General Manager

General Manager

As a General Manager, you'll be the spark that keeps the flame alive, leading a passionate team, driving success, and ensuring every guest gets a taste of the Loco experience. You'll oversee all restaurant operations with a focus on quality, growth, and building a team that's as fired-up as you are. Ready to ignite your flamin' good career?

Position Purpose

The General Manager assumes full accountability for the comprehensive operations of an El Pollo Loco restaurant, encompassing all facets of the business. Leading initiatives aimed at providing an exceptional and consistent experience for both customers and team members, this position meticulously ensures adherence to all El Pollo Loco policies, procedures, and standards while striving to meet or exceed sales and profitability targets. Accountabilities include maintaining optimal staffing levels and fostering the professional growth of the restaurant team to effectively execute all operational objectives.

Essential Duties and Responsibilities

• Strategically manages, coaches, and recognizes team member performance to drive efficient and effective restaurant operations.

• Executes and trains team on opening and closing procedures in alignment with El Pollo Loco policies, overseeing restaurant setup, food preparation, and cleaning processes.

• Optimizes labor and workforce planning through effective and efficient team deployment and scheduling. Ensures staffing levels are aligned with anticipated sales volume in alignment with current labor modeling to uphold productivity and customer service standards while meeting labor hour targets.

• Provides hands-on support by ensuring proper coverage of all restaurant workstations. May be required to provide backup support to cover team member breaks, as necessary.

• Proactively monitors and adjusts food production to align with business needs and maintain food cost standards.

• Maintains focus on guest service and speed of service, ensuring achievement of company goals for timeliness. Educates team on restaurant operational efficiency metrics and ensures compliance with standards.

• Enforces uniform and grooming policies and procedures to ensure compliance among all team members, seeking guidance from Human Resources on any accommodation requests.

• Oversees daily compliance with restaurant walk-throughs to enforce and address safety and cleanliness protocols.

• Collaborates with Operations Services team to ensure proper team member training.

• Accountable for team's adherence to health department and food safety standards.

• Enforces safety practices and Quality Service Cleanliness (QSC) standards among team members.

• Accountable for ensuring compliance with all restaurant security protocols to safeguard employees and customers, including, but not limited to, complying with and enforcing all food safety and workplace safety standards, strict adherence to all cash handling policies.

• Accountable for enforcing EPL's policies and procedures consistently across the restaurant; escalating issues or seeking feedback from the Area Leader or HR to ensure proper handling of complex situations.

• Executes and holds team accountable for timely and proper reporting procedures for work-related accidents and incidents.

• Manages and performs administrative duties, including cash register assignments, conducting pre- and post-shift cash audits to ensure accuracy, and securely managing funds according to EPL cash handling protocols.

• Analyzes the restaurant's Profit and Loss (P&L) statements to evaluate performance against EPL objectives, focusing on Sales, Discounts, Food Cost, Labor Cost, and other expenses.

• Manages communication channels by ensuring phone calls are answered, email inquiries are responded to, and efficiently handles customer complaints and requests.

• Promotes and manages the restaurant's catering program with customers and through local marketing efforts. Ensures accuracy and timeliness in verification and deliveries.

• Conducts weekly inventory checks, places food orders with approved vendors, and updates inventory information within the inventory database.

• Schedules workforce ensuring labor hours are adequate to provide required level of service that is based on sales projections and labor hour guidelines.

• Oversees hiring processes in the restaurant, from interviews, references, I-9 verification, and new hire orientations, ensuring all restaurant staffing requirements are effectively and compliantly achieved.

• Ensures all team members are complying with the time keeping policies, including with respect to EPL's strict prohibition against off the clock work.

• Conducts performance reviews, assesses performance, documents team member policy and procedures non-compliance, and executes performance management as needed.

• Maintains a continuous improvement mindset - welcomes customer feedback and addresses any comments or concerns they may have. Ensures that all feedback is promptly and swiftly resolved.

• Fosters open team communication and ensure all team members are treated with respect and dignity.

• Promptly reports any claims of harassment, discrimination, retaliation, wage and hour violations, bullying, workplace violence, or other inappropriate behavior to the Area Leader and People Services (HR) Manager.

• Performs other duties as assigned by management to support restaurant operations.

Qualifications – Education, Experience, License/Certifications

To perform this job successfully, an individual must be able to satisfactorily perform the essential functions of the job. Reasonable accommodation will be made to enable individuals with disabilities to perform the essential functions of the job. The requirements listed below are representative of the education and/or experience required.

Education/Work Experience:

Must be at least 18 years old. High school diploma or equivalent (GED) preferred. Must be an EPL Assistant Manager or have the equivalent of 3 or more years of management experience, preferably in a restaurant environment.

License/Certifications:

• Must obtain Serve Safe Certification and pass the EPL Food Safety Audit (FSA) class upon hire.

Knowledge, Skills, and Abilities:

• Experience with recruiting, building, and developing a team

• Ability to lead by example, coach, and train team members in various roles to meet operational needs and customer expectations.

• Enthusiastic and positive demeanor, with a genuine passion for providing exceptional customer service.

• Willingness to be cross-training to develop skills sufficient to provide coverage in other areas of restaurant operations as needed.

• Ability to work in a fast-paced environment while maintaining a positive attitude.

• Strong communication, attention to detail, and organizational skills; ability to speak, write, and comprehend basic English.

• Ability to multitask and prioritize tasks effectively.

• Flexibility to work various shifts, including weekends and holidays.

• Ability and willingness to transfer to different locations within the assigned area based on operational needs, ensuring efficient and effective management of resources across multiple restaurant sites.

• Demonstrated reliability and punctuality, with a commitment to meeting scheduled work shifts and assignments.

• Willingness to learn and adapt to changing procedures and protocols.

• Commitment to upholding company values and standards of excellence in customer service.

Physical Demands

The physical demands described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation will be provided to qualified individuals to enable them to perform the essential functions of their job.

• Regularly stands, talks, hears, uses close and distance vision, tastes, or smells.

• Repetitively reaches, handles, feels, and/or grasps objects with hands.

• Occasionally bends, stoops, kneels, crouches, and/or crawls.

• May independently lift objects weighing up to 20 lbs., and 40 lbs. with assistance

• Regularly exposed to noise; occasionally exposed to heat, burn hazards, and/or wet surfaces.

• The position may be exposed to certain cleaning chemicals in the performance of their job.

What's in it for you?

STRONG culture recognized as a Great Place to Work® and driven by our core values: Simple. Together. Relentless. Ownership. Nimble. Growth

• Competitive pay and quarterly bonus potential
• Career growth opportunities
• Tuition reimbursement
• Great work-life balance, no overnight shifts
• Free meal during your shift
• Employee discount on food
• Flexible Schedule: Full-Time

• Medical + Dental + Vision Insurance + HSA Savings Account
• Paid vacation and sick time
• Employee Assistance Program
• Flexible spending accounts, Life Insurance, Legal Insurance, and Pet Insurance
• 401(K)