General Manager

Basic Purpose and Objective of the Position

The Restaurant General Manager provides overall leadership and direct supervision of operations in an individual Taco Bell unit to ensure that the restaurant meets or exceeds its annual operating goals. Focal points include: driving excellence in customer service, maintaining company standards in product and facility specification, supervising food handling procedures and operational processes, exercising financial control to meet unit profit margin targets, and selecting, training, developing and motivating employees. The Restaurant General Manager directly performs hands-on operational work to train employees, respond to customer service needs, or otherwise role model appropriate skills and behaviors in the restaurant.

Principle Accountabilities

Customer Satisfaction/Product Quality

  • Maintains fast, accurate service, positive guest relations and ensures products are consistent with company quality standards.
  • Drives customer-focused culture by serving as role model in resolving customer issues and training managers and crew to meet or exceed customer service standards.
  • Provides ongoing coaching and feedback to crew on customer service, product quality, and speed of service.
  • Tracks, analyzes, and resolves sources of customer complaints.
  • Ensures that food safety standards are met.

Financial

  • Analyzes sales, labor, inventory, and controllable costs on a continual basis and takes corrective action to meet or achieve margin and sales growth targets.
  • Trains and mentors subordinates on financial analyses and profitability tips for the restaurant.

Operations

  • Ensures that facilities and equipment are maintained to Taco Bell Standards.
  • Monitors inventory, food preparation, and order fulfillment on a daily basis to ensure adherence to company standards.
  • Establishes restaurant speed-of-service targets, monitors performance, and resolves bottlenecks to achieve goals.

Human Resources

  • Directs all restaurant-level human resource activity including: personal accountability for crew hiring decisions, training planning and execution, performance management, compensation, and employee relations issues up to and including termination.
  • Provides "hands-on" training for management staff in advanced training modules and develops all Shift Managers and Assistant Managers to assume higher level responsibilities.
  • Develops and monitors staffing plans and directs crew and management team sourcing activities.
  • Manages the work environment on all shifts to ensure fair and equitable employee treatment, as well as adherence to all company, state, and federal workplace regulations.

Success Measures

  • Achievement of financial and operating plans.
  • Margin Improvement and year-over-year sales growth

Knowledge/Skills

Delivers Excellence in Customer Service

Is fully aware of customer needs and ensures that they receive quality products and service. Ensures work is to the correct standard. Possesses extremely high standards of product quality and speed of service and constantly monitors performance against those standards. Possesses a strong eye for detail and cleanliness. Presents a positive image through a professional appearance of self and other employees. Interacts with customers in a highly effective and proactive manner. Consistently seeks to improve the customer experience. Demonstrates and emphasizes to others the importance of a winning customer experience. Uses customer feedback tools and techniques in making decisions and improving restaurant performance.

Team Leadership

Supervises others and efficiently coordinates their work. Delegates tasks to the most appropriate member of staff. Is able to remain in control of difficult situations. Provides clear direction and authority. Gets involved in a "hands-on" manner and leads by example. Is assertive. Communicates restaurant goals and has a motivating vision; links individual performance to achieving restaurant goals. Demonstrates principled leadership and sound business ethics; stands up for what's right. Celebrates achievements; recognizes and rewards others; generates pride and commitment. Regularly coaches staff to drive performance against objectives' provides ongoing, constructive feedback. Demonstrates passion, enthusiasm and intensity in work; is a role model.

Business Savvy

Identifies problems quickly; assertively develops and implements solutions; manages restaurant flow to ensure customer satisfaction. Focuses the team on critical business issues; plans, organizes, and delegates work for peak efficiency. Ensures understanding and use of available business tools by appropriate team members. Accurately analyzes financial data; identifies trends and takes appropriate action; follows-up to ensure 100% implementation. Understands key business drivers and uses this knowledge to build sales and achieve margin targets.

Restaurant Operations

Technically proficient in all aspects of food preparation, production, and delivery. Displays detailed knowledge of all key food handling/food safety procedures. Familiar with basic restaurant equipment troubleshooting. Displays detailed knowledge of all Taco Bell product standards.

Drive for Results

Able to make decisions after thorough evaluation. Shows initiative in order to make the most of day-to-day situations and problems. Quickly reacts to emergencies and identifies a corrective course of action. Uses considerable initiative. Aggressively pursues business objectives. Takes responsibility to ensure business objectives are met.

Educational Attainment/Experience Requirements

  • Strong preference for internal promote from Assistant Manager position.
  • High school diploma or GED preferred and Taco Bell or industry experience.
  • 2-4 years supervisory experience in either a food service or retail environment.
  • Demonstrated track record of workplace achievement.
  • Proven ability to drive customer satisfaction, financial performance, and employee satisfaction.