General Manager

Job Title: General Manager Department/Function: Operations Location: Montgomery County, MD - in Field, in Shop Reports to: District Manager Details: Full-Time, Exempt Travel Requirements: Rarely

GENERAL DESCRIPTION The General Manager (GM) is the leader of the shop! They should bring positive energy every day to inspire the team and create a fun environment for customers.

The GM must have the ability to see the "Big Picture" of running the business, coach and develop team members, ensure outstanding product quality and exceptional customer service, and build sales while controlling costs.

The role also requires multi-tasking and adherence to standard operating policies and procedures, with essential focus areas including:

ESSENTIAL FUNCTIONS

In addition to following standard operating policies and procedures, the main areas of focus include (but are not limited to):

People

• Select and hire great employees who align with company values.
• Train and develop all employees to the next level.
• Assess staff abilities and create effective development plans.
• Implement strategies to reduce turnover.
• Delegate tasks, provide follow-up, and hold the team accountable.
• Build strong relationships among team members with effective communication during meetings.
• Provide timely performance appraisals based on defined goals and objectives.
• Educate team members on and enforce personnel policies, labor laws, and safety procedures.
• Administer employee benefits and payroll procedures.

Customers

• Create an exceptional customer experience.
• Handle customer complaints effectively.
• Measure customer satisfaction and implement plans to improve satisfaction and loyalty.
• Maintain a clean and inviting shop, ensuring cleanliness, maintenance, and safety standards are met.
• Provide fast, friendly, and accurate service.
• Continuously improve customer feedback program scores.

Sales

• Increase comparable sales and meet budgeted sales targets.
• Develop and execute a local marketing plan to increase sales.
• Create and implement strategies to continuously improve the business.

Profits

• Control cost of goods, variances, and inventories.
• Manage staffing and scheduling to control labor costs.
• Ensure proper cash handling and deposit procedures.
• Maintain inventory and ordering systems.
• Interpret financial reports to improve profitability.

EXPERIENCE, EDUCATION, AND BEHAVIORS

• Minimum of 2 years of experience as a General Manager in a restaurant or retail environment with P&L responsibility; restaurant industry experience preferred.
• High School degree required; Bachelor’s degree preferred.
• Strong business acumen and ability to see the "Big Picture."
• Exceptional customer service, time-management, and organizational skills.
• Strong interpersonal and communication skills, both written and verbal.
• Ability to develop and inspire team members.
• Proficiency in Microsoft Office.
• Financial literacy and ability to interpret financial reports.
• Open availability required.

ADDITIONAL REQUIREMENTS

• Must spend 80-90% of time on the shop floor.
• Food Safety Certification is required, depending on state regulations.
• Ability to follow established guidelines and expectations.