Summary Description: The General Manager is a business partner accountable for leading a single Restaurant Management and Associate team to deliver Steak ān 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 ān Shake procedures, policies and specifications which deliver the Steak ān 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.Ā
Team Function/Scope: This position serves as the primary leader of a single Steak ān Shake RestaurantĀ
Department: Operations - RestaurantĀ
Reports to: Division PresidentĀ
FLSA: Exempt
Direct reports: Restaurant Manager, Manager, ShiftĀ Manager, Trainers and all Restaurant AssociatesĀ
1. RESPONSIBILITIES: Major functions/tasks performed in the job and the deliverable (report, product, output, etc.) produced. |
Primary and Ongoing Accountabilities |
⢠Create an environment of sales growth through guest focus and delivery of Steak ān Shake procedures and policies ⢠Identify, Train and Develop Trainers, Shift Managers, Managers and Restaurant Managers ⢠Develop, Focus and Motivate the Management team to consistently deliver the Steak ān Shake objectives; Delighting Guests, Eliminating Unnecessary costs, Increasing quality, and Reducing Prices ⢠Train, Coach and Inspire Associates to deliver exceptional service, food and environment to the Guest ⢠Lead Restaurant team to deliver on key metrics and financial expectations (Field Results Report) ⢠Manage all restaurant costs to deliver positive cash flow ⢠Maintain strict compliance with food, health, safety and security standards and procedures ⢠Create a safe environment free of harassment ⢠Deliver best in class Gold Standard service ⢠Lead by Example ⢠Demonstrate effective decision making and problem solving skills that support the Steak ān Shake Principles; Relentless Pursuit of Excellence, Exceed Guest Expectations, Golden Rule, Economic Objective and Entrepreneurial Approach ⢠Lead Labor Management system through Labor Report analysis, schedule approval and execution of shift labor management ⢠Has the final authority over discipline and termination decisions ⢠Has the final authority for all hiring decisions |
Specific Duties and Responsibilities |
Customer Satisfaction:Ā
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 ān ShakeGuest Recovery Model - L.E.A.R.N.Ā
Ensure Guests are immediately recognized upon entering and as they are leavingĀ
Train and motivate managers and associates to deliver great hospitality toward all guests and other associatesĀ
Consistently and effectively communicate with Managers and Associates throughĀ
scheduled meetings, communications boards, training sessions and formal and informal coachingĀ
Create a positive team environment through selecting service oriented Associates who are aligned through ongoing coachingĀ
Brand Protection:Ā
Operate in accordance with our Gold Standard expectations and other food safety practices, delighting our Guests with outstanding fresh food and training our valuable people: Verify sales forecast for accuracy in accordance with local influences.Ā
Execute the 14 point walk ā ensuring the facility is radiant, the managers and associates are motivated, stationsĀ are appropriately setup / 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 ensure100% staffing on all shifts, year roundĀ
Interviews and approves all associate hires utilizing the Select the Best tool āĀ
ensuring the candidate exemplifies the 3 Iās; Intensity, Integrity, IntelligenceĀ
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 Gold Standard service through effective associate and management communication of standards and expectationsĀ
Train and ensure all safety procedures are strictly adhered toĀ
Financial Growth:Ā
Manage profitable shifts focused on delighting our guests, increasing quality and reducing prices:Ā
Approve schedules following the Labor Scheduling System parameters including scheduling breaks, utilizingĀ the 15 minute scheduler and having schedules completed and approved by the DP 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 FoodManagement System |
Complete weekly, period and quarterly inventory and accurately post into the back officeFood Management System |
Manage āother suppliesā 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 ān 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.Ā
⢠Implements procedures, training and programs designed by Steak ān Shake to effectively deliver the Steak ān Shake Mission, Vision and PrinciplesĀ
⢠Interviews and hires Associates within compliance of FLSA and Steak ān Shake guidelinesĀ
⢠Takes responsibility for financial resultsĀ
⢠Serves as a resource to colleagues and as a mentor to less experienced ManagersĀ
⢠Analyzes and provides solutions using Steak ān Shake programs to resolve complex problems within the restaurant
3. KEY RELATIONSHIPS: Positionās key contacts and relationships.
Primary:Ā
⢠Restaurant Associates and Trainers ⢠Restaurant ManagementĀ
⢠Division PresidentĀ
Secondary:Ā
⢠Field Training Manager ⢠Human Resource ManagerĀ
4. REQUIREMENTS: Typical minimum requirements to perform the job.Ā
⢠High School graduate or equivalent education preferredĀ
⢠Certified in all Service and Production Stations at Steak ān Shake or equivalent experienceĀ
⢠ServSafe certifiedĀ
⢠Understand Steak ān Shake policies, procedures, state laws, Health codes, Safe food handling and Sanitation proceduresĀ
⢠Positive, motivating communication skills ⢠Strong organization and time management skillsĀ
⢠Strong coaching and mentoring skills ⢠Flexible and adaptable to changing circumstancesĀ
⢠Ability to read, write, perform mathematical calculations and analyze dataĀ
⢠Demonstrate key principles: Golden Rule, Relentless pursuit of Excellence, Exceeding guest expectations, Economic objective, Entrepreneurial approachĀ
⢠Able to work in excess of 50 hours per week while standing, walking and stretchingĀ
⢠Able to lift, carry, push and pull 30 lbsĀ
⢠Able to perform any task performed by a service or production associateĀ
⢠Able to see across the restaurant to monitor and oversee the operationĀ
⢠Able to legally operate a motor vehicle
⢠Able to hear, understand and professionally respond to guest and employee inquiries, comments and concernsĀ
5. KEY PERFORMANCE INDICATORS: Key indicators to be used to measure job performance. ⢠Field Results Report (FRR)Ā
⢠Key MetricsĀ
⢠Food Management SystemĀ
⢠Labor Management SystemĀ
⢠Effective working relationship with Above Store Leaders, Restaurant Management, colleagues and direct reportsĀ
6. CAREER PATH: Logical positions along the career path, vertical and/or lateral.
⢠Field Training ManagerĀ
⢠Franchise PartnerĀ
7. Competencies: Critical behavioral and technical competencies typically required to perform the work associated with each level.Ā
CompetencyĀ | 0-6 MonthsĀ | 6-12 MonthsĀ | 12-24 Months |
1. Self ManagesĀ | AdvancedĀ | ExpertĀ | Expert |
2. Communicates EffectivelyĀ | AdvancedĀ | ExpertĀ | Expert |
3. Coaches and DevelopsĀ | AdvancedĀ | AdvancedĀ | Expert |
4. Creates TeamsĀ | AdvancedĀ | AdvancedĀ | Expert |
5. Manages Food StandardsĀ | AdvancedĀ | ExpertĀ | Expert |
6. Manages Service StandardsĀ | AdvancedĀ | ExpertĀ | Expert |
7. Manages RestaurantĀ EnvironmentĀ | AdvancedĀ | AdvancedĀ | Advanced |
8. Grows the businessĀ | AdvancedĀ | ExpertĀ | Expert |
9. Plans and ManagesĀ | AdvancedĀ | AdvancedĀ | Advanced |
10. Financial AccountabilityĀ | IntermediateĀ | AdvancedĀ | Advanced |
Note: This is not an exhaustive list of roles, activities, requirements, efforts, or working conditions associated with the position. This description is intended to be an accurate reflection of the current position. Steak n Shake reserves the right to revise the position or to require that other or different activities be performed when circumstances change (i.e., emergencies, changes in personnel or workload, rush jobs, or technological developments).Ā