Tim Hortons - General Manager

GENERAL MANAGER JOB DESCRIPTION & EXPECTATIONS

VERSION 2021

MINIMUM JOB ENTRY REQUIREMENTS

• 1-2 Years of Food Service / Retail Management Experience
• Completion of high school diploma or GED required (must be at least 18 years of age)
• Strong Problem Solving / Organizational / Time Management & People Skills
• Excellent Knowledge of Tim Hortons Procedures and Standards, along with current and upcoming products
• The availability to work whenever your restaurant needs you / Hours of Operation
• Strong Interpersonal Skills (Motivational / Delegation / Conflict Management / Respect for others / listening skills)
• Excellent Communication Skills (Written / Verbal / Composure)
• Posses valid driver’s license and car insurance

 RESPONSIBILITIES, ESSENTIAL FUNCTIONS, & TASKS

Customer Service

• Leads by example to demonstrate and reinforce with employees that the customer is top priority and importance of projecting positive customer service behaviors such as immediate acknowledgement, smiling, maintaining eye contact, and sincerely thanking customers for their business.
• Is “People First” focused in all facets of the store’s operations including property following up & rectifying any customer issues on a timely basis.
• Ensures that proper staffing levels are maintained, so that the high Tim Horton’s standards, are reached thru the Restaurant Excellence Evaluation (REV) are maintained at all times on all shifts.
• Works with their Assistant Manager to educate Shift Supervisor’s, Bakers and Team Members on how to maintain Operational efficiency, thru the using of Positioning Charts, SOP’s and checklists, and the importance of following up with staff to ensure assigned primary and secondary duties are completed.
• Conducts Daily REV Walk Throughs and Hourly store walk throughs in order to gain the guest’s perspective of how the store looks.
• Is on the Floor from 6am to 11am during their scheduled shifts and is in a flexible position to allow for trouble shooting anywhere when it needed
• Uses a designated Labor Matrix to schedule staff when they are needed to properly serve the guest, while maintain their responsibility to achieve their budget.
• Schedules themselves to be in restaurant from 5am to 1pm at minimum to properly supervise, train and prepare staff for peak periods, while allowing enough time to complete proper SOPs.
• Schedules the Assistant Manager to be there on peak periods, when the General Manager is not.

People

• Maintains an open-door policy at all times. Encourages staff to share suggestions and concerns.
• Contacts, Screens and Interviews all candidates in a timely manner, while making smart hiring decisions for not only their particular restaurant, but the company as a whole.
• Takes responsibility to ensure that all staff is properly trained and informed at all times. Ensures that all necessary documentation is completed by all employees before they are allowed to work.
• Provides ongoing performance feedback, uses discussion planners when necessary, and conducts performance reviews regularly.
• Sets daily/weekly/monthly goals and objectives with their staff and provides guidance and assistance to ensure they meet them
• Reviews and Verifies Daily Time Punches and ensures that they are accurate and complete by 7am every Monday morning and communicates with their District Manager. They NEVER adjust their own Time Card without prior consent from their District Manager
• Is knowledgeable of relevant employment legislation and ensures that all laws are being followed.
• Supervises and develops all staff members to ensure all job duties and behaviors are aligned with Store, Company and Brand policies and applies progressive discipline where necessary. Consults with their District Manager before suspending or terminating an employee.
• Ensures that their staff is provided with the information that allows them to do their best on their shift and works to identify high performers and train them for the next level of responsibility.
• Ensures that a health and safety program is in place in the restaurant. Reports all accidents immediately to the District Manager. Follows all local Health Department protocols, and ensures all notices are corrected immediately. Follows all COVID guidelines and reports to their District Manager immediately if any employees are experiencing any symptoms, and follows instructions accurately.
• Promotes a Harassment Free work environment, ensuring that the company policy is posted and in place. Enforces a zero-tolerance policy on wor