What are the responsibilities and job description for the General Manager position at T.G.I. Friday's?
General Manager
ROLE PURPOSE
To lead a team of Restaurant Managers and Team Members in the execution of an excellent Guest experience resulting in increasing Guest counts, sales and MOP growth. To ensure decisions and actions are in alignment with the Credo and Values and all TGI Fridays standards are met. To select, coach and develop Team Members.
KEY RESPONSIBILITIES & ACCOUNTABILITIES
Manages all day-to-day restaurant operations with a focus on delivering a great Guest experience; directly supervise and support 3-6 Managers and all FOH and BOH hourly Team Members; manages all profit and loss centers.
Aligns all behavior with the Credo and Values.
Executes on all brand standards through managing and coaching Team Members and Managers.
Frequently interacts with Guests to ensure they receive the Fridays Service Style experience; follow up on any issues and complaints they may have to ensure Guest Satisfaction.
Follows the Bubble Theory to proactively run a shift and anticipate Guest needs.
Follows the Hamburger Stand Theory, ensuring that the restaurant and staff are set up for an outstanding shift.
Identifies opportunities to drive sales, traffic and return visits with a 4-wall mentality; oversee implementation of local store marketing and national marketing promotions.
Determines current and future staffing needs in the restaurant to ensure an adequate number of talented Team Members are available to deliver a great Guest experience.
Identifies and develops high potential Team Members and Managers to fill future openings.
Provides ongoing and honest feedback, coaching and development to managers and Team Members.
Evaluates performance fairly and frequently and holds managers and Team Members accountable to results.
Creates a safe, clean and discrimination-free environment for all managers, Team Members and Guests by ensuring all legal and company standards are met.
Respond to Guest service complaints either in person or over the phone, taking any and all appropriate actions to turn dissatisfied Guests into return Guests.
Completes all financial and personnel / payroll related administrative duties in and an accurate and timely way, in accordance with company policies and procedures.
Ensures all newly hired Team Members follow and complete their appropriate training plan, including required paper and electronic paperwork (tip credit notices included where applicable).
Approves disciplinary actions pertaining to termination.
Validates inventory per company standards.
Ensure proper security procedures are in place to protect Team Members, Guests and Company assets.
KEY DECISIONS
Makes :
Team Member hiring
Team Member terminations
Holds self and other accountable to Credo and Values
Team Member wage increases, with input of Human Resources
Employee relations issues. Partners with Employee Relations department and / or Director of Operations depending on severity
Guest Relations decisions. Partners with Guest Relations department and / or Director of Operations depending on severity DECISIONS (cont'd)
Influences :
Team Member promotion to Associate Manager
Manager terminations
Identifying opportunities and enacting plans to grow sales within the four walls of the restaurant
Partners with the DO to create annual budget and sales projections
MEASURES OF SUCCESS
Guest satisfaction and Guest complaints
Revenue growth
Controlling cost
PACE
Staffing Level and Staff Turnover
Development and promotion of Team Members and Managers
QUALIFICATION REQUIREMENTS
4-year college degree preferred
Minimum of 2 years of experience as a Restaurant KM or AGM with extensive knowledge of Friday's recipes, policies, standards, theories and successful results with past responsibilities
Possess business acumen and ability to manage P&L, budgets and financial projections and analysis
Must be capable of performing all functions and meeting all qualification standards for all hourly positions
Knowledge of P.O.S. system and the back office systems to fulfill management functions
Must be able to walk and stand during entire shift
Frequent bending and stooping required
Must be able to lift up to 30 lbs
Must be able to read and write English
Must be able to hear well amongst loud background noise
COMPETENCIES
AND SELECTING TALENT : Effectively identifies and evaluates the talent within your restaurant in order to select individuals that exhibit pride, passion and personality and to build top performing teams
Proactively identifies strong candidates and "sells" Friday's in order to get the best talent on board.
Identifies high potential within the team in order to maximize internal promotes
Thinks strategically when making hiring decisions to get the right people in the right positions
Identifies great talent based on diverse backgrounds, skills, and abilities as well as common passion for the business
Effectively identifies gaps in talent and assembles the right mix of people (internally and externally) on the team to complement individual and group strengths
Utilizes selection tools and processes as guidelines to effectively assess and hire the right people for the team
Knows who top performers are and takes the necessary steps to engage and retain them
FOR PERFORMANCE : Spends time guiding, teaching and providing clear and directed feedback to your team to help them to grow and succeed
Provides guidance, direction and mentoring to help managers / Team Members reach their full potential
Provides honest and upfront feedback that is specific, timely and action-oriented
Uses relentless follow-up as a method of consistently encouraging and reinforcing effective performance
Critically evaluates managers / Team Members' unique developmental needs and builds plans to maximize strengths and improve weak areas.
Identifies what managers / Team Members are doing well and provides positive reinforcement
Delegates tasks and projects to managers / Team Members in order to help them learn new skills that can prepare them for the next level
AND INSPIRES OTHERS : Sets the example for the team by living the TGI Friday's credo and values; effectively influences and motivates them to reach goals
Acts with integrity in all restaurant and personal dealings; demonstrates consistency in words and actions
Demonstrates genuineness, openness, and approachability and consistently treats all Team Members and Guests with dignity and respect
Effectively manages stress level during difficult situations
Demonstrates the ability to understand and adjust leadership style to fit others' needs
Rallies and harnesses the energy within the restaurant by being present, upbeat and engaged
Frequently and genuinely acknowledges and rewards strong performance
Knows when to step back and allow others to lead the charge on team initiatives
ADAPTS AND MANAGES CHANGE : Keeps up with shifting business needs and embraces change in order to drive results
Responds quickly to changing needs and adapts as necessary to meet new challenges
Displays a positive, confident attitude for tackling new challenges and initiatives
Builds support and commitment among Team Members by explaining purpose and goals around organizational initiatives
Ensures that changes are fully integrated into operations and sustained over time
Perseveres through resistance to change with positive influence and firm accountability
COMMUNICATION : Keeps everyone on the same page through frequent information sharing and open dialogue
Creates open dialogue within the team that results in greater clarity and understanding of goals and expectations
Demonstrates effective listening by being available to Team Members and responding to needs and concerns
Communicates the "why" behind important goals and initiatives to gain buy-in
Respects the opinions of others; listens to comments and concerns with an open mind
Holds frequent meetings where information is shared freely with managers and Team Members
Takes advantage of opportunities to engage in one-on-one communication
EXECUTION : Sets performance standards and follows up relentlessly to ensure accountability for top quality results.
Ensures 100% compliance with standard operating procedures
Sets high standards and always looks to raise the bar
Follows up to ensure disciplined execution of procedures and sustained results by consistently communicating expectations and measuring outcomes
Delegates and follows up consistently in order to hold managers accountable
Confronts sub-par performance directly and hold people accountable for making improvements
Makes tough but necessary decisions in regards to discipline
FOR THE GUEST : Ensures that every action and decision leads to an exceptional Guest experience
Models exemplary hospitality by engaging regularly with the Guests and interacting in a positive, sincere manner
Encourages Team Members to focus efforts and attention on retaining Guests for repeat visits
Effectively balances Guest needs with TGI Friday's business needs
Utilizes unit performance data and Guest feedback to improve the Guest experience
Shows awareness of Guest needs and expectations; prevents problems before they occur
Follows up to ensure that Guest issues and complaints are addressed and resolved promptly
FINANCIAL RESULTS : Demonstrates a thorough understanding of the financial components of the restaurant and how to impact results
Analyzes financial profit and loss results, Guest satisfaction measures, and other key performance data
Uses appropriate tools and resources to monitor location's performance and understands factors that affect success and growth
Partners with the DO to devise strategies to grow the business at their location
Establishes local brand visibility to drive sales, traffic, and return visits
Displays critical insight into the key drivers of business success
Makes financial needs an important consideration in plans and decisions
MAKING & PROBLEM SOLVING : Thinks problems through, acts with urgency and always keeps the best interests of the brand at heart when making decisions
Able to digest information quickly, boil it down, and identify relevant issues
Finds root causes in order to develop workable solutions to problems
Draws important connections and considers both short and long-term implications of decisions
Right or wrong - shows the willingness to make the call and accepts responsibility for decisions and results
Evaluates various solutions to problems before taking action
Acts quickly and decisively when needed based on the need and urgency of situation
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