QSR General Manager

Description

General Manager

Key Objectives

1. Responsible for maintaining a safe, clean, and welcoming store that delivers efficient, high-quality service to ensure 100% customer satisfaction and an exceptional Experience.
2. Provides leadership for all marketing and operational functions of the store. This includes hiring, staffing, training, developing, and supervising partners to maximize store profitability while building and maintaining a strong, loyal customer base in alignment with policies and values.

Key Standards

1. Deliver 100% customer satisfaction through prompt, courteous, and personalized service that reflects our mission and values.
2. Contribute to a safe, respectful, and drug-free workplace that protects customers and partners.
3. Build and maintain a strong, dynamic store team by communicating a clear vision and providing direction on marketing initiatives, partner development, financial/P&L performance, operational excellence, inventory management, and overall store appearance.
4. Ensure the store meets or exceeds budgeted sales and profitability targets while maintaining our brand standards.

Requirements

Key Technical Work

1. Professional Appearance & Brand Representation

1.1 Maintain a clean, neat, and professional appearance at all times consistent with dress code standards. 1.2 Hair neatly groomed; facial hair clean and well maintained in accordance with company guidelines. 1.3 Professional and moderate use of fragrances and cosmetics. 1.4 Fingernails clean and neatly trimmed in compliance with food safety standards. 1.5 Attire clean, complete, and free of tears or wrinkles; name badge worn at all times. 1.6 Wear black, closed-toe, non-slip footwear appropriate for food service environments. 1.7 Jewelry worn in accordance with food safety and safety guidelines.

2. People & Leadership

2.1 Promptly implement company safety and operational programs and ensure proper execution to protect customers and partners (i.e., safety meetings, emergency procedures, incident reporting, etc.).

2.2 Actively recruit, interview, and select employees and Assistant Managers who meet or exceed our performance standards.

2.3 Assume responsibilities of Assistant Manager, Shift Supervisor, or as necessary to ensure operational continuity.

2.4 Regularly recognize employee performance and recommend advancement opportunities.

2.5 Maintain consistent two-way communication with leadership through meetings, calls, and performance updates.

2.6 Foster open communication within the store through shift huddles, monthly meetings, and ongoing coaching conversations.

2.7 Demonstrate professionalism, integrity, honesty, and ethical leadership in all business practices.

2. 8 Develop a culture of trust and accountability where feedback is encouraged. Coach, discipline, and/or separate employees, when necessary, in accordance with company policy.

2.9 Review and resolve all customer and employee concerns promptly. Personally follow up with customers when appropriate to ensure satisfaction and retention.

2.10 Ensure compliance with all federal, state, and local health, labor, and safety regulations.

2.11 Provide weekly business updates to the VP of Restaurant Operations.

3. Profit & Loss Accountability

3.1 Lead total store operations and hold full accountability for financial/P&L performance. Monitor sales, margins, labor, and controllable expenses against budget and implement corrective action plans as needed.

3.2 Ensure accurate reporting of daily sales, deposits, payroll, invoices, and other financial documentation.

3.3 Maintain proper inventory levels for food, paper goods, and retail merchandise. Conduct regular inventory counts, cash audits, and loss prevention checks.

3.4 Manage staffing levels and labor costs to meet productivity targets.

3.5 Maintain professional vendor relationships in alignment with company standards.

3.6 Ensure all managers and supervisors complete required training programs.

3.7 Lead execution of all company marketing and operational initiatives to meet sales, profitability, and customer connection goals.

3.8 Perform other duties as assigned.

4. Product Quality & Customer Experience

4.1 Oversee daily operational priorities to ensure all beverage, food, and service standards are consistently executed.

4.2 Inspire managers and employees to deliver fast, friendly, and knowledgeable service in an upbeat, welcoming environment.

4.3 Recognize and coach partners regularly to reinforce beverage standards, cleanliness, and customer connection behaviors.

4.4 Conduct frequent floor walks to ensure products are stocked, fresh, and properly displayed.

4.5 Conduct routine inspections of the store interior to maintain a clean, safe, and inviting environment.

4.6 Ensure strict adherence to all food safety and sanitation practices.

4.7 Maintain a positive and functional employee environment including break areas and properly working equipment.

4.8 Initiate repair or equipment replacement requests as necessary.

5. Responsible for completing all other tasks assigned by management.

Qualification Requirements:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

1. Minimum of five (5) years of progressive supervisory or management experience in a full-service restaurant, high-volume retail food service environment, or related customer-focused business.

2. Demonstrated ability to lead, motivate, train, and develop partners to maximize individual potential and build a high-performing, engaged team.

3. Strong planning and analytical skills, including the ability to interpret and manage profit and loss statements, labor metrics, budget reports, inventory controls, and key performance indicators to consistently drive positive financial results.

4. Excellent verbal and written communication skills, with the ability to communicate clearly, professionally, and effectively.

5. Ability to effectively communicate with other profit center managers, site GM and VP of Restaurant Operations.

6. Ability to solve practical problems and make sound business decisions in situations with limited standardization, balancing customer experience, partner engagement, and financial performance.