Restaurant General Manager

General Manager

Job Description

Summary Description: The General Manager is a business partner accountable for leading a single Restaurant Management and Associate team to deliver Steak 'n Shake operational and financial standards on all shifts. The General Manager has overall responsibility for assessing Management and Associate performance to identify opportunities for development and coach for improvement. This position has primary accountability for the delivery and implementation of all Steak 'n Shake procedures, policies and specification which deliver the Steak 'n Shake Vision and Mission. The General Manager will partner directly with his/her District Manager and will receive market level support from his/her Human Resource Manager and Field Training Manager / Coordinator to meet the business and strategic objectives of the organization.

Department: Operations - Restaurant

Reports to: District Manager

1. RESPONSIBILITIES: Major functions/tasks performed in the job and the deliverable (report, product, output, etc.) produced.

Primary and Ongoing Accountabilities

* Create an environment of sales growth through guest focus and delivery of Steak 'n Shake procedures and policies
* Identify, Train and Develop Trainers, Operations Supervisors, Managers and Restaurant Managers
* Develop, Focus and Motivate the Management team to consistently deliver the Steak 'n Shake objectives; Delighting Guests, Eliminating Unnecessary costs, Increasing quality, and Reducing Prices
* Train, Coach and Inspire Associates to deliver exceptional service, food and environment to the Guest
* Lead Restaurant team to deliver Every Store Perfect (ESP) and Field Results Report (FRR) measurements and financial expectations
* Manage all restaurant costs to deliver positive cash flow
* Maintain strict compliance with food, health, safety and security standards and procedures
* Create a safe environment free of harassment
* Deliver best in class QSC standards
* Lead by Example
* Demonstrate effective decision making and problem solving skills that support the Steak 'n Shake Principles; Relentless Pursuit of Excellence, Exceed Guest Expectations, Golden Rule, Economic Objective and Entrepreneurial Approach
* Lead Labor Management system through Labor Report analysis, schedule approval and execution of shift labor management
* Has the final authority over discipline and termination decisions. Participates in hiring and promotion process

Specific Duties and Responsibilities

Customer Satisfaction: Build the business by relentlessly pursuing excellence and growing customer traffic over prior year:

Effectively interact with Guests to ensure we exceed their expectations with the highest quality food and great service

Immediately address Guest concerns and complaints utilizing the Steak 'n Shake Guest Recovery Model - L.E.A.R.N.

Ensure Guests are immediately recognized upon entering and as they are leaving

Train and motivate managers and associates to deliver great hospitality toward all guests and other associates

Consistently and effectively communicate with Managers and Associates through scheduled meetings, shift huddles, communications boards, training sessions and formal and informal coaching

Create a positive team environment through selecting service oriented Associates who are aligned through shift huddles, updated communication boards, 7 day / 30 day and 6 month evaluations, and ongoing coaching

Brand Protection: Operate in accordance with our Quality, Service and Cleanliness Standards(QSC) and other food safety practices, delighting our Guests with outstanding fresh food and training our valuable people:

Verify sales forecast for accuracy and adjust due to local influences

Execute the 14 point walk using the "Three in One" toolâ€" ensuring the facility is radiant, the managers and associates are motivated, stations are appropriately set up / re-stocked for meal periods, and constantly move through the restaurant coaching and directing associates to ensure quality adherence and speed standards are achieved

Assess current and future staffing needs, create and execute staffing plans to ensure 100% staffing on all shifts, year round

Interviews and approves all associate hires utilizing the Select the Best tool â€" ensuring the candidate exemplifies the 4 I's; Image, Intensity, Integrity, Intelligence

Develop and train managers and trainers on standards, job requirements and new policies and procedures

Monitor food quality, portioning and speed from the EXPO window and resolve any issues immediately

Deliver QSC standards through effective associate and management communication of standards and expectations

Train and ensure all safety procedures are strictly adhered to

Financial Growth: Manage profitable shifts focused on delighting our guests, increasing quality and reducing prices:

Approve schedules following the Labor Scheduling System parameters including scheduling breaks, utilizing the 15 minute scheduler and having schedules completed and approved by the DM for posting by 5 pm on Friday

Validate appropriate staffing levels of well-trained associates on all shifts

Validate effective food ordering and accurate inventory levels within the restaurant

Ensure proper receiving of food deliveries, storage and posting into the Food Management System

Complete period and quarterly inventory and accurately post into the back office Food Management System

Manage "other supplies" and small wares to ensure adequate amount of supplies are available at all times

Maintain strict adherence to the cash handling and banking policies and procedures

Validating effective completion of shift tools and administrative duties as designed by Steak 'n Shake

Ensure strict adherence to all State and Federal regulatory laws

2. SCOPE: Impact this job has in terms of decisions made, direction given, number of employees supervised, size of organization managed or supported, impact of errors, dollars, etc.

* Implements procedures, training and programs designed by Steak 'n Shake to effectively deliver the Steak 'n Shake Mission, Vision and Principles
* Interviews and hires Associates within compliance of FLSA and Steak 'n Shake guidelines
* Takes responsibility for financial results
* Serves as a resource to colleagues and as a mentor to less experienced Managers
* Analyzes and provides solutions using Steak 'n Shake programs to resolve complex problems within the restaurant

3. REQUIREMENTS: Typical minimum requirements to perform the job.

* High School graduate or equivalent education preferred
* Certified in all Service and Production Stations at Steak 'n Shake or equivalent experience
* ServSafe certified
* Understand Steak 'n Shake policies, procedures, state laws, Health codes, Safe food handling and Sanitation procedures
* Positive, motivating communication skills
* Strong organization and time management skills
* Strong coaching and mentoring skills
* Flexible and adaptable to changing circumstances
* Ability to read, write, perform mathematical calculations and analyze data
* Demonstrate key principles: Golden Rule, Relentless pursuit of Excellence, Exceeding guest expectations, Economic objective, Entrepreneurial approach
* Able to work in excess of 50 hours per week while standing, walking and stretching
* Able to lift, carry, push and pull 30 lbs
* Able to perform any task performed by a service or production associate
* Able to see across the restaurant to monitor and oversee the operation
* Able to legally operate a motor vehicle
* Able to hear, understand and professionally respond to guest and employee inquiries, comments and concerns