General Manager

Job Summary:

The General Manager is responsible for overseeing and managing the restaurant’s operations, supervising the operations team and service staff, conducting training, and ensuring the staff is providing excellent service to guests.

The General Manager is expected to support all departments with relevant inquiries. The General Manager needs to demonstrate strong leadership abilities, communicate effectively and thoroughly, and is mindful of staff and operational needs.

Primary Responsibilities Include, but not Limited to:

Supervising Staff:

• Manage and oversee employees, ensuring that the correct standards and methods of service are implemented and maintained.
• Assigning tasks to management team with progress benchmarks.
• Holding management team accountable when Company standards and protocols are not being met.
• Communicate with BOH Management regarding any kitchen staff comments, criticisms, or concerns.
• Thoroughly communicates expectations and operational standards with management team.
• Overseeing the schedule for all front of house and operations team. Training relevant people in building a schedule for their department.
• Ensure staff are aware of the preparation and presentation of all menu items.
• Partakes in the interviewing and candidate selection process.
• Assigning tasks and responsibilities to employees according to their skills and position.
• Providing clear instructions and guidance on completing assigned tasks.
• Monitoring the performance and productivity of employees.
• Contributing insight during employee reviews and being present during administration of employee reviews.
• Conducting regular check-ins and team meetings to understand employee’s concerns.
• Partakes in administering Coaching Forms, Performance Improvement Plans (PIP), Corrective/Disciplinary Action Documents.
• Providing regular feedback to help employees perform their duties efficiently.
• Helping employees develop additional skills and knowledge through staff development and training sessions.

Monitoring Operations:

• Ensure that all agreed standards of service are implemented and adhered to.
• Regularly Inspecting work areas to identify areas for improvement.
• Ensuring proper resource allocation, such as personnel, equipment, and materials.
• Identifying and addressing operational inefficiencies, such as inefficient workflows or quality control issues.
• Conducting daily pe-shift meetings to outline service expectations and additional communications (VIP guests, missing items, menu changes/additions, etc.)
• Ensure the Company is always compliant with Department of Health standards.
• Monitor staff performance to ensure they are following the Company’s expected steps of service.
• Correct performance and behavioral discrepancies as they are occurring and not after they have become a bigger issue.
• Follow all Company performance standards and implement Company protocols and policies throughout the operations.
• Monitoring restaurant inventory and communicating any items the restaurant requires to the relevant department.
• Communicate all operational concerns and suggestions to the Director of Operations and Human Resources Department.
• Be the first point of contact regarding all time off requests; Paid Time Off, Sick Leave, etc.
• Assist finance department with reviewing payroll and correcting any payroll related discrepancies.
• Conduct meetings with management team to gain insight on any issues, concerns, or proactive suggestions.

Customer Service/Guest Experience:

• Provide friendly, courteous, and professional service.
• Demonstrates a high standard of personal appearance and ensures good personal hygiene.
• Extensive knowledge of menu; ingredients, preparation, presentation, etc.
• Listening to customer concerns and resolving issues promptly.
• Escalating complex or unresolved complaints to the relevant departments.
• Documenting customer feedback for a resolution of conflict.
• Develop respectful relationships with guests to promote repeat visits.
• Communicate with staff of all VIP related inquiries and reservations.

Training Employees:

• Assist newly hired employees with the onboarding process when needed.
• Implement formal training schedule according to training guidelines for all new employees.
• Document new hire progress during training with the assistance of management team.
• Provide continuous job-specific training, guidance, and feedback to all employees.
• Communicate performance expectations, goals, and key performance indicators.
• Provide coaching and reviews/assessment to all employees that require it.