self and employees accountable for results achieved (e.g., addresses performance as needed, conducts PRs on a timely basis)
• Demonstrates a "can-do" attitude, sense of optimism, ownership, and commitment for getting results
• Demonstrates a willingness to do the right thing for both the restaurant and its customers
• Makes decisions that protect the company and the McDonald's brand
• Delegates and follows up with initiatives and is proactive in carrying out job responsibilities

Leadership Behaviors

• Stays calm in stressful and fast-paced environments; handles pressure and uncertainty with ease
• Demonstrates an openness to change and new ways for accomplishing work by talking about changes in a positive, optimistic way; inspires buy-in
• Shows others he/she is listening through body language (e.g., eye contact, not acting distracted)
• Asks for personal feedback from others
• Seeks out and listens carefully to others' opinions and ideas during discussions; asks questions to help clarify others' point of view
• Communicates clearly, consistently, and openly with the restaurant team, GM, supervisor and company leadership

This job profile contains general information about what is expected of a general manager but is not a complete description of all duties of the job. People who work in restaurants perform a number of different tasks every day. This profile does not list every essential function of the job. Failing to improve your restaurants results can lead to disciplinary action. McMarro reserves the right in its sole discretion to amend, modify, or terminate this job profile along with any compensation plans or programs, benefits, and other terms and conditions of employment at any time.