Summary Description: The General Manager is a business partner accountable for leading a single Restaurant Management and Associate team to deliver Steak ‘n Shake operational and financial standards on all shifts. The General Manager has overall responsibility for assessing Management and Associate performance to identify opportunities for development and coach for improvement. This position has primary accountability for the delivery and implementation of all Steak ‘n Shake procedures, policies and specification which deliver the Steak ‘n Shake Vision and Mission. The General Manager will partner directly with his/her Division President and will receive market level support from his/her Human Resource Manager and Field Training Manager / Coordinator to meet the business and strategic objectives of the organization.
Department: Operations – Restaurant
Reports to: Division Presidnet
1. RESPONSIBILITIES: Major functions/tasks performed in the job and the deliverable (report, product, output, etc.) produced.
Primary and Ongoing Accountabilities
Specific Duties and Responsibilities
Customer Satisfaction: Build the business by relentlessly pursuing excellence and growing customer traffic over prior year:
Effectively interact with Guests to ensure we exceed their expectations with the highest quality food and great service
Immediately address Guest concerns and complaints utilizing the Steak ‘n Shake Guest Recovery Model – L.E.A.R.N.
Ensure Guests are immediately recognized upon entering and as they are leaving
Train and motivate managers and associates to deliver great hospitality toward all guests and other associates
Consistently and effectively communicate with Managers and Associates through scheduled meetings, shift huddles, communications boards, training sessions and formal and informal coaching
Create a positive team environment through selecting service oriented Associates who are aligned through shift huddles, updated communication boards, 7 day / 30 day and 6 month evaluations, and ongoing coaching
Brand Protection: Operate in accordance with our Quality, Service and Cleanliness Standards(QSC) and other food safety practices, delighting our Guests with outstanding fresh food and training our valuable people:
Verify sales forecast for accuracy and adjust due to local influences
Execute the 14 point walk using the “Three in One” toolâ€“ ensuring the facility is radiant, the managers and associates are motivated, stations are appropriately set up / re-stocked for meal periods, and constantly move through the restaurant coaching and directing associates to ensure quality adherence and speed standards are achieved
Assess current and future staffing needs, create and execute staffing plans to ensure 100% staffing on all shifts, year round
Interviews and approves all associate hires utilizing the Select the Best tool â€“ ensuring the candidate exemplifies the 4 I’s; Image, Intensity, Integrity, Intelligence
Develop and train managers and trainers on standards, job requirements and new policies and procedures
Monitor food quality, portioning and speed from the EXPO window and resolve any issues immediately
Deliver QSC standards through effective associate and management communication of standards and expectations
Train and ensure all safety procedures are strictly adhered to
Financial Growth: Manage profitable shifts focused on delighting our guests, increasing quality and reducing prices:
Approve schedules following the Labor Scheduling System parameters including scheduling breaks, utilizing the 15 minute scheduler and having schedules completed and approved by the DM for posting by 5 pm on Friday
Validate appropriate staffing levels of well-trained associates on all shifts
Validate effective food ordering and accurate inventory levels within the restaurant
Ensure proper receiving of food deliveries, storage and posting into the Food Management System
Complete period and quarterly inventory and accurately post into the back office Food Management System
Manage “other supplies” and small wares to ensure adequate amount of supplies are available at all times
Maintain strict adherence to the cash handling and banking policies and procedures
Validating effective completion of shift tools and administrative duties as designed by Steak ‘n Shake
Ensure strict adherence to all State and Federal regulatory laws
2. SCOPE: Impact this job has in terms of decisions made, direction given, number of employees supervised, size of organization managed or supported, impact of errors, dollars, etc.
3. REQUIREMENTS: Typical minimum requirements to perform the job.
Steak ‘n Shake
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