General Manager - Franchise Restaurant

Job Profile:  General Manager for Franchise Restaurant

Position Purpose

To provide leadership, coaching, and direction to designated franchise restaurants through people development and operational excellence, with the goal of maximizing long-term sales and profitability. The General Manager consistently demonstrates the company's values and leadership behaviors to build positive business relationships with key stakeholders, including the Operations Manager, Restaurant Leadership Teams, Crew Members, and Customers.

Principal Accountabilities

People

• Champions the company's People Promise by personally demonstrating and reinforcing people development, cultivating a culture of growth, trust, respect, recognition, and positive engagement.
• Actively involved in ensuring all restaurants are adequately staffed through quality hiring, effective training, and strong retention practices to maximize sales potential.
• Collaborates with the Operations Consultant and Restaurant Managers to:
  • Establish individual performance targets (Specific, Measurable, Attainable, Realistic, and Time-bound).
  • Conduct and communicate performance reviews.
  • Develop and implement Performance Improvement Plans.

• Educates restaurant management on HR policies, labor laws, and safety/security procedures; ensures compliance at the restaurant level.
• Partners with Training and HR staff to build leadership capability and deliver on the People Promise to achieve business results.
• Adopts the appropriate consulting approach (e.g., directive, supportive, coaching, collaborative) based on the performance level of each restaurant.

QSC / Sales Building

• Protects the company's brand by ensuring restaurants meet operational quality standards, food safety protocols, and legal compliance.
• Demonstrates Customer-First service by:
  • Observing restaurant operations.
  • Troubleshooting shift management challenges.
  • Implementing real-time corrective actions.
  • Recognizing outstanding performance.
• Coaches restaurant managers and leadership teams to strengthen systems and achieve target outcomes.

Business Results

• Works with the Operations Consultant and Leadership Team to develop and execute the annual business plan.
• Leverages available resources (e.g., restaurant data, PACE, Mystery Shop results, Bottom-Line Commitment, QCR, Operations Reports, P&Ls) to identify growth opportunities and risks; adjusts tactics as needed.
• Fosters a positive work environment and collaborates directly with restaurant managers and leadership teams to deliver results (e.g., customer count growth, increased sales, and higher profitability).
• Conducts periodic audits to ensure compliance with company standards in areas such as cash handling, food safety, and security.

• Bachelors degree in Business, Management, Hospitality, or a related field.
• Minimum of 5 years of experience in a leadership role within the quick service restaurant (QSR) industry.

• Strong interpersonal skills with the ability to build internal and external business relationships.

• Proven ability to translate strategy into effective operational actions.

• Takes ownership of targets and delivers against key business metrics.

• Demonstrated ability to foster customer loyalty, enhance team engagement, and maintain a positive work culture.

• Technologically savvy with the ability to use data to drive performance and achieve KPIs.
• Strong customer-centric mindset.

• Excellent communication skills.

• Strong people development and coaching capabilities.

• Profit-driven and results-oriented.