Overview
Job Location: 1000 S Fair Oaks Ave - Pasadena, CA 91105
Salary Range: $62,000.00 - $90,000.00 per year
The General Manager provides leadership to ensure that all team members are guest-focused, team-focused, and community-connected. The Restaurant General Manager will exercise knowledge of restaurant operations, managing staff resources, providing counsel, training, developing and coaching Assistant General Manager (if assigned), Department Managers, Restaurant Support Managers and Hourly Team Members with the express purpose to build sales and profits while maintaining operating standards. 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 Department Managers, Restaurant Support Managers and Hourly Team Members. The General Manager is responsible to work actively to ensure the restaurant meets financial and operating goals.
Responsibilities
- TEAM
- Create, implement and execute the overall business staff plan, ensuring proper staffing levels are maintained by each Department Manager to build sales. Ensure Department Managers are trained to hire high-quality team members.
- Prepare the manager schedule to ensure proper business coverage according to the World Wide Wings Quality Manager Schedule Guidelines.
- Oversee the human resource management function, ensuring 100% compliance with all federal, state and local laws and regulations, company policies, guidelines and procedures.
- Ensure all employee benefits are communicated to all Department Managers, Restaurant Support Managers and Hourly Team Members.
- Provide performance feedback and recognition to all Assistant General Managers (if assigned), Department Managers, Restaurant Support Managers and Hourly Team Members through ongoing feedback, manager one-on-ones and performance reviews.
- Hold all Department Managers, Restaurant Support Managers and Hourly Team Members accountable for contributing to team and company objectives.
- Maintain an open-door policy with Department Managers, Restaurant Support Managers and Hourly Team Members to encourage open communication and consistent standards.
- Provide guidance for performance management of Team Members.
- Effectively train and develop managers, with a focus on Department Managers and Managers in Training.
- Create, deliver and follow up on Individual Development Plans for all managers; create and follow up on performance improvement action plans when needed.
- Ensure development plans for hourly Team Members are delivered effectively by Department Managers.
- Conduct informative, focused weekly manager meetings with a written agenda.
- Model effective pre-shift meetings and ensure all managers hold effective pre-shift meetings.
- Ensure effective communication among all Department Managers, Restaurant Support Managers and Hourly Team Members.
- Build positive, professional relationships with all managers and team members to maintain morale and a positive work environment.
- Ensure recognition and reward programs are in place in each department to recognize superior performance.
- Maintain/achieve turnover and retention targets.
- Model exemplary leadership behaviors and ensure all managers follow this lead.
- GUEST
- Ensure that all managers and Team Members are guest-focused and display hospitality skills consistently (e.g., 100% manager table visits, warm welcomes and goodbyes).
- Respond to guest comments and criticism constructively and promptly; educate and empower managers and team members to act similarly.
- Identify and implement techniques to attract new guests.
- Build positive relationships with local businesses and organizations in the community.
- Deliver superior GEM (Guest Loyalty Index) results through outstanding guest service and product quality at all times.
- Ensure proper staffing levels to provide superior guest service at all times.
- Adhere to management and team member training standards to deliver outstanding results.
- Deliver a WOW experience for every guest, every time.
- QUALITY OPERATIONS
- Leverage compliance/feedback information (GEM, QSCs, Steritech audits, Mystery Shop feedback, etc.) to improve restaurant performance.
- Adhere to company-specified systems, tools and procedures for proper shift execution by all Team Members and Managers.
- Ensure Serve Safe Food, Responsible Alcohol Service (RAS) and HACCP standards are strictly adhered to.
- Adhere to all city, county, state, and federal laws and regulations related to the food and beverage industry.
- Stay current on and implement new programs, policies, procedures and product promotions.
- Maintain high quality service and cleanliness standards at all times.
- Ensure managers hold Team Members accountable for adherence to cleaning schedules.
- Deliver the Buffalo Wild Wings experience through superior AV management and sports awareness.
- SALES AND PROFITS
- Create and execute an effective local store marketing plan within budgeted parameters, including Home Team Advantage and Eat Wings / Raise Funds programs.
- Approve all department schedules to ensure acceptable labor results and guest satisfaction; ensure knowledge of labor control tools (SPLH).
- Control utility costs and promote awareness of energy conservation.
- Reconcile P&L statements, analyze results, and communicate with the management team, focusing on Department Managers.
- Set daily, weekly, monthly and quarterly sales goals/forecasts to meet or exceed budgets.
- Conduct Periodic Business Review meetings and meet or exceed budgeted profit goals; troubleshoot trends as needed.
- Help managers understand how to achieve maximum bonus potential and how to meet goals.
- Hold Department Managers accountable for P&L responsibility and coach toward goals.
- Drive sales growth through outstanding guest experience.
- Ensure safety and security policies are followed and loss prevention actions are taken.
- Utilize key financial tools and control systems, and teach managers to complete Periodic Business Reviews and Weekly DM Summaries.
- Maintain unit facilities and address R&M issues to keep the restaurant in good condition.
- React promptly to changes in business trends with corrective action plans when necessary.
- Perform all other assigned duties or tasks as needed.
Qualifications
- Candidates must be highly motivated, self-directed, and results driven with strong organizational skills, attention to detail and professional written and verbal communication skills.
- Ability to create a fun, exciting environment for both guests and Team Members.
- Solid skills with basic mathematical computations.
- Proven track record of managing multiple priorities in a fast-paced environment.
- Ability to maintain confidential information and adhere to company policies and compliance issues.
- Minimum of 2 years restaurant or retail management experience; experience managing a restaurant with a full bar is preferred.
- High school education or equivalent; valid driver’s license to travel between units; satisfactory background check; ability to meet physical demands.
- Successful completion of Buffalo Wild Wings Management Certification program.
The duties of this position may change from time to time. World Wide Wings reserves the right to add or delete duties and responsibilities at its discretion. This job description is intended to describe the general level of work and is not intended to be all-inclusive.
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