General Manager

Overview

The General Manager (GM) is responsible for managing all aspects of the business to ensure guests are delighted with a fast, friendly, fresh, clean, and in‑stock shopping experience. The GM achieves performance targets, provides craveable food and beverage offerings in a food‑safe environment, and improves financial performance year‑over‑year through the Plan to Win Strategy and demonstration of core values. The GM accomplishes these results in a staffed, stable & scheduled environment by providing a consistent team‑member experience through training, coaching, and recognition, while fostering a safety culture by believing in Zero.

• Drive a safety culture by ensuring a clean, organized, and safe environment for all team members and guests.
• Ensure proper procedure is followed relating to safety, accidents, and incidents including reporting, investigations, and documentation.
• Create a place of welcoming and belonging for our guests and team members.
• Oversee the daily execution of the store operating system through management of the game plans to deliver a consistent guest/brand experience that enables the store to achieve performance targets and improve financial performance.
• Grow top‑line P&L performance and control key financial lines; understand reports and how the information can impact and/or increase sales; develop plans to correct budget misses, measure and track plan effectiveness, and ultimately achieve budget in a timely manner, complete required reports either in writing or via computer entry.
• Track and manage inventory through count execution and submitting accurate orders to remain in stock.
• Delegate tasks to subordinate team members and follow up to ensure proper completion.
• Engage and lead company initiatives.
• Oversee food production to ensure food safety requirements are consistently met and that par levels are maintained for a craveable and consistent offering, while growing sales and controlling waste.
• Develop well‑trained team members by following Thorntons’ training processes as prescribed while demonstrating and teaching our core values.
• Support and guide team members through career path while holding team members to a high standard of execution through coaching and accountability via Thorntons’ progressive discipline process.
• Recruit, interview, hire and schedule all team members to ensure adequate coverage for all shifts while complying with meal and rest break requirements.
• Train and empower team members to de‑escalate guest service issues.
• Communicate with team members in a positive manner that motivates and inspires them to act in accordance with the Plan to Win strategy.
• Comply with all federal, state, and local inspectors by taking immediate and appropriate action, and communicating and maintaining records of all inspections, certificates, and necessary records.
• Promote sales and profits working within the local community to partner and support events that extend the brand.
• Maintain regular and predictable in‑person attendance.
• Perform additional duties as assigned.

• Region Manager
• Store Manager
• Guest Service Representative
• Human Resource Manager
• Recruiter
• Trainer
• Auditor

• Demonstrates a commitment to leading by example; considers no task below one’s position.
• Uses analytical skills to identify and solve a variety of business‑related problems.
• Uses basic arithmetical skills to add, subtract, and divide as necessary to complete financial reports, cash, inventory, etc.
• Prioritizes and distributes work to deliver objectives on time and to the highest standard.
• Demonstrates a positive and approachable presence, even during stressful situations.
• Recognizes positive performance, celebrates team achievements, addresses poor performance.
• Takes action to remove obstacles and address problems before they impact performance and results.
• Provides feedback effectively and with empathy.
• Actively solicits internal and external guest feedback to improve business relationships.
• Fosters team camaraderie, collaboration, and cohesion.
• Uses “active listening” to understand viewpoints of others, adjusts position to resolve conflict.
• Values diversity and recognizes…