Overview:
The General Manager leads the restaurant to achieve operational excellence, financial success, and high levels of guest satisfaction. Serves as the local face of Pollo Campero, driving a culture of engagement, accountability, and continuous improvement. Oversees all aspects of the restaurant, including people, operations, financial performance, and customer experience.
Responsibilities:
Operational Excellence
- Coordinates daily front- and back-of-house restaurant operations
- Establishes objectives and goals for operations and supervise daily shift execution
- Ensures all daily operations meet company standards for food quality, service, safety, and sanitation
- Organizes schedules in compliance with labor laws; track employee hours and maintain accurate payroll records
- Proactively identify and resolve operational issues with a problem-solving mindset
- Maintain high standards of cleanliness, safety, and organization, ensuring compliance with company policies and local health regulations
- Identify and implement operational improvements to increase efficiency, profitability, and service quality
People Leadership
- Leads, coaches, and develops Shift Managers and team members to create a high-performing, engaged team and ensure smooth, efficient operations
- Promotes a positive, energetic, and customer-focused culture
- Coordinates recruitment, selection, and onboarding in partnership with HR to maintain full staffing levels
- Trains Shift Managers and team members in operational procedures, service standards, and company policies
- Provides ongoing feedback, performance evaluations, corrective actions, and career development guidance
- Ensures team compliance with operational procedures, service standards, uniform policy, and all company policies
- Ensures all People Processes are executed in compliance with federal and state labor laws
- Support continuous improvement initiatives and promote a culture of learning and development
Customer Experience
- Models and ensures the delivery of Pollo Campero’s Passion for Service philosophy
- Addresses guest complaints professionally, promptly, and effectively
- Interacts directly with guests to gather feedback on product quality and service levels
- Analyzes customer feedback and implements initiatives to improve guest satisfaction, build loyalty, and increase returning guests
Financial Management
- Takes full ownership of the restaurant P&L, ensuring sales, labor, food, and operational costs are within budget and financial targets
- Monitors daily, weekly, and monthly financial reports; identify variances and implement corrective actions
- Monitors daily, weekly, and monthly inventory and place orders with vendors to maintain optimal stock levels
- Analyzes sales trends, labor performance, and cost metrics to drive operational and financial decisions
- Identifies opportunities to increase revenue and improve operational efficiency
- Oversees cash handling procedures, including deposits, petty cash, and daily reconciliations (coin orders, safe counts, shift deposits, and daily deposits)
- Ensures all employees follow accurate cash handling procedures and conduct cash audits to protect against financial losses
Expected Behaviors
- Friendly, welcoming, and service-oriented attitude; models a culture of operational excellence and Passion for Service
- Energetic Team Leader: inspires, coaches, and develops employees while driving engagement and performance
- Consistently upholds REIR values and models CMI behaviors
- Maintains a guest-first mindset at all times
- Takes full ownership of restaurant outcomes and responsibilities
- Holds self and team accountable to service and operational standards
- Demonstrates positive energy and a strong sense of urgency
- Collaborates effectively with team members to achieve operational goals
- Attention to detail in all aspects of operations
- Remains calm, focused, and solution-oriented under pressure
- Demonstrates reliability, punctuality, professionalism
- Proactively supports the operation and the team wherever is needed
- Demonstrates willingness to learn, grow, and develop new skills
Requirements:
- High School Diploma or equivalent required; Associate’s or Bachelor’s degree in Business, Hospitality Management, or related field preferred
- 1+ year of management experience in the QSR or restaurant industry, with direct responsibility for P&L management
- Proven track record of successfully managing restaurant financials, including controlling labor, food, and operational costs, and driving profitability
- Demonstrates strong leadership skills, including managing, coaching, and developing, and retaining teams
- Deep commitment to guest satisfaction, with a track record of delivering excellent customer service and driving a customer-first culture
- ServSafe Certification required
- English required; Spanish bilingual preferred
- Ability to lift and push up to 50 lbs.
- Ability to stand for extended periods
- Ability to use Microsoft Outlook, Excel, and Word, as well as restaurant systems.
- Ability to thrive in a fast-paced environment and manage multiple priorities
- Flexible work hours, including evenings, weekends, and holidays as needed
- Excellent interpersonal and communication skills
- Must adhere to company food safety and personal hygiene standards
- Must be legally authorized to work in the United States
Pay: $65,000.00 - $70,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Paid training
- Vision insurance
Work Location: In person
