General Manager

General Manager Responsibilities

The General Manager (GM) is responsible for running a profitable restaurant and for making sure the restaurant meets the company's critical customer standards of Quality, Service, and Cleanliness (QSC) via all 9 McDonalds Systems. The general manager reports to the area supervisor and leads a team of managers. The GM works with their team of managers to set the restaurant's goals and creates a plan to achieve those goals.

As a GM you are responsible for completing a whole job running a successful McDonald's franchise restaurant at all times. How you accomplish that job is solely at your discretion. When your restaurant falls short of expectations and goals, you fall short of performing well. You are expected to work whatever hours necessary to accomplish the goals, objectives, and targets. As a guiding principle, you are expected at a minimum to work five shifts per week, at 9 hours a day. You are expected to work different dayparts if the business requires it.

It is good practice for the GM to work all dayparts at least once in the course of the month. This will ensure exposure and awareness of all day parts so they can address business opportunities while becoming familiar with all of their employees.

People

Leads by example and is a role model for the standards and behaviors consistent with McMarro Company Policies and company culture

Shows respect for others and is sensitive to cultural / generational differences

Fosters a positive and welcoming environment for all restaurant employees and guests

Inspires and motivates the team to meet its goals (e.g., by implementing friendly competitions, rewarding individuals for meeting targets)

Shows that training and development is a priority by planning for it and removing obstacles

Consistently follows the company's hiring tools, resources, and processes, to make the best hiring and promotion decisions for the restaurant

Consistently follows the company's tools, resources, and processes, to prevent work related injuries and customer accidents

Develops shift leaders to ensure the restaurant has the right team to lead into the future

Participates as an active member of the team by helping and supporting team members as needed at the restaurant, in his / her patch, and across the organization

Deals directly with difficult or sensitive issues at work and finds solutions for such issues

Ensures breaks are given to employees according to policy

Performance and Customer Excellence (PACE)

Reviews and uses information from a variety of sources to identify opportunities for improving the restaurant (e.g., past performance, restaurant reports, PACE portal, suggestions from managers and crew)

Creates basic action plans for improving the restaurant's performance (e.g., identifies what he / she wants to accomplish, creates ideas, determines necessary steps to make the plan happen, puts the plan into place and tracks progress)

Generates and shares new ways for the restaurant to improve the experience of the customer, this can include asking customers for their feedback and using it to make changes

Always role models commitment to outstanding service and customer recovery

Follows up with customers to ensure problems are solved; makes it right for the customer

Keeps up-to-date on new products and promotions and ensures the employees are as well

Proactively identifies issues, needs, and safety risks and addresses them immediately

Ensures that food safety and security standards are met and adhered to consistently

Ensures planned maintenance and general cleanliness responsibilities are being completed and is reflected in the equipment and the appearance of the restaurant (indoors and outdoors).

Business Results

Communicates the restaurant's business plan and actions for achieving the plan

Removes barriers in order to move business goals forward and / or get back on track

Acts with a sense of urgency and executes against high standards

Utilizes resources, including boss and peers to solve restaurant problems or improve restaurant performance

Tracks and monitors key performance measurements (e.g., PACE, food costs, labor costs, TPMH, turnover, etc.) to identify potential issues and solutions

Holds self and employees accountable for results achieved (e.g., addresses performance as needed, conducts PRs on a timely basis)

Demonstrates a "can-do" attitude, sense of optimism, ownership, and commitment for getting results

Demonstrates a willingness to do the right thing for both the restaurant and its customers

Makes decisions that protect the company and the McDonald's brand

Delegates and follows up with initiatives and is proactive in carrying out job responsibilities

Leadership Behaviors

Stays calm in stressful and fast-paced environments; handles pressure and uncertainty with ease

Demonstrates an openness to change and new ways for accomplishing work by talking about changes in a positive, optimistic way; inspires buy-in

Shows others he / she is listening through body language (e.g., eye contact, not acting distracted)

Asks for personal feedback from others

Seeks out and listens carefully to others' opinions and ideas during discussions; asks questions to help clarify others' point of view

Communicates clearly, consistently, and openly with the restaurant team, GM, supervisor and company leadership