Restaurant General Manager

GENERAL DESCRIPTION

The GM is the leader of the Potbelly shop. Leads and behaves according to the Potbelly Values. They should have the ability to see the “Big Picture” of running the business. They must be able to coach and develop people, to execute outstanding product quality and exceptional customer service, and to build sales and control costs for each shift. They should also be able to multi-task and follow Potbelly standard operating policies, procedures and tool use with essential areas of focus including: 

ESSENTIAL FUNCTIONS

In addition to following standard Potbelly operating policies and procedures, main areas of focus include (but are not 

limited to):

People

• Select and hire great employees who represent Potbelly Values.
• Ensures that all training programs are executed to standard.
• Train and develop all employees to the next level. 
• Assess staff abilities. Create and implement effective development plans.
• Create and enforce a plan to reduce turnover.
• Delegate tasks to the team and provide follow-up. Hold the team accountable.
• Build relationships among team members. Provide effective and open communication on goals through routine communication. Recognize positive contributions.
• Provide timely and thorough performance appraisals based on defined goals and objectives for the shop.
• Educate team on and enforce all appropriate personnel policies, labor laws, tool use, and security and safety procedures.
• Administer all in-shop employee benefits and payroll procedures.
• Holds effective weekly meetings with the shop management team to ensure goal alignment and communication.

Customers

• Provide fast, friendly and accurate service.
• Effectively handle customer complaints/issues.
• Measure customer satisfaction and execute plan to improve both satisfaction and loyalty.
• Maintain a clean and inviting shop. Ensure cleanliness, maintenance and security standards are met.
• Ensure product quality, safety and sanitation standards are met.

Sales

• Increase comp sales and deliver budgeted sales each period.
• Create a marketing plan to effectively drive in-shop and outside of the four walls sales.
• Execute the marketing plan and hold the team accountable to drive sales results.

Profits

• Control cost of goods, variances and inventories within the shop.
• Staff and schedule appropriately to control labor costs.
• Ensure proper cash handling and deposit procedures are followed.
• Ensure appropriate inventory and ordering systems are in place.
• Must have financial literacy; Ability to understand and learn from financial reports.
• Ability to increase flow-through.

ESSENTIAL PHYSICAL FUNCTIONS

• Must have the ability/stamina to work a minimum of 45 hours per week.
• Ability to stand/walk for 9-10 hours per day.
• Must be able to exert well-paced and frequent mobility for periods of up to five hours.
• Ability to lift up to 10 pounds frequently and up to 50 pounds occasionally.
• Will frequently reach, feel, bend, stoop, carry, finely manipulate and key in data.
• Must be able to work in both warm and cool environments, indoors (95%) and outdoors (5%).
• Must be able to tolerate higher levels of noise from music, customers, and employee traffic.
• Must be able to tolerate potential allergens: peanut products, egg, dairy, gluten, soy, seafood and shellfish.

EXPERIENCE, EDUCATION AND BEHAVIORS

• Knows, lives and can teach The Potbelly Advantage.
• Knows how and successfully grows our sales/business profitably.
• Minimum of at least 2 years as a General Manager in a restaurant or retail environment with P&L. responsibility preferred or through internal development.
• High School diploma, Bachelor’s degree, preferred.
• Strong business acumen. Ability to see “Big Picture.”
• Ability to manage a fast-paced, high-volume, clean, customer-focused restaurant.
• Must have open availability, as the schedule will be dictated by the needs of the business and may include some nights, weekends, and holidays.
• Ability to comprehend and communicate in English via verbal and written communication, such that employee can perform his or her job responsibilities.
• Must spend 80-90% of time on the shop floor in the Front of the House.
• Must have financial literacy. Ability to understand financial reports.
• Exceptional customer service skills.
• Strong time-management skills. Ability to multi-task, to prioritize and