General Manager - ZSA Cafe LLC

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 work place harassment and discrimination.
• Supports the Company's Mission Statement to be the Best Tim Horton's in the area for not only the guest, but the staff also.
• Uses all resources available to recruit and hire the best candidates possible. Never exhibits a Fully Staffed mentality

Operational Analysis

• Ensures that all cash handling procedures are executed daily and that anyone whom counts cash has filled out a Cash Handling Agreement and that document is given to the district manager?
• Completes Truck Orders using a par to ensure that the restaurant has the perfect level of food, paper and supplies. Doesn't over order and keep profits on the shelves.
• Analyzes their store's Key Performance Indicators (KPI) to improve on the graded categories to better their restaurants operations and profitability
• Completes End of Day at 12pm and never a minute earlier, and never more than a couple of minutes later.
• Uses Clearview to track inventory, sales, cash, labor and any other tool provided to run optimal operations. Uses Tapp for Training and Drive Thru Times. Uses Tim Zone for resources, Email and SMG Results.
• Follows Labor Matrix and LWS Tracker to schedule staff
• Follows correct operating procedures with all equipment and cleans them the way they're meant to be cleaned. Reports any Equipment/Maintenance issues to the District Manager.
• Makes sure equipment is properly calibrated
• Follows Company and Brand guidelines to ensure food is safe to serve at all times
• Uses Staff Incentive program to improve areas of opportunity within the restaurant. (Requires approval from District Manager)
• Ensures Waste is entered into TAPP

Driving Sales

• Understand their Restaurant Trends and adjusts the plan to accommodate. Uses the Product Mix to adjust production levels and waste
• Is Knowledgeable in all aspects of the REV. Constantly trains staff on being REV Ready. Keeps restaurant REV Ready
• Ensures that product is properly merchandised and at a sufficient level
• Positions staff to ensure fast and friendly service
• Educates staff on how to properly suggestive sell

PERFORMANCE INDICATORS

• Sales Variance over previous years sales
• Average Ticket
• Cash Over/Short
• Labor%
• Food Cost%
• Paper Cost%
• Supply Cost%
• Gross Margin
• SMG Survey Results
• OSAT
• Tapp Training%
• DT Times (Window)
• DT Times (Total)

POSTURAL & PHYSICAL DEMAND REQUIREMENTS

• Frequent Reaching above waist, chest and shoulder level, as well as below waist level.
• Frequent to continuous need for manual dexterity of both hands (handling, gripping, fine finger control.)
• Continuous standing on tiled surfaces for all tasks
• Ability to stand for long periods of time without a break
• Frequent hip flexing while walking for all tasks
• Occasional lifting of boxes of supplies and products weight up to 50 LBS vertically from floor to over head
• Frequent exposure to below freezing to high heat temperatures (Walk in Freezer, Ovens, etc)

OTHER

• This position is typically scheduled for a minimum of 45 hours (5 Days per week.) If your restaurant is under staffed it may demand more hours of you. Any hours accrued over 40, will be paid an over time rate of 1.5x normal wage if on hourly compensation. Overtime is not paid on a salary position.
• Must have excellent communication skills and be available to respond to any issues concerning your restaurant 24 hours a day, 7 days a week.
• You are responsible to find coverage for any call offs or missed shifts in your restaurant
• You must have reliable transportation due to Banking, Product Shortages, Call ins, etc
• You must be able to pass a ServSafe Exam
• Bonuses are obtainable 3x a year (4-month periods.) Performances and raises are based on performance.
• Must treat all employees Fairly and Respectfully. We do not tolerate favoritism
• We expect you to be loyal and trustworthy by following all company and brand policies
• Keep all Confidental Information you are privy to, absolutely private. This includes Employee personal information, Pay rates, etc.
• Social Media posts about Tim Hortons, ZSA Café or any of its employees is absolutely forbidden.
• Must be REV Ready at all times
• You are responsible to follow up on all tasks assigned to your team

This job description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow any other instructions and to perform any other duties requested by his or her supervisor.

I acknowledge and understand that:

Receipt of this job description does not imply nor create a promise of employment, nor an employment contract of any kind, and that my employment is at-will.

This Job Description provides a general summary of the position, that the contents of this job description are job requirements and, at the time, I know of no limitations that would prevent me from performing these functions with or without accomidation. I further understand that it is my responsibility to inform my Supervisor at any time if I am unable to inform these job functions.

I understand that my employer may at any time change the job duties, tasks, work hours and work requirements of this position. Acceptable job performance includes completion of the job responsibilities as well as compliance with the policies, procedures, rules and regulations of the company.

I have read, understand and agree to this job description

Employee Name: _________________________________

Employee Signature:_______________________________ Date:__________________________

Manager Signature:________________________________ Date:__________________________

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