Restaurant General Manager

Job Details

Job Location: 024759 - Dover - Dover, DE

Position Type:
Restaurant General Manager

Salary Range:
Undisclosed

Description

Supervisor's Title Area Coach (AC)
Directly Supervises Associate General Managers / Shift Managers / Hourly Crew

Basic Purpose and Objectives of the Position

The Restaurant General Manager (RGM) provides overall leadership and direct supervision of operations in an individual restaurant to ensure that the restaurant meets or exceeds its annual operating plan. Focal points include:
Driving excellence in customer service
Maintaining company standards in product and facility specifications
Supervising food handling procedures and operational processes
Exercising financial control to meet the restaurant profit margin targets
Selecting, training, developing and motivating employees

The RGM directly performs hands-on operational work (as necessary) to train employees, responds to customer service needs or otherwise role model appropriate skills and behavior in the restaurant.

Principle Accountabilities

Customer Satisfaction/Product Quality
Maintains fast, accurate service, positive guest relations and ensures products are consistent with company quality standards.
Drives customer-focused culture by serving as role model in resolving customer issues and training managers and crew to meet or exceed customer service standards.
Tracks, analyzes and resolves sources of customer complaints.
Ensure that food safety standards are met.

Financial
Develops and drives restaurant annual operating plan.
Analyzes sales, labor, inventory and controllables on a continual basis and takes corrective action to meet or achieve margin and sales growth targets.
Trains and mentors subordinates on financial analyses and profitability tips for the restaurant.
Develops store CAPEX requests and is the principle interface with all vendors.

Operations
Ensures that facilities and equipment are maintained to Company standards.
Monitors inventory, food preparation and order fulfillment daily to ensure adherence to Company standards
Establishes restaurant speed with service (SWS) targets, monitors performance and resolves bottlenecks to achieve SWS goals.
Oversees development and revision of weekly management and crew schedules.

Human Resources
Directs all restaurant level HR activity including:
Personal accountability for crew hiring decisions
Learning Zone planning and execution
Performance management
Compensation
Employee relations issues up to and including termination
Provides hands-on training for management staff in Learning Zone and develops all Shift Managers and Assistant General Managers to assume higher level responsibilities.
Develops and monitors staffing plans and directs crew sourcing activities.
Manages the work environment on all shifts to ensure fair and equitable employee treatment, as well as adherence to all Company, state and federal workplace regulations.

Success Measures
Achievement of restaurant annual operating plan
Margin improvement over previous year sales growth
Weekly/Period restaurant performance in sales, labor, ICOS and controllables
PRC results and OSAT scores
Learning Zone certification levels, crew turnover and staffing levels
Qualifications

Knowledge and Skill Requirements

Delivers Excellence in Customer Service
Is fully aware of customer needs and ensures that they receive quality products and service. Ensures work is to the correct standard. Possesses extremely high standards of product quality and speed with service and constantly monitors performance against those standards. Possesses a strong eye for detail and cleanliness. Presents a positive image through tidy and professional appearance of self and other employees.

Interacts with customers in a highly effective and proactive manner. Consistently seeks to improve the customer experience. Demonstrates and emphasizes to others the importance of a winning customer experience. Uses customer feedback tools and techniques in making decisions and improving restaurant performance.

Team Leadership
Supervises others and efficiently coordinates their work. Delegates tasks to the most appropriate member of staff. Is able to remain in control in difficult…