General Manager

General Manager

The General Manager is a business partner accountable for leading a single Restaurant Management and Associate team to deliver Steak 'n Shake operational and financial standards on all shifts. The General Manager has overall responsibility for assessing Management and Associate performance to identify opportunities for development and coach for improvement. This position has primary accountability for the delivery and implementation of all Steak 'n Shake procedures, policies and specifications which deliver the Steak 'n Shake Vision and Mission. The General Manager will partner directly with his/her Division President and will receive market level support from his/her Human Resource Manager and Field Training Manager / Coordinator to meet the business and strategic objectives of the organization.

Responsibilities:

• Create an environment of sales growth through guest focus and delivery of Steak 'n Shake procedures and policies
• Identify, Train and Develop Trainers, Shift Managers, Managers and Restaurant Managers
• Develop, Focus and Motivate the Management team to consistently deliver the Steak 'n Shake objectives; Delighting Guests, Eliminating Unnecessary costs, Increasing quality, and Reducing Prices
• Train, Coach and Inspire Associates to deliver exceptional service, food and environment to the Guest
• Lead Restaurant team to deliver on key metrics and financial expectations (Field Results Report)
• Manage all restaurant costs to deliver positive cash flow
• Maintain strict compliance with food, health, safety and security standards and procedures
• Create a safe environment free of harassment
• Deliver best in class Gold Standard service
• Lead by Example
• Demonstrate effective decision making and problem solving skills that support the Steak 'n Shake Principles; Relentless Pursuit of Excellence, Exceed Guest Expectations, Golden Rule, Economic Objective and Entrepreneurial Approach
• Lead Labor Management system through Labor Report analysis, schedule approval and execution of shift labor management
• Has the final authority over discipline and termination decisions
• Has the final authority for all hiring decisions

Specific Duties and Responsibilities:

• Customer Satisfaction:
• Build the business by relentlessly pursuing excellence and growing customer traffic over prior year: Effectively interact with Guests to ensure we exceed their expectations with the highest quality food and great service.
• Immediately address Guest concerns and complaints utilizing the Steak 'n Shake Guest Recovery Model - L.E.A.R.N.
• Ensure Guests are immediately recognized upon entering and as they are leaving
• Train and motivate managers and associates to deliver great hospitality toward all guests and other associates
• Consistently and effectively communicate with Managers and Associates through scheduled meetings, communications boards, training sessions and formal and informal coaching
• Create a positive team environment through selecting service oriented Associates who are aligned through ongoing coaching
• Brand Protection:
• Operate in accordance with our Gold Standard expectations and other food safety practices, delighting our Guests with outstanding fresh food and training our valuable people: Verify sales forecast for accuracy in accordance with local influences.
• Execute the 14 point walk – ensuring the facility is radiant, the managers and associates are motivated, stations are appropriately setup / re-stocked for meal periods, and constantly move through the restaurant coaching and directing associates to ensure quality adherence and speed standards are achieved.
• Assess current and future staffing needs, create and execute staffing plans to ensure 100% staffing on all shifts, year round
• Interviews and approves all associate hires utilizing the Select the Best tool – ensuring the candidate exemplifies the 3 I's; Intensity, Integrity, Intelligence
• Develop and train managers and trainers on standards, job requirements and new policies and procedures Monitor food quality, portioning and speed from the EXPO window and resolve any issues immediately
• Deliver Gold Standard service through effective associate and management communication of standards and expectations
• Train and ensure all safety procedures are strictly adhered to
• Financial Growth:
• Manage profitable shifts focused on delighting our guests, increasing quality and reducing prices:
• Approve schedules following the Labor Scheduling System parameters including scheduling breaks, utilizing the 15 minute scheduler and having schedules completed and approved by the DP for posting by 5 pm on Friday
• Validate appropriate staffing levels of well-trained associates on all shifts
• Validate effective food ordering and accurate inventory levels within the restaurant
• Ensure proper receiving of food deliveries, storage and posting into the Food Management System
• Complete weekly, period and quarterly inventory and accurately post into the back office Food Management System
• Manage "other supplies" and small wares to ensure adequate amount of supplies are available at all times
• Maintain strict adherence to the cash handling and banking policies and procedures
• Validating effective completion of shift tools and administrative duties as designed by Steak 'n Shake
• Ensure strict adherence to all State and Federal regulatory laws

Scope:

• Implements procedures, training and programs designed by Steak 'n Shake to effectively deliver the Steak 'n Shake Mission, Vision and Principles
• Interviews and hires Associates within compliance of FLSA and Steak 'n Shake guidelines
• Takes responsibility for financial results
• Serves as a resource to colleagues and as a mentor to less experienced Managers
• Analyzes and provides solutions using Steak 'n Shake programs to resolve complex problems within the restaurant

Key Relationships:

• Primary:
• Restaurant Associates and Trainers
• Restaurant Management
• Division President
• Secondary:
• Field Training Manager
• Human Resource Manager

Requirements:

• High School graduate or equivalent education preferred
• Certified in all Service and Production Stations at Steak 'n Shake or equivalent experience
• ServSafe certified
• Understand Steak 'n Shake policies, procedures, state laws, Health codes, Safe food handling and Sanitation procedures
• Positive, motivating communication skills
• Strong organization and time management skills
• Strong coaching and mentoring skills
• Flexible and adaptable to changing circumstances
• Ability to read, write, perform mathematical calculations and analyze data
• Demonstrate key principles: Golden Rule, Relentless pursuit of Excellence, Exceeding guest expectations, Economic objective, Entrepreneurial approach
• Able to work in excess of 50 hours per week while standing, walking and stretching
• Able to lift, carry, push and pull 30 lbs
• Able to perform any task performed by a service or production associate
• Able to see across the restaurant to monitor and oversee the operation
• Able to legally operate a motor vehicle
• Able to hear, understand and professionally respond to guest and employee inquiries, comments and concerns

Key Performance Indicators:

• Field Results Report (FRR)
• Key Metrics
• Food Management System
• Labor Management System
• Effective working relationship with Above Store Leaders, Restaurant Management, colleagues and direct reports

Career Path:

• Field Training Manager
• Franchise Partner

Competencies:

• Competency - 0-6 Months - 6-12 Months - 12-24 Months
• 1. Self Manages - Advanced - Expert - Expert
• 2. Communicates Effectively - Advanced - Expert - Expert
• 3. Coaches and Develops - Advanced - Advanced - Expert
• 4. Creates Teams - Advanced - Advanced - Expert
• 5. Manages Food Standards - Advanced - Expert - Expert
• 6. Manages Service Standards - Advanced - Expert - Expert