General Manager

The General Manager (GM) is responsible for managing all aspects of the business to ensure that Guests are delighted with a fast, friendly, fresh, clean, and in-stock shopping experience. The GM is responsible for achieving performance targets, providing craveable food and beverage offerings in a food safe environment, and improving 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.

Requirements

Essential Job Functions (Responsible to)

-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

-Oversees 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

-Communicates with Team Members in a positive manner that motivates and inspires them to act in accordance with 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

-Regular and predictable in-person attendance  

-Perform additional duties as assigned

Key Relationships

-Region Manager  

-Store Manager

-Guest Service Representative

-Human Resource Manager

-Recruiter

-Trainer

-Auditor

Skills

-Demonstrates a commitment to leading by example considering no tasks as 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 one's position/view to try and resolve conflict

-Values diversity and recognizes the strengths that individuals from divergent life experiences and backgrounds bring to the team

Knowledge

-Principles and processes for providing Guest Service. This includes Guest needs assessment, meeting quality standards for services, and evaluation of Guest satisfaction

-Principles and methods for displaying, promoting, and selling products or services

-Principles and procedures for personnel recruitment, selection, and training

Experience

-Minimum three (3) years single-unit management in retail and/or food and beverage industries

- Experience with the following applications a plus;  

oPeople

Matter, Workday, Reflexis

oPDI, ESO

Equipment/Special Expertise

-NA

Required or

Preferred Qualifications /Certifications

-High School…