TITLE: General Manager DEPARTMENT: Field Operations
REPORTS TO: Regional Manager STATUS CLASSIFICATION: Exempt
SUPERVISES: Restaurant Managers; Hourly Team Members
Job Purpose: The General Manager is responsible for the overall operation of their assigned restaurant, ensuring the overall integrity of the Buffalo Wild Wings brand.
Key responsibility areas include team performance, increased sales and profitability, effective cost controls, and development, training and retention of key Team Members and Managers. The General Manager is responsible to work actively to ensure the restaurant meets financial and operating goals.
All managers share responsibility for the following while functioning as the Manager-on-Duty:
Sources and recruits key talent for all areas of the business.
Conducts interviews of walk-in candidates and supports orientations for new team members when necessary.
Ensures the execution of all company specified training and development programs including hourly, WCT, shift leader and manager programs.
Plans and leads shift meetings, builds camaraderie, and solicits feedback.
Participates in weekly manager meetings.
Handles shift-by-shift on-the-fly coaching of team members.
Handles shift-by-shift counseling of team members and seeks guidance from GM, AGM or Bar Manager for any termination decisions.
Keeps General Manager informed of any and all employee relations issues, especially potentially concerning discrimination or harassment.
Creates and executes plans for self-development, including but not limited to use of formal company training programs.
Models hospitality skills/behaviors, including regular interaction and engagement with guests.
Ensures guest satisfaction, inspires guest loyalty and ensures responsible alcohol service, through effective shift execution.
Effectively handles guest complaints during shifts, turning unsatisfied guests into satisfied guests.
Utilizes all compliance systems, manager tools and procedures both in a timely manner, and with integrity (including but not limited to CSP/SOP's, restroom checks, ticket tracker, line checks, guest check audits) to ensure proper shift execution.
Conducts administrative manager functions as needed (entering invoices, end of day procedures, etc).
Maintains high cleanliness standards, holds Team Members accountable for adherence to daily, weekly and monthly cleaning schedules.
Helps to ensure adherence to ServSafe Alcohol, Food and HACCP standards, with specific responsibility for Food and HACCP.
Assists in the rollout of new company programs, policies and procedures as requested.
SALES AND PROFITS
Understands and executes all new product and marketing promotions.
Manages shifts to achieve sales and profit goals (including labor and food cost management, and controlling expenses).
General Manager-specific Responsibilities Include:
Responsible for creating, implementing and executing the overall business staff plan, ensuring proper staffing levels are maintained to build sales.
Oversees the human resource management function, ensuring 100 % compliance in all areas of laws, company policies, guidelines and procedures.
Ensures all employee benefits are communicated to all Team Members.
Provides performance feedback and recognition to all managers and hourly Team Members on an ongoing and timely basis to include manager one-on-ones and performance reviews.
Holds all hourly and management team members accountable for contributing to team and company objectives.
Creates and maintains an open door policy with managers and Team Members inspiring open and honest communication, consistency of standards and appreciation for contributions and suggestions.
Provides direction to management team for performance management of team members.
Effectively trains and develops managers (specifically Assistant Manager). Creates and delivers action and development plans for managers. Ensures any development plans for hourly Team Members are delivered effectively by managers.
Conducts informative, focused weekly manager meetings.
Models effective shift meetings; builds camaraderie; and solicits feedback. Ensures all managers are holding effective pre-shift meetings.
Ensures effective communication occurs to all managers and Team Members.
Ensures that all managers and Team Members are guest focused first, and displays hospitality skills consistently such as 100% manager table visits, big hellos and big goodbyes, etc.
Responds to guest comments and criticism in a constructive, positive and timely manner, looking at such as an opportunity to build guest count. Educates and empowers subordinate Managers and Team Members to act in a similar capacity.
Actively looks for and identifies techniques to attract new guests.
Builds positive, professional relationships with members of/businesses in the community.
Leverages compliance/feedback mechanism information (GEM, QSC's, Mystery Shop feedback, etc) in order to improve overall restaurant performance.
Ensures adherence to company-specified systems, tools and procedures for proper shift execution by all Team Members and Managers.
Ensures Serve Safe Food, Alcohol and HACCP standards are strictly adhered to.
Keeps current on and ensures the implementation of new programs, policies and procedures and product promotions.
Maintains high quality service and cleanliness standards at all times. Ensures Managers are holding Team Members accountable for adherence to all daily, weekly and monthly cleaning schedules.
SALES AND PROFITS
Creates, develops and implements an effective local store marketing plan within budgeted parameters.
Ensures acceptable overall labor results; approves all department schedules to ensure acceptable overall labor results and guest satisfaction.
Maintains utility conservation and creates awareness, teaches managers how to control utility costs.
Reconciles profit and loss statements, calculates results, conducts analysis and communicates results to management team.
Establishes daily, weekly, monthly and quarterly sales goals/forecasts to meet or exceed budgeted expectations.
Conducts quarterly business planning.
Meets or exceeds budgeted profit goals, reacts to trends, trouble - shoots problem areas.
Effectively breaks down sales and profit goals ensuring Manager understanding. Ensures managers understand how to achieve maximum bonus potential.
Assigns each manager P& L line item responsibility, coaches managers on how to attain agreed upon goals.
Completes all other assigned duties or tasks.
ADDITIONAL RESPONSIBILITIES - Three-Person Team
Bar Manager responsibilities (see Bar Manager job description)
Education: High School or equivalent. Coursework in restaurant management preferred.
4 plus years prior professional experience in restaurant management required, or equivalent BWW experience.
Experience in an Assistant General Manager or General Manager position preferred.
Must possess proper food handlers and alcohol dispensing certifications (if required by law).
Valid driver's license.
Satisfactory criminal history.
Periodic travel to management meetings an annual convention and training as needed.
Knowledge of labor laws, health codes, safe food handling and sanitation, responsible alcohol service, safety and security systems and procedures, computer operations.
Good people management skills, communication and listening skills. Must be flexible and adaptable to change.
Demonstrated time management and organizational skills.
Must be self-motivated, detail oriented and have a passion for teaching others.
Must be able to work a flexible schedule including days, nights, weekends and holidays.
Work as a contributing member of a team.
Analyze situations, identify and troubleshoot problems and implement solutions.
Knowledge of profit and loss statements, food and liquor inventory, and restaurant cost control methods.
Motivate others while providing work direction, training, and leadership.
Read and comprehend written materials, write in grammatically correct sentences, and perform basic to intermediate mathematical computations.
Take direction, communicate and execute team and company objectives.
The physical demands for this position are stands, walks, bends, lifts, and moves on an ongoing basis during working hours within a fast paced environment. These physical requirements can be accomplished with or without reasonable accommodations.
Bruno Enterprises Inc. DBA Buffalo Wild Wings