General Manager

Job Summary - General Manager

The General Manager (GM) is responsible and accountable for all restaurant activities and assumes complete responsibility for the restaurant as necessary. The GM ensures that all activities are consistent with and supportive of the restaurant’s business plan. The GM ensures all employees are performing their job responsibilities and meeting expectations in all areas of their job descriptions. The GM will oversee and coordinate the planning, organizing, training, and leadership necessary to achieve stated objectives in sales, costs, profitability, employee retention, guest service and satisfaction, food quality, cleanliness, and sanitation. The GM delivers revenues and profits through talent development, P&L management, marketing, and appealing restaurant service.  The GM achieves results by planning, communicating, delegating, and following up. The GM is a role model and sets a positive example for the entire team in all business and personnel management aspects. The GM will respond to all guest complaints, taking prompt and appropriate action to resolve problems and maintain guest satisfaction.

ESSENTIAL FUNCTIONS OF THE POSITION INCLUDE, BUT ARE NOT LIMITED TO:

Total Guest Satisfaction & Service

• Regularly measure and evaluate service levels and standards using guest and employee feedback and develop plans for continuous improvement.
• Consistently provide a quality product and Guest service experience that delivers total guest satisfaction. Model and create an environment where the guest is always right; ensure a positive guest service experience.
• Respond positively and quickly to guest concerns. Correct potential problems before they affect guests. Respond to complaints, taking any and all appropriate actions to turn dissatisfied guests into return guests.
• Maintain guest satisfaction by monitoring, evaluating, and auditing food, beverage, and service offerings; initiating improvements; building relationships with preferred guests.
• Ensure that all guests feel welcome and are given attentive, friendly, and courteous service at all times.

STAFFING Training and Personnel Development

• Accomplish restaurant objectives by recruiting, selecting, onboarding, orienting, training, assigning, scheduling, coaching, counseling, and disciplining the entire staff. Our mission is to develop high-quality team members who demonstrate and ensure consistent guest satisfaction.
• Evaluate each employee’s ability to maintain high levels of guest satisfaction consistently. Continuously improve all employees' skills, knowledge, and morale by effectively utilizing all training programs, from new employee orientation to management-training classes.
• Develop beverage knowledge in all bar areas to all staff members. Communicate job expectations; plan, monitor, appraise, and review job contributions; plan and review compensation actions while enforcing policies and procedures.
• Evaluate each employee’s performance based on clearly communicated standards and expectations. Hold each employee accountable for their individual and team performance and oversee the training of all new employees.
• Be able to identify and develop staff members for future leadership roles. Maintain an accurate and up-to-date plan of restaurant staffing needs. Prepare schedules and ensure that the restaurant is staffed for all shifts while maintaining labor cost goals.
• Ensure all payroll registers are reviewed and approved before payroll department processing.
• The successful candidate must have a deep and clear understanding of working within a CBA.

 FINANCIAL Effective Business Management

• Meet restaurant financial objectives by developing and implementing strategies to increase average checks total.
• Adhere to company standards and service levels to increase sales and minimize costs, including food, beverage, supply, utility, and labor costs.
• Responsible for ensuring that all financial (invoices review and submission, reporting, DSR, paid-outs) and personnel/payroll-related administrative duties are completed accurately, on time, and by company policies and procedures.
• Responsible for all restaurant inventories, including food, liquor, beer, wine, furniture, accessories, office supplies, equipment, & tool inventories, and must constantly manage & maintain documented detailed status in all areas, including on-hand quantities and costs, & quality levels.
• Utilize labor effectively to meet budgets while ensuring high standards of Quality, Service & Cleanliness. Schedule labor as an anticipated business activity requires while ensuring that all positions are staffed as needed, and labor cost objectives are met.
• Monitor budgets and payroll records and review financial transactions to ensure that expenditures are authorized and budgeted. The GM maximizes financial performance and profit.

FACILITIES Safety Procedures, Work Environment, Overall Appearance of Venue

• Maintain a safe, secure, and healthy facility environment by establishing, following, and enforcing sanitation standards and procedures; comply with health and legal regulations; and maintain security systems to protect all employees, guests, and company assets (building, cash, equipment, supplies).
• Ensure that all operations and office equipment is kept clean and in excellent working condition through personal inspection and by following the restaurant’s preventative maintenance programs. Arrange for equipment maintenance and repairs, and coordinate a variety of services.

FOOD SAFETY Health Inspection Guidelines

• Enforce & uphold food safety & sanitary requirements for food handling, general cleanliness, and maintenance of kitchen and dining areas to ensure our guests' and employees' health and safety.
• Ensure compliance with operational standards, company policies, federal/state/local laws, and ordinances.
• Responsible for ensuring consistent, high-quality food preparation and service to maintain a professional restaurant image, including restaurant cleanliness, proper uniforms, and appearance standards.

BAR Operations/Staff Responsibilities/Liability/Cost

• Supervise the bar’s operation to maximize profitability, minimize legal liability, and conform to alcoholic beverage regulations.
• Eliminate over-pouring by bar staff and consistently secure/monitor use of all products to maintain liquor/beer/wine costs to company standards and goals.
• Keep all bar staff up to date with Responsible Vendor training & certification. Communicate objectives & improvement plan to each staff member in the bar, monitor/develop progress in performance standards and job descriptions.

ACCOUNTABILITIES/REQUIREMENTS

• Keep management promptly and thoroughly informed of all issues (i.e., problems, unusual matters of significance, and positive events) and take prompt corrective action where necessary or suggests alternative courses of action.
• Understand and comply with all federal, state, county, and municipal regulations that pertain to the health, safety, and labor requirements of the restaurant, employees, and guests.
• Communicate regularly with management concerning the activities of the restaurant and its employees to include written reports of the activities as needed. Keep records required by government agencies regarding sanitation and food subsidies when appropriate.
• Hours may vary if the manager must fill in for their employees or if emergencies arise (typical work week = 60 hours)
• The position requires the incumbent to work Weekends, Holidays, and High-volume service days.

GUEST SAFETY AND INCIDENT REPORTS

• On a continuous and ongoing basis, ensure that all employees understand their roles and responsibility in reporting any personal knowledge concerning such incidents occurring on the premises.
• In the event-specific incidents that occur regularly, take corrective actions to prevent such incidents.
• Ensure employees maintain the interior and exterior premises free of liquids to minimize slips and falls.
• Responsible for training staff and educating third-party security staff on how to manage unruly or difficult guests to minimize incidents from escalating.

QUALIFICATIONS AND SKILLS

• College degree is preferred. A Bachelor of Science degree in hotel/restaurant management is desirable. A combination of practical experience and education will be considered as an alternative.
• 5 – 8 years in a fine/casual dining atmosphere managing a restaurant with $3 to $10 million in volume. 
• Must have led a team of 30 employees minimum in front of the house and back of the house combined.
• Knowledge of computers, Microsoft Office. Proficient in the following dimensions of restaurant functions.
• Previous management experience in both kitchen operations and front-of-the-house operations.
• Must agree to and successfully pass a background screening.
• Know of service and food & beverage operations, generally involving at least three years of front-of-the-house & back-of-the-house operations.
• Possess excellent basic math skills and have the ability to operate a cash register or POS system.
• Demonstrate a leadership style that creates a positive working environment and remains calm during stressful and emotional situations.
• Must be able to work lunch and dinner shifts on weekdays, weekends, and all holidays.
• Knowledge of office administration.
• Knowledge of human resource management and supervision.
• Ability to maintain a high level of accuracy in preparing and entering information.
• Efficient written communication skills.