Store Operations Manager

1 month ago

Milton, Ontario, Canada Carlisle Corporation Full time
Job Title: General Manager

Job Summary:

The General Manager is responsible for overseeing the overall operations of a restaurant, ensuring that customer satisfaction is maximized, and that sales and profits are achieved. This role requires strong leadership and management skills, as well as the ability to train and develop staff.

Key Responsibilities:

  1. Sales and Profits:
    1. Meet budgeted sales targets.
    2. Set controllable cost targets.
    3. Meet controllable cost targets.
    4. Develop and execute a local store marketing plan in response to market conditions.
    5. Respond to competitor activities aimed at diverting store business.
    6. Develop and execute a plan to improve sales and profits.
  2. Operating Budget:
    1. Set store budget goals monthly.
    2. Meet monthly budget goals.
    3. Communicate anticipated variances to the District Manager.
    4. Develop and execute plans to resolve unfavorable trends in controllables, Q.S.C., sales, and profits.
    5. Review, analyze, and communicate budget and P&L information to staff and management.
  3. Staffing:
    1. Determine crew staffing requirements and ensure co-manager hires crew in advance of need.
    2. Ensure and maintain adequate bench strength in the management team.
    3. Ensure co-manager has adequate crew depth for each shift.
    4. Utilize the W.O.T.C. program.
    5. Maintain a process for handling applications and files.
  4. Quality:
    1. Train store personnel to execute procedures for preparation and serving of quality products.
    2. Talk with customers during walk-throughs and when off-line to determine product and service quality.
    3. Resolve customer complaints within 24 hours of receipt.
  5. Service:
    1. Take service times and determine efficiency.
    2. Train store personnel to respond promptly to customer needs.
    3. Train store personnel in customer courtesy.
    4. Train store personnel to solicit feedback to determine customer satisfaction.
  6. Cleanliness:
    1. Train store personnel to maintain store cleanliness during shifts.
    2. Write a store cleaning plan.
    3. Execute the cleaning plan through delegation to the management team.
    4. Achieve above satisfactory Q.S.C. scores consistently.
  7. Training:
    1. Train store personnel to execute new products to company standards.
    2. Train store personnel in company standards (Quality, Service, and Cleanliness), as these standards are modified by operational changes.
    3. Orient new managers and crew to the store.
    4. Write and manage a development plan for each manager based on position descriptions.
    5. Manage Crew Orientation and Training process.
    6. Promote high-performing crew members to available crew leader and shift supervisor positions.
    7. Train managers in the use of store "systems" for Q.S.C. and cost controls.
    8. Train managers to identify problems and develop alternative solutions.
    9. Train and develop managers on Managing Better Shifts skills.
    10. Provide leadership and mentoring training to the management team.
  8. Controls:
    1. Meet or exceed the 80% Q.S.C. level.
    2. Conduct own informal Q.S.C. inspections.
    3. Manage production labor control and food cost control using flowcharts, "build-to" system, and store schedule and positioning system.
    4. Monitor and manage store inventory levels to ensure product/item availability.
    5. Analyze weekly P&L; review with the management team.
    6. Hold weekly manager meetings.
    7. Set store priorities, incorporating store and area objectives.
    8. Write and execute store plans (based on priorities agreed-upon with the DM); includes responsibilities delegated to other managers.
    9. Identify, evaluate, and respond appropriately to labor efficiency problems.
    10. Maintain, modify as necessary, and utilize store systems to provide consistent operations and customer satisfaction.
    11. Establish realistic and meaningful daily operational goals for management and staff.
  9. Policies and Procedures:
    1. Follow procedures as outlined in the Operations Manual and other company manuals.
    2. Maintain safe working conditions in the store as outlined in company policies and procedures.
    3. Follow company policy for cash control and security.
    4. Report accidents promptly and accurately.
    5. Follow procedures for resolving operational problems indicated by Health Department Inspectors.
    6. Manage employee files and time cards strictly in accordance with policies.
    7. Manage shifts effectively using guidelines within "Managing Better Shifts" or similar checklist.
    8. Comply with EEO and Labor Law requirements.
    9. Ensure managers understand and adhere to Policies and Procedures.
  10. Administration:
    1. Maintain maximum variance .25% between reported and actual.
    2. Submit paperwork on a timely basis.
    3. Respond promptly to customer comments.
    4. Conduct exit interviews as required by area procedures.
  11. Maintenance:
    1. Train crew and management to perform scheduled cleaning and maintenance of equipment (Preventative Maintenance Program).
    2. Calibrate equipment (as trained by maintenance technician).
    3. Follow procedures for reporting maintenance problems; track progress to completion.
  12. Employee Relations:
    1. Use consistent practices in managing performance problems with managers and crew (Interaction Management).
    2. Manage crew and management in a manner which maximizes retention (reducing turnover).
    3. Conduct manager meetings to facilitate communication with management and crew; set priorities.
    4. Manage grievance process; communicate process to the crew.
  13. Performance Management:
    1. Conduct management performance reviews on a timely basis.
    2. Take appropriate corrective action in response to performance problems of crew and management.

EMPLOYMENT STANDARDS:

Knowledge:

  1. Wendy's operating systems and procedures.
  2. Wendy's policies and procedures.
  3. P&L analysis and corrective measures.
  4. Supervisory practices.
  5. Planning and budgeting.
  6. Interviewing practices.
  7. Training and development practices.

Education:

  1. College degree or equivalent experience in operations.

Experience:

  1. 1-2 years management/operations experience in the restaurant industry.
  2. Must be able to perform all restaurant operations positions/functions.

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