JOB TITLE: General Manager
REPORTS TO: District Manager (DM)
DEPARTMENT: Operations
Rate Type: Exempt
JOB SUMMARY
The General Manager (GM) has overall responsibility for managing daily operations of a single restaurant (10-30 employees) ensuring desired restaurant outcomes (i.e., increased sales, profitability, and employee retention). The GM mobilizes the restaurant management team to oversee the financial controls, operations execution, team development, customer service and overall compliance within the restaurant across all shifts. A GM should be able to work long and /or irregular hours, including extra shifts, as needed, for proper functioning of the restaurant.
PRINCIPAL RESPONSIBILITIES AND ACTIVITIES:
Leads Operations Excellence: Directs efficient and accurate preparation of products for prompt customer delivery within the established speed of service guidelines.
- Provides production direction to team in a clear, concise and positive way and coaches others to achieve operations success.
- Sets an example for team by working hard to implement shift plan and ensure swift and smooth production.
* Identifies and resolves bottlenecks in food preparation and order delivery to increase speed of service * Identifies and notifies the right people involved to resolve restaurant equipment problems.
- Demonstrates patience and a positive attitude with team while delegating tasks and giving instructions.
- Monitors operational programs, processes and metrics (REV/EcoSure) to identify restaurant issues; Involves management team in resolving operational challenges.
Leads Customer Service: Motivates and directs team members, shift supervisors and assistant managers to do what it takes to exceed customer expectations with food and friendly service in clean surroundings.
- Makes a professional impression on customers and team through positive, courteous, and friendly attitude and proactive interaction to seek feedback on customer experience.
- Resolves customer complaints in a timely, friendly and professional manner.
- Directs team to take pride in the details of delivering quality food and good service in a clean environment.
- Demonstrates flexibility to meet different team needs to ensure quality food and good service in a clean environment.
- Identifies local strategies to market the restaurant and promote restaurant involvement in the community.
Builds Team Talent: Provides coaching and feedback to team and managers on team stations, BK products and policies, Company processes and policies; leads restaurant management team in recruiting, selecting, hiring and retaining effective team talent.
- Delegates work to team members in a way that encourages them to work together during shift to ensure the restaurant operates efficiently.
- Coaches team members on team stations and making them feel their contributions are valuable.
- Review restaurants operational and financial goals and results. Set challenging goals for self and team.
- Coaches management team with knowledge of employment laws and policies and delegates responsibilities in building team talent.
- Leads the development and implementation of strategies to identify/hire/promote/orientate effective team talent; assists DM with management recruitment and selection.
- Identifies effective team members who are “at-risk-of-departing” and takes appropriate action for retention.
- Maintain order and discipline among employees supervised, including reprimands, suspensions and employment termination.
Manages Restaurant Profit: Assumes full accountability for the restaurant profit and loss management by implementing cash control/security procedures; maintaining inventory; managing labor; and reviewing financial report analysis to enhance restaurant results.
- Optimizes profit and loss by ensuring proper scheduling and positioning of team and management.
- Oversees the forecasting, ordering, accounting and maintaining of restaurant product and supply inventories.
- Coaches team to effectively implement marketing/sales strategies (i.e., up selling tickets).
- Seeks best practices from others to enhance use of restaurant financial controls and efficient operations.
- Coaches management team to identify new ways to enhance restaurant profit and loss and labor management.
- Removes performance barriers and seek resources for team and restaurant to perform well.
Ensures Restaurant Compliance: Enforces compliance of government regulations, employment law, food safety, security policies, operations policies and procedures relating to all restaurant activities across all shifts.
- Directs the team to maintain restaurant and equipment cleanliness and sanitation standards.
- Takes initiative to immediately act on violations of safety, sanitation or security policies by reporting violations to DM and performing appropriate damage control; and identifying long-term prevention measures.
- Motivates and educates team members to maintain a safe and secure environment for customers and other team members
- Shows DM that he/she can be relied upon to maintain restaurant compliance.
- Works with restaurant management to identify indicators of compliance issues across shifts; Leads restaurant audits
MINIMUM QUALIFICATIONS:
1. Must be at least eighteen (18) years of age.
2. High school diploma or equivalent, with some college preferred
3. Demonstrated leadership skills, preferably in a restaurant or in the retail/hospitality industry
4. English language proficiency that enables speech expression clarity and proficient reading and verbal comprehension
5. Proficient math skills
6. Ability and willingness to complete all required training (i.e. Servsafe, BKC training as assigned)
CRITICAL RELATIONSHIPS:
1. Reports to District Manager
2. May be coached by Director Of Operations
3. Supervises Restaurant Team Member and Management Team
POTENTIAL CAREER PATH NEXT STEPS:
1. Greater responsibility as a GM at a higher volume/traffic restaurant
2. Certified Restaurant Trainer
3. District Manager
