The General Manager’s (GM) job is to oversee all operations of the business. Responsibilities include: protecting all interests of the operator, maximizing operational excellence, training activities, marketing and profit generating procedures.
Next to the Operator, the General Manager exemplifies the actions, decision-making skills and responsibilities of operating a successful restaurant. The GM’s role is critical in setting the overall tone and atmosphere of the restaurant across every business day part. Selecting talent, developing skills and building community is a constant thought in the mind of this leader. This tireless individual must be a teacher at heart and must be energized by a quick-paced environment. The General Manager must be engaged in the following 5 areas:
Vision
- Execute the vision of the operator
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- Commitment to personal growth and development.
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- Work closely with operator to develop and track an Individual Development Plan (IDP) for General Manager and for other leaders in the restaurant.
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- Strategize restaurant growth as a High Performance Leadership Team (HPLT)
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- Identify and share short-term and long-term goals at all levels in the organization
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- Create various plans to achieve these goals throughout the organization.
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People
- Recruit, select, coach and develop to potential
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- Focus on the leadership development of the team
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- Support Training Director (TD) in implementing sound individualized training and development. Coordinate training feedback of new team members to the TD and all CTs.
- Observe, support, teach, model, measure and provide feedback on every aspects of the CREATE RAVING FANS Strategy.
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- Properly address both positive and negative Results and Relationships throughout the organization
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- Work closely with other members of the leadership team and operator to develop and implement continuous improvement plan for the development of all leaders, ambassadors, contributors, emerging leaders and employees.
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Quality & Customer Experience
- Support and communicate CREATE RAVING FANS strategy
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- Lead execution of CREATE RAVING FANS strategy
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- Use RQA, ROE and CEM tools to measure and improve OE and ensure proper FDA and local food safety standards are practiced all day every day by everybody everywhere.
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- As a steward, oversee all facilities and ensure equipment is in proper working order. Develop strategy to ensure food safety standards exceed local and FDA food code standards
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- Work closely with operator to develop continuous improvement plans for quality and customer experience.
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Sales & Brand Growth
- Work closely with operator and RMD to develop and implement strategies to grow customer count, check average and outside sales.
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- Support RMD in the execution of the mall marketing plan.
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- Cultivate an environment that leverages our Raving Fans Strategy
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- Use our known marketing and operational strengths and opportunities to grow sales and brand recognition
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- Look for opportunities to share food, cows, our people and influence in our community
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- Review Scorecard and Scoreboard scores and ensure existing systems are in place to maximize sales and brand growth.
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- Seek and develop strategic marketing to build emotional connections that enhance brand awareness.
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- Work closely with RMD and operator to develop continuous improvement plans for sales and brand growth.
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- Ensure the hiring, training, development and retention of the best marketing team through continuous training, motivation and development.
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- Cultivate an atmosphere of heightened brand awareness and CFA Anywhere within our trade area.
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Financial Return
- Oversee the prudent spending of all financial resources across all variable P&L expense line items.
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- As a steward, work closely with the operator and the leadership team to develop continuous improvement plans for maximizing fiscal return on investment.
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Our founder, Truett Cathy, always said, “We should be about more than just selling chicken. We should be a part of our customers’ lives and the communities we serve.” While we are a nationwide quick-service restaurant, here at Chick-fil-A North Haven, we care, first and foremost, for the guests we serve and the people on our team. We strive to serve our guests with professionalism, kindness, and authenticity. Our team comprises diverse individuals who desire to serve those around them regardless of their position. If you are looking for a place to learn new skills and grow as a leader, this is the place for you!
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