Restaurant General Manager
7 days ago
Houston
Location 6614 Hwy 6 Houston, TX 77084 Overview The General Manager leads the restaurant to achieve operational excellence, financial success, and high levels of guest satisfaction. Serves as the local face of Pollo Campero, driving a culture of engagement, accountability, and continuous improvement. Oversees all aspects of the restaurant, including people, operations, financial performance, and customer experience. Responsibilities Operational Excellence • Coordinates daily front- and back-of-house restaurant operations, • Establishes objectives and goals for operations and supervise daily shift execution, • Ensures all daily operations meet company standards for food quality, service, safety, and sanitation, • Organizes schedules in compliance with labor laws; track employee hours and maintain accurate payroll records, • Proactively identify and resolve operational issues with a problem-solving mindset, • Maintain high standards of cleanliness, safety, and organization, ensuring compliance with company policies and local health regulations, • Identify and implement operational improvements to increase efficiency, profitability, and service quality People Leadership • Leads, coaches, and develops Shift Managers and team members to create a high-performing, engaged team and ensure smooth, efficient operations, • Promotes a positive, energetic, and customer-focused culture, • Coordinates recruitment, selection, and onboarding in partnership with HR to maintain full staffing levels, • Trains Shift Managers and team members in operational procedures, service standards, and company policies, • Provides ongoing feedback, performance evaluations, corrective actions, and career development guidance, • Ensures team compliance with operational procedures, service standards, uniform policy, and all company policies, • Ensures all People Processes are executed in compliance with federal and state labor laws, • Support continuous improvement initiatives and promote a culture of learning and development Customer Experience • Models and ensures the delivery of Pollo Campero’s Passion for Service philosophy, • Addresses guest complaints professionally, promptly, and effectively, • Interacts directly with guests to gather feedback on product quality and service levels, • Analyzes customer feedback and implements initiatives to improve guest satisfaction, build loyalty, and increase returning guests Financial Management • Takes full ownership of the restaurant P&L, ensuring sales, labor, food, and operational costs are within budget and financial targets, • Monitors daily, weekly, and monthly financial reports; identify variances and implement corrective actions, • Monitors daily, weekly, and monthly inventory and place orders with vendors to maintain optimal stock levels, • Analyzes sales trends, labor performance, and cost metrics to drive operational and financial decisions, • Identifies opportunities to increase revenue and improve operational efficiency, • Oversees cash handling procedures, including deposits, petty cash, and daily reconciliations (coin orders, safe counts, shift deposits, and daily deposits), • Ensures all employees follow accurate cash handling procedures and conduct cash audits to protect against financial losses Expected Behaviors • Friendly, welcoming, and service-oriented attitude; models a culture of operational excellence and Passion for Service, • Energetic Team Leader: inspires, coaches, and develops employees while driving engagement and performance, • Consistently upholds REIR values and models CMI behaviors, • Maintains a guest-first mindset at all times, • Takes full ownership of restaurant outcomes and responsibilities, • Holds self and team accountable to service and operational standards, • Demonstrates positive energy and a strong sense of urgency, • Collaborates effectively with team members to achieve operational goals, • Attention to detail in all aspects of operations, • Remains calm, focused, and solution-oriented under pressure, • Demonstrates reliability, punctuality, professionalism, • Proactively supports the operation and the team wherever is needed, • Demonstrates willingness to learn, grow, and develop new skills Requirements • High School Diploma or equivalent required; Associate’s or Bachelor’s degree in Business, Hospitality Management, or related field preferred, • 1+ year of management experience in the QSR or restaurant industry, with direct responsibility for P&L management, • Proven track record of successfully managing restaurant financials, including controlling labor, food, and operational costs, and driving profitability, • Demonstrates strong leadership skills, including managing, coaching, and developing, and retaining teams, • Deep commitment to guest satisfaction, with a track record of delivering excellent customer service and driving a customer-first culture, • ServSafe Certification required, • English required; Spanish bilingual preferred, • Ability to lift and push up to 50 lbs., • Ability to stand for extended periods, • Ability to use Microsoft Outlook, Excel, and Word, as well as restaurant systems., • Ability to thrive in a fast-paced environment and manage multiple priorities, • Flexible work hours, including evenings, weekends, and holidays as needed, • Excellent interpersonal and communication skills, • Must adhere to company food safety and personal hygiene standards, • Must be legally authorized to work in the United States