General Manager

The General Manager is responsible for executing the store plan to achieve established standards, sales, local marketing programs and profits. The General Manager will staff, train, operate, and maintain the store such that customer satisfaction is maximized.

• Sales and Profits
  • Meet budgeted sales targets.
  • Set controllable cost targets.
  • Meet controllable cost targets.
  • Develop and execute a local store marketing plan (promoting Wendy’s in the community) in response to market conditions such as competitor pricing and other competitor activities.
  • Respond to competitor activities aimed at diverting store business.
  • Develop and execute a plan to improve sales and profits.
• Operating Budget
  • Set store budget goals monthly.
  • Meet monthly budget goals.
  • Communicate anticipated variances to the District Manager.
  • Develop appropriate time‑definite plans to resolve unfavorable trends in controllables, Q.S.C., sales and profits.
  • Review, analyze and communicate budget, P+L information to staff and manager.
• Staffing
  • Hire, train and terminate subordinate managers.
  • Ensure and maintain adequate bench strength in management team.
  • Ensure co‑manager has adequate crew depth for each shift.
  • Utilize W.O.T.C. program.
  • Maintain process for handling applications and files.
• Quality
  • Train store personnel (management and crew) to execute procedures for preparation and serving of quality products.
  • Talk with customers during walk‑throughs and when off‑line to determine product and service quality.
  • Resolve customer complaints within 24 hours of receipt.
• Service
  • Takes service times and determines efficiency.
  • Train store personnel to respond promptly to customer needs.
  • Train store personnel in customer courtesy.
  • Train store personnel to solicit feedback to determine customer satisfaction.
• Cleanliness
  • Train store personnel to maintain store cleanliness during shifts.
  • Write store cleaning plan.
  • Execute cleaning plan through delegation to the management team.
  • Achieve above satisfactory Q.S.C. scores consistently.
• Training
  • Train store personnel to execute new products to company standards.
  • Train store personnel in company standards (Quality, Service and Cleanliness), as these standards are modified by operational changes.
  • Orient new managers and crew to the store.
  • Write and manage a development plan for each manager based on position descriptions.
  • Manage Crew Orientation and Training process.
  • Promote high‑performing crew members to available crew leader and shift supervisor positions.
  • Train managers in the use of store systems for Q.S.C. and cost controls.
  • Train managers to identify problems and develop alternative solutions.
  • Train and develop managers on Managing Better Shifts skills.
  • Provide leadership and mentoring training to management team.
• Controls
  • Meet or exceed the 80% Q.S.C. level.
  • Conduct own informal Q.S.C. inspections.
  • Manage production labor control and food cost control using flowcharts, build‑to system, and store schedule and positioning system.
  • Monitor and manage store inventory levels to ensure product/item availability.
  • Analyze weekly P+L; review with the management team.
  • Hold weekly manager meeting.
  • Set store priorities, incorporating store and area objectives.
  • Write and execute store plans (based on priorities agreed‑upon with the DM); include responsibilities delegated to other managers.
  • Identify, evaluate and respond appropriately to labor efficiency problems.
  • Maintain, modify as necessary, and utilize store systems to provide consistent operations and customer satisfaction.
  • Establish realistic and meaningful daily operational goals for management and staff.
• Policies and Procedures
  • Follow procedures as outlined in the Operations Manual and other company manuals.
  • Maintain safe working conditions in the store as outlined in company policies and procedures.
  • Follow company policy for cash control and security.
  • Report accidents promptly and accurately.
  • Follow procedures for resolving operational problems indicated by Health Department Inspectors.
  • Manage employee files and time cards strictly in accordance with policies.
  • Manage shifts effectively using guidelines within Managing Better Shifts or similar checklist.
  • Comply with EEO and Labor Law requirements.
  • Ensure…