General Manager

Description

The General Manager is the cultural and operational leader of the store. They build and sustain a strong team culture where team members feel supported, valued, and equipped to deliver outstanding guest service. The GM leads all store operations - convenience retail, kitchen, and fueling - and ensures consistent execution of our core standards:

• WACS
  :
  Wicked Awesome Customer Service
• CABS
  :
  Clean and Bright Stores
• FREDDY
  :
  Fresh, Delicious, and Ready food

This is a hands‑on leadership role. The GM models expected behaviors and can perform any store function as needed, while ensuring responsibilities are delegated effectively so the GM is not the primary task‑doer. This role is essential to shaping the guest experience and building a store environment where teams can do their best work every day.

The Assistant General Manager (AGM) leads the store when the GM is not present; however, the GM retains ultimate accountability for store culture, performance, standards, and team leadership at all times. The GM is responsible for equipping, developing, and supporting the AGM to ensure consistent execution and leadership across all shifts.

• Set clear expectations for professionalism, teamwork, and guest service; ensure team members consistently demonstrate the behaviors that define our culture.
• Maintain regular communication with the team through shift updates, store meetings, written communication, and individual check‑ins as appropriate to staffing and scheduling.
• Address behavior, morale, or culture issues early by coaching, resolving conflict, and reinforcing standards.
• Recognize strong performance in timely and meaningful ways to reinforce desired behaviors.
• Ensure new team members receive a positive onboarding experience with proper introductions, early coaching, and clear expectations.
• Stay visible and accessible on the sales floor; engage with team members throughout shifts to support, coach, and maintain connection.

• Ensure consistent execution of all daily operations in convenience retail, kitchen operations, and fueling.
• Uphold brand standards for WACS (Wicked Awesome Customer Service), CABS (Clean and Bright Stores), and FREDDY (Fresh, Delicious, and Ready) across all shifts.
• Maintain compliance with safety, food handling, environmental, and regulatory requirements.
• Ensure all team members follow safety, security, and emergency procedures.
• Resolve guest questions, concerns, and complaints with urgency and ownership.

• Ensure full execution of the Friend Ship Kitchen Food Program, upholding food safety, quality, and presentation standards.
• Verify that food is Fresh, Delicious, and Ready (FREDDY) at all times.
• Oversee proper ordering, receiving, storage, preparation, and replenishment of all food service items.
• Maintain compliance with company standards and all local Health Department regulations.

• Ensure accurate merchandising according to planograms, seasonal programs, and promotional directives.
• Maintain awareness of monthly promotions and support the team in effective implementation.

• Recruit, hire, onboard, and train team members to meet performance and service expectations.
• Provide ongoing coaching, clear feedback, and timely correction of behaviors that do not meet standards.
• Develop the Assistant General Manager (AGM) by delegating meaningful responsibilities and building the skills needed for the AGM to lead the store competently when the GM is not present.
• Maintain clear role expectations and accountability for all team members.
• Monitor indicators of engagement such as attendance, performance, and team feedback; act early when concerns arise.
• Ensure schedules balance fairness, labor targets, business needs, and team availability.

• Work alongside the team when needed to support operations, especially during peak periods or staffing gaps.
• Maintain proficiency in all key store functions to train and coach team members including AGMs.
• Partner closely with AGMs to ensure continuity…