General Manager - New York, United States - Empire JointStar

Empire JointStar

Verified Company

New York, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

General Manager Job Description

My Key Accountabilities

MY KEY RESPONSIBILITIES

Drive my succession_
Team Happiness Drive my business
Speed of Service
Customers' Eyes
Gatekeeper of Knowledge, Safety & Standards

The Big

Drive and embed change_
Communic8

3 KPIs

Family Trees
People KPI's
P&L
Major League

4 VALUES

Happy Teams Happy Customers
Amazing Standards Every day
Never Standing Still
Doing the Right Thing

8 BEHAVIORS

Clear Communication
Team Working
Passion
Open to Change
Realizing Potential
Great Execution
Business Sense
Thoughtful Leadership

'These are the areas of the business that I drive through my team and I am ultimately accountable for as a General Manager'

DRIVE MY SUCCESSION

The right Pret people

To own Team Member recruitment and successful onboarding to ensure it meets business needs
To build a robust Family Tree through strategic succession planning ensuring Plan Bs are in place for each role
To drive Team Happiness by role modelling Pret's Values and Behaviors and by bringing Joy of Pret and fun to my team and customers
To embrace the Thoughtful Leadership Principles (Being Kind, Honest and Generous)
To ensure inshop training, legal compliance training and graduations are carried out following the agreed standards and guidelines and at the right time. This includes completing journals and reviews accordingly
To minimize Turnover by following the Turnover Principles
To regularly complete 1:1s to review the team's performance using Pret Behaviors, KPIs and SMART targets
To ensure the team's wellbeing by promoting and nurturing a healthy worklife balance
Set meaningful actions from Pret's Big Conversation and follow up

DRIVE MY BUSINESS

Amazing service

To ensure the team consistently delivers Amazing Customer Service by following the 6 Key Points of Service
To ensure the Speed of Service Principles are embedded in the shop and as a result, we provide fast, friendly and efficient service consistently
To ensure the Coffee Calling System is effective, creates buzz and delivers the right drink to the right customer
To ensure centrally driven JOP events are well planned, executed and appropriately supported
To encourage customer loyalty by empowering the team to use Joy of Pret initiatives
To strive to achieve a perfect Mystery Shopper score every week by putting customers first and by coaching the team to see the shop through customers' eyes

Delicious food and drink

To ensure the team consistently delivers delicious food by following the 6 Key Points of Production
To ensure the 11Step Production Process is always followed to guarantee customer safety and that each product is accurately made and labelled (if applicable)
To ensure the management team understands and follows the Production Principles putting customers' needs first and never compromising on quality or freshness
To ensure the shop food range matches customer demand
To continually develop the team's knowledge about the quality of our food and coffee
To ensure our Barista Prepared Drinks are made by trained employees consistently, and to the highest standard
To ensure no Made to Sell (MTS) rejects are on display in our Langars

Well-loved shop

To make sure Food Safety and Health & Safety Standards are consistently followed to maintain the safety of the team and customers
To ensure the shop is clean, safe and the equipment well maintained at all times
To take corrective action immediately on issues that affect customers, the team or sales
To ensure the management team follow the Managing By Walking Around (MBWA) principles, proactively monitoring Pret Standards and seeing the shop through customers' eyes
To ensure corrective training and coaching takes place to address any issues identified

Shop profitability

To drive sales and profit through the Big 4 (Forecasting, Rota, Ordering & Production)
To accurately forecast for peak trading periods, events and seasonal changes throughout the year
To maximize labor efficiency through ILP considering my customers, team and business needs and ensuring that rotas are displayed at least 3 weeks in advance
To continuously analyze and review shop results, proactively reacting to any challenges or obstacles and creating a clear action plan to improve the business profitability
To analyze stock take results, taking control of any issues by following the 7 Steps of Unaccounted
To have full Profit & Loss accountability and to monitor operating costs so they are in line with the operational budget
To ensure Pret's Financial Standards are followed at all times to minimize risk and ensure the safety of my team

Growing sales

To effectively benchmark against other highperforming shops to identify opportunities
To review Coffee Manning, Till Manning, Hot Food plan or any other relevant report to