Restaurant General Manager

Location: 036546 - VA Falls Church - Falls Church, VA 22046 Position Type: Restaurant General Manager Supervisor’s Title: Area Coach (AC) Directly Supervises: Associate General Managers / Shift Managers / Hourly Crew Basic Purpose and Objectives of the Position The Restaurant General Manager (RGM) provides overall leadership and direct supervision of operations in an individual restaurant to ensure that the restaurant meets or exceeds its annual operating plan. Focal points include: Driving excellence in customer service Maintaining company standards in product and facility specifications Supervising food handling procedures and operational processes Exercising financial control to meet the restaurant profit margin targets Selecting, training, developing and motivating employees The RGM directly performs hands‑on operational work (as necessary) to train employees, responds to customer service needs or otherwise role‑model appropriate skills and behavior in the restaurant. Principle Accountabilities Customer Satisfaction/Product Quality Maintains fast, accurate service, positive guest relations and ensures products are consistent with company quality standards. Drives customer‑focused culture by serving as role model in resolving customer issues and training managers and crew to meet or exceed customer service standards. Tracks, analyzes and resolves sources of customer complaints. Ensure that food safety standards are met. Financial Develops and drives restaurant annual operating plan. Analyzes sales, labor, inventory and controllables on a continual basis and takes corrective action to meet or achieve margin and sales growth targets. Trains and mentors subordinates on financial analyses and profitability tips for the restaurant. Develops store CAPEX requests and is the principle interface with all vendors. Operations Ensures that facilities and equipment are maintained to Company standards. Monitors inventory, food preparation and order fulfillment daily to ensure adherence to Company standards. Establishes restaurant speed with service (SWS) targets, monitors performance and resolves bottlenecks to achieve SWS goals. Oversees development and revision of weekly management and crew schedules. Human Resources Directs all restaurant level HR activity including: Personal accountability for crew hiring decisions Learning Zone planning and execution Performance management Compensation Employee relations issues up to and including termination Provides hands‑on training for management staff in Learning Zone and develops all Shift Managers and Assistant General Managers to assume higher level responsibilities. Develops and monitors staffing plans and directs crew sourcing activities. Manages the work environment on all shifts to ensure fair and equitable employee treatment, as well as adherence to all Company, state and federal workplace regulations. Success Measures Achievement of restaurant annual operating plan Margin improvement over previous year sales growth Weekly/Period restaurant performance in sales, labor, ICOS and controllables PRC results and OSAT scores Learning Zone certification levels, crew turnover and staffing levels Qualifications Knowledge and Skill Requirements Delivers Excellence in Customer Service Fully aware of customer needs and ensures they receive quality products and service. Ensures work is to the correct standard and possesses extremely high standards of product quality and speed with service, constantly monitoring performance. Possesses a strong eye for detail and cleanliness; presents a positive image through tidy and professional appearance. Interacts with customers in a highly effective and proactive manner, consistently seeks to improve the customer experience. Demonstrates and emphasizes the importance of a winning customer experience; uses customer feedback tools and techniques in making decisions and improving restaurant performance. Team Leadership Supervises others and efficiently coordinates their work, delegating tasks appropriately. Remains in control in difficult situations, provides clear direction and authority. Gets involved in a hands‑on manner and leads by example, asserting authority. Communicates restaurant goals and a motivating vision, linking individual performance to achieving restaurant goals. Demonstrates principled leadership, sound business ethics, celebrates achievements, recognizes and rewards others. Regularly coaches staff to drive performance against objectives, providing ongoing constructive feedback. Demonstrates passion, enthusiasm and intensity; acts as a role model. Business Savvy Identifies problems quickly, asserts solutions, manages restaurant flow to ensure customer satisfaction. Focuses the team on critical business issues; plans, organizes and delegates work for peak efficiency. Ensures understanding and use of available business tools by team members. Accurately analyzes financial data, identifies trends and takes appropriate action; follows up to ensure implementation. Understands key business drivers and uses knowledge to build sales and achieve margin targets. Team Development Identifies appropriate staff development needs and action plans, ensuring time for crew development. Tenaciously ensures all employees receive opportunities to learn and demonstrate new skills. Transfers knowledge to others by clearly demonstrating procedures, maintaining high standards and walking the talk. Provides resources for development, follows up and gives positive, direct feedback. Provides ongoing coaching and feedback, including periodic formal assessment of progress. Restaurant Operations Technically proficient in all aspects of food preparation, production and delivery. Displays detailed knowledge of all key food handling/food safety procedures. Familiar with basic restaurant equipment troubleshooting. Displays detailed knowledge of all company product standards. Educational Attainment/Experience Requirements High school diploma or GED. Supervisory experience in either a food service or retail environment. Demonstrates ability to maintain financial controls and coach and train hourly employees. Proven ability to drive customer satisfaction, financial performance and employee satisfaction. Disclaimer The list of requirements, duties and responsibilities is not exhaustive but is the most accurate list for the current job. The Company reserves the right to revise the job description and require other tasks when the circumstances of the job change (e.g., emergencies, changes in personnel, workload or technical development). #J-18808-Ljbffr