Job description

Job Title: General Manager
Pay Arrangement: Salary
Brand: Buffalo Wild Wings
Reports to: Multi-Unit Manager

What’s The Story?
High 5 Hospitality (H5H) started in 2004, H5H operates eight Buffalo Wild Wings franchises in Bear, Middletown, Dover, Newark, Rehoboth Beach, and Wilmington, Delaware, and also in Salisbury and Bel Air, Maryland. In August 2014, they purchased a restaurant in Newark, DE and after operating a short time have reopened as the Stone Balloon. In 2018, Limestone BBQ and Bourbon opened in Wilmington and in 2019, Eggspectation opened in Christiana.

Job Purpose:
The General Manager is responsible for the overall operation of their assigned restaurant, ensuring the overall integrity of the Buffalo Wild Wings (BWW) brand. The Team Member in this role will lead by example, enthusiastic, “can do” attitude a must.

Key responsibility areas include team performance, increased sales and profitability, effective cost controls, and development, training, and retention of Team Members and Managers.

The General Manager is responsible to work actively to ensure the restaurant meets financial, administrative, training, and operating goals while maintaining High 5 Hospitality's S.T.A.R.S. core values:

Serve Others Well
Take Responsibility
Attitude is Everything
Results Matter
Strive for Excellence

Team:

• Sources and recruits key talent for all areas of the business.
• Ensures each employee works by the H5H Code, using the STAR core values as their guideline.
• Conducts final interviews of pre-screened candidates.
• Executes orientations along with the Learning & Development Coordinator, for new Team Members.
• Ensures the execution of all company-specific training, career pathways, and development programs, including Shift Leader and Manager programs.
• Plans and leads shift meetings, builds camaraderie, and solicits feedback.
• Conducts bi-weekly Manager meetings.
• Handles shift-by-shift on-the-fly coaching of Team Members.
• Handles shift-by-shift counseling of Team Members and seeks guidance from.
• Managers for any disciplinary decisions.
• Keeps Director of HR informed of any and all employee relations issues.
• Creates and executes plans for self-development, including but not limited to the use of formal company training programs.
• Conducts performance reviews for Manager and Team Members.
• Conducts Team Meetings/Huddles as a form of communication and training.

Guest:

• Models hospitality skills/behaviors, making it your business to know your customers.
• Ensures guest satisfaction, inspires guest loyalty, and ensures responsible alcohol service, through effective shift execution.
• Effectively handles guest complaints during shifts, turning dissatisfied guests into satisfied guests before they leave the premises.
• Ensures that all Managers and Team Members are guest focused first, and displays hospitality skills consistently such as 100% Manager table visits, big hellos, and big goodbyes, etc.
• Responds to Guest comments and criticism in a constructive, positive and timely manner (within 24 hours of comment), looking at such as an opportunity to build Guest loyalty.
• Educates and empowers Management Team and Team Members to act in a similar capacity.
• Actively looks for and identifies techniques to attract new Guests.
• Builds positive, professional relationships with members of/businesses in the community.

Quality Operations:

• Utilizes all compliance systems, manager tools, and procedures both in a timely manner and with integrity (including but not limited to SOP’s, restroom checks, ticket tracker, line checks, guest check audits) to ensure proper shift execution.
• Conducts administrative manager functions as needed (entering invoices, end-of-day procedures, time punch reports, etc.).
• Maintains high cleanliness standards, holds Team Members accountable for adherence to daily, weekly, and monthly cleaning schedules.
• Helps to ensure adherence to ServSafe Alcohol, Food, and HACCP standards.
• Assists in the rollout of new company programs, policies, and procedures as requested.
• Leverages compliance/feedback tools (GEM, QSC’s, Mystery Shop feedback, etc.) in order to improve overall restaurant performance.
• Ensures adherence to company-specific systems, tools, and procedures for proper shift execution by all Team Members and Managers.
• Ensures Servsafe Food, Alcohol standards/laws are adhered to.
• Keeps current on and ensures the implementation of new programs, policies and procedures, and product promotions.
• Maintains high-quality service and cleanliness standards at all times.

Sales and Profits:

• Understands and executes all new product and marketing promotions.
• Manages shifts to achieve sales and profit goals (including labor and food cost management, and controlling expenses), through current management team.
• Creates, develops and implements an effective store marketing plan within budgeted parameters.
• Ensures acceptable overall labor results; approves all department schedules to ensure acceptable overall labor results and Guest satisfaction.
• Maintains utility conservation and creates awareness, teaches Managers how to control utility costs.

Education/Training/Experience:
Education:

• High School or equivalent. Coursework in restaurant management preferred.
• 3 plus years prior professional experience in restaurant management required.
• Must possess proper food handlers and alcohol dispensing certifications (if required by law).
• Valid driver's license.
• Satisfactory criminal history.
• General knowledge of labor laws, health codes, safe food handling and sanitation responsible alcohol service, safety and security systems and procedures, computer operations.
• Good people management skills, communication and listening skills. Must be flexible and adaptable to change.
• Demonstrated time management and organizational skills.
• Must be self-motivated, detail oriented and have a passion for teaching others.
• Must be able to work a flexible schedule including days, nights, weekends and holidays.
• Work as a contributing member of a team.
• Must be able to read and comprehend written materials, write in grammatically correct sentences, and perform basic to intermediate mathematical computations.

Physical Demands and Work Environment:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or finger, handle, or feel objects, tools or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus. The noise level in the work environment is usually moderate.

Note:
This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.

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