General Manager

General Manager35 Walpole St., Suite 101, Stafford, VATitle: Salaried Restaurant General Manager (Salaried RGM)Purpose of the Position:The person holding this supervisory position is responsible and accountable for: planning work, the daily operation of the restaurant, hiring and training team members, directing the activities of team members, and rewarding or disciplining team members; and, performing these functions in ways that assure compliance with all Company policies and procedures, customer satisfaction, a high level of team member morale and the attainment of sales and profit objectives. The RGM holds the highest position in the restaurant and reports directly to the District Manager.Essential Functions:The following accountabilities are essential to this position and a high degree of performance must be achieved in each in order for the incumbent to be successful. These accountabilities are organized according to our six Key Result Areas.I. ProfitabilityA. PlanningParticipates with the District Manager (OM) in developing input for the yearly sales budget.Executes plans to achieve consistent sales growth and profit growth.Achieves planned/budgeted profits. This involves:a. Using established control systems and procedures to measure actual results and to identify deviations from planned results.b. Developing and implementing corrective action plans to assure actual results conform to plan.B. Policies: Complies with all Company policies and procedures, including but not limited to, those relating to inventory, cash, payroll, food handling, interactions with guests, team members, and vendors, and legal compliance.C. Manages and Controls Cash: Ensures that that all cash and checks, minus the change fund is correctly deposited, credit card transactions are correctly settled, and cash over or short is minimized.D. Controls cash drawers and team member "banks", following all established manual and computer procedures.E. Manages and Controls Cost of Sales: The actual cost per the P&L must be equal to or between Ideal Cost and Allowable Cost as calculated in the Product Cost Analysis report and Bonus Calculation Sheet. This includes these processes:a. Checks in products as received off of delivery vehicles to verity product quality and verifies that amounts charged for on delivery receipt/packing slips are for amount of goods received.b. Uses a two-wheeled hand truck to unload and products, assists and oversees other team members in proper storage of products. Weight of items varies from 10 to 50 pounds. Full load on two-wheeled hand truck may exceed 500 pounds. Generally, ensures that more than one person is available to perform this task.c. "Autoposts" inventory received, or enters on inventory record the amount and cost of each product item received, as noted on delivery receipt/packing slip.F. Manages and Controls Cost of Labor: Ensures that "Flow-thru" targets/goals are achieved; actual hours used do not exceed the established labor model/matrix; and, team member productivity is maximized. This includes these processes:a. Organized... a place for everything, and everything in its placeii. Lineal Flow... eliminate or minimize back trackingiii. Have all items located closest to the next step in the product assembly processiv. Minimize the number of steps taken and the reach needed for all itemsb. Assuring that team members are thoroughly trained.c. Ensuring that "prep levels' are adequate for the forecasted volume of business for the day, including: products thawing/tempering; raw product prep; preassembled pizza and other products; and so on.d. Ensuring that food preparation areas, make table, cut table, and service areas are stocked appropriately before each shift and maintained during peak volume periods.e. Ensuring products are prepared quickly in accordance with time standards.f. Ensuring that tables vacated by customers are cleared, cleaned, sanitized and reset quickly.II. Customer SatisfactionA. Maintains positive customer relations, which includes:Assuring personal behaviors and team member behaviors toward all customers are courteous, attentive, respectful, and enthusiastic.Assuring a comfortable environment for customers.Executing "Floor Management" by directing activities and greeting and interacting with customers on each shift worked.Immediately resolving customer complaints by apologizing first and then assuring the satisfaction of the customer. Complaints may be received in person, by phone, or in writing. Consult with the DM if the customer is not satisfied with your suggested resolution.B.L.A.S.T. is the acronym we use for our complaint resolution process:Believe the customerListen to the customerApologize to the customerSatisfy the customerThank the customerB. Ensures customers receive prompt, quality service. This includes:Scheduling the correct number of team members for forecast sales volume; and deploying those Team Members in the correct job roles.Following established service guidelines and procedures to assure all Hospitality Standards are achieved.Directing team member activities to assure speed of service standards are met or exceeded, including product preparation times and delivery times.Personally serving customers as required to meet the demand of the volume of business.Ensuring customers are greeted properly and seated as quickly as appropriate.Recognizing and dealing effectively with the special needs of customers.Ensuring that customer orders are taken promptly, prepared accurately, and served quickly.Ensuring customer follow-up, which means servers check back with customers frequently to see if there is anything else needed.Ensuring immediate attention is given to customers ready to pay, either by prompting servers to complete the table cashout procedure or by performing the transaction of cashing out customer as needed.Ensuring the phone is answered promptly and courteously, following the Telephone Service Essentials.Responding to customers at pickup counter and drive-thru window; finding order; collecting money for the order; verifying order to customer; and, thanking customers.Dispatching orders for delivery customers as required to meet the demands of the volume of business, grouping orders by geographical destination and instructing drivers as they arrive and depart which orders to take with them and where to go.Delivering pizzas as necessary to meet the demands of the business.Ensuring customers are thanked for their business.C. Ensures quality ingredients are used to prepare all products. This includes:Maintaining Food Safe Temperatures for all ingredients and products.Ensuring food preparation utensils and food contact surfaces are property cleaned and sanitized.Ensuring that procedures for receiving, handling and storing ingredients are followed.Recognizing and correcting any raw ingredients or product problems.Maintaining inventory levels which assure product freshness and no outages.Eliminating the potential for cross contamination.Ensuring that proper procedures are followed to prepare ingredients (dough, sauces, meats, cheeses, and vegetables).Ensuring salad bar is maintained according to standards of operation (restaurant only).Personally preparing ingredients as necessary.D. Ensures quality products, which includes:Planning dough, ingredient and product preparation to meet sales volumes and personally preparing these items, as necessary, to meet the demand of the businessPerforming a product cookability test to verify proper oven and belt speed and informing the District Manager of any adjustments needed.Following proper procedures to process customer orders.Personally preparing and cooking menu items as required to meet the demands of the volume of business.Taking every appropriate action, including driving to another restaurant to pick up product, to resolve outage or potential outage situations.Maintaining inventory levels which assure product freshness and no outages.