General Manager

The General Manager (GM) has overall responsibility for managing daily operations of a single store, ensuring delivery on the Customer Promise, and ensuring desired store outcomes (increased sales, profitability, and employee retention). The GM mobilizes the store management team to oversee financial controls, operations, people development, customer service and LCE compliance within the store across all shifts. A GM should be able to work long and/or irregular hours, including extra shifts, as needed for the proper functioning of the store. 

PRINCIPAL RESPONSIBILITIES AND KEY ACTIVITIES: 

1.We Love What We Do: Directs efficient and accurate preparation of products for prompt customer delivery within the established 30 seconds or less guidelines.

• Provides production direction to crew in a clear, concise, and positive way and coaches others to lead operations (Leads People and Influences Others)
• Sets an example for crew by working hard to implement shift SSP (Gets Results)
• Identifies and resolves bottlenecks in operations to improve our customer service promise 30 seconds or less (Solves Problems)
• Gets the right people involved to prevent and resolve store equipment problems (Solves Problems)
• Monitors LCE operational programs, processes, and metrics to identify store issues: Involves management team in resolving operational challenges (Shows Drive/Leads People/Solves Problems)
• Demonstrate patience and a positive attitude with management team and crew members while delegating tasks and giving production instructions (Influences Others)

2.We Live the HNR Promise: Motivates and directs crew members, Assistant Managers to do what it takes to exceed customer expectations with fast and friendly service in clean surroundings.

• Makes a professional impression on customers and crew through positive and friendly attitude and proactive interaction to seek feedback on customer experience (Influences Others/Shows Drive)
• Works with crew to act on customer feedback and resolves customer complaints using remedy process in a timely, friendly, and professional manner.
• Directs crew to take pride in the details of delivering our Customer Promise and Brand Delivery Standards (Gets Results)
• Assists District Manager in identifying and implementing local strategies to market the store and promote store involvement in the community.

3.We Win as A Team: Supervises and trains crew members, Assistant Managers on crew stations, LCE products, processes and policies and assists General Manager with recruiting, selecting, and retaining effective crew talent.

• Delegates work to crew members in a way that encourages them to work together during shift to ensure store operates to LCE standards (Leads People)
• Coaches crew members on crew stations and making them feel their contributions are valuable (Leads People)
• Sets challenging goals for self and crew; provides timely performance feedback and ensures accountability (Shows Drive/Leads people)
• Coaches others on management team with knowledge of employment laws and policies and welcomes new responsibilities in building crew talent (Learns Quickly/Plays Many Roles)
• Assists with developing and implementing strategies to identify/hire/promote/orientate effective crew talent (Gets Results)
• Helps store management identify effective crew members who are at-risk-of-departing and takes appropriate action for retention (Influences Others)

4.We Act Like Owners: Assumes full responsibility for the store profit and loss management by implementing market strategies; following all cash control policies and procedures, maintaining inventory, managing labor, and applying financial reporting to enhance store results.

• Coaches team to effectively increase sales; upselling, focus on traffic/volume/tickets.
• Optimizes profit and loss by ensuring proper scheduling and positioning of crew.
• Seeks best practices from peers to optimize financial controls.
• Removes performance barriers.

5.Restaurants Compliance: Ensuring compliance with government regulations, food safety, LCE security policy, operations and LCE policies and procedures relating to all activities across all shifts.

• Supervises crew members to maintain LCE store and equipment cleanliness and sanitation standards (Gets Results)
• Takes initiative to immediately act on violations of safety, sanitation, or security policies by reporting violations to District Manager
• Motivates and educates crew members and other management to comply with loss control procedures and to maintain and safe and secure environment for employees and customers (Leads People)
• Shows the District Manager that he/she can be relied upon to maintain compliance.
• Participates in identifying compliance issues across shifts and corrects (Solves Problems)

CRITICAL RELATIONSHIPS:

• Reports to District Manager
• May be coached by Director of Operations
• Supervises management and crew team members.

POTENTIAL CAREER PATH:

• Assists with new store openings, help with smooth store acquisitions.
• Certified Training Store.
• District Manager.

Our Mission:

To deliver exceptional experiences... by providing high quality products and services to our customers and delivering long-term value to our associates and shareholders.

Our Vision:

We will leave people better than we found them... We will improve the lives of those around us by building enduring relationships on a foundation of family values.

Our Core Values:

RESPECT: We will treat others as we want to be treated. We will be professional, empathetic, and value the personal needs of others. We will demonstrate these through our words and actions.

INTEGRITY: We will build trust in all that we do. We will always be open and honest with all communication while holding ourselves to a high moral standard.

TEAMWORK: We will communicate and collaborate to succeed. We will work together to achieve our successes and promote an environment where individuals have an opportunity to grow.

COMMITMENT: We will have a passion for exceeding expectations. We will be accountable and challenge ourselves to continuously improve in all aspects of the business.

CARING: We will care for our Team Members, Customers, and Communities by being kind, showing grace, valuing each other, supporting our communities, and serving God by serving others.