General Manager
Basic Purpose and Objective of the Position
Restaurant General Managers provide overall leadership and direct supervision of operations in an individual Taco Bell unit to ensure that the restaurant meets or exceeds its annual operating goals. Focal points include: driving excellence in customer service, maintaining company standards in product and facility specification, supervising food handling procedures and operational processes, exercising financial control to meet unit profit margin targets, and selecting, training, developing and motivating employees. The Restaurant General Manager directly performs hands-on operational work to train employees, respond to customer service needs, or otherwise role model appropriate skills and behaviors in the restaurant.
Principle Accountabilities
Customer Satisfaction/Product Quality
- Maintains fast, accurate service, positive guest relations and ensures products are consistent with company quality standards.
- Drives customer-focused culture by serving as role model in resolving customer issues and training managers and crew to meet or exceed customer service standards.
- Provides ongoing coaching and feedback to crew on customer service, product quality, and speed of service.
- Tracks, analyzes, and resolves sources of customer complaints.
- Ensures that food safety standards are met.
Financial
- Analyzes sales, labor, inventory, and controllable costs on a continual basis and takes corrective action to meet or achieve margin and sales growth targets.
- Trains and mentors subordinates on financial analyses and profitability tips for the restaurant.
Operations
- Ensures that facilities and equipment are maintained to Taco Bell Standards.
- Monitors inventory, food preparation, and order fulfillment on a daily basis to ensure adherence to company standards.
- Establishes restaurant speed-of-service targets, monitors performance, and resolves bottlenecks to achieve goals.
Human Resources
- Directs all restaurant-level human resource activity including: personal accountability for crew hiring decisions, training planning and execution, performance management, compensation, and employee relations issues up to and including termination.
- Provides “hands-on” training for management staff in advanced training modules and develops all Shift Managers and Assistant Managers to assume higher level responsibilities.
- Develops and monitors staffing plans and directs crew and management team sourcing activities.
- Manages the work environment on all shifts to ensure fair and equitable employee treatment, as well as adherence to all company, state, and federal workplace regulations.
Success Measures
- Achievement of financial and operating plans.
- Margin Improvement and year-over-year sales growth
Knowledge/Skills
Delivers Excellence in Customer Service
Is fully aware of customer needs and ensures that they receive quality products and service. Ensures work is to the correct standard. Possesses extremely high standards of product quality and speed of service and constantly monitors performance against those standards. Possesses a strong eye for detail and cleanliness. Presents a positive image through a professional appearance of self and other employees. Interacts with customers in a highly effective and proactive manner. Consistently seeks to improve the customer experience. Demonstrates and emphasizes to others the importance of a winning customer experience. Uses customer feedback tools and techniques in making decisions and improving restaurant performance.
Team Leadership
Supervises others and efficiently coordinates their work. Delegates tasks to the most appropriate member of staff. Is able to remain in control of difficult situations. Provides clear direction and authority. Gets involved in a “hands-on” manner and leads by example. Is assertive. Communicates restaurant goals and has a motivating vision; links individual performance to achieving restaurant goals. Demonstrates principled leadership and sound business ethics; stands up for what’s right. Celebrates achievements; recognizes and rewards others; generates pride and commitment. Regularly coaches staff to drive performance against objectives’ provides ongoing, constructive feedback. Demonstrates passion, enthusiasm and intensity in work; is a role model.
Business Savvy
Identifies problems quickly; assertively develops and implements solutions; manages restaurant flow to ensure customer satisfaction. Focuses the team on critical business issues; plans, organizes, and delegates work for peak efficiency. Ensures understanding and use of available business tools by appropriate team members. Accurately analyzes financial data; identifies trends and takes appropriate action; follows-up to ensure 100% implementation. Understands key business drivers and uses this knowledge to build sales and achieve margin targets.
Restaurant Operations
Technically proficient in all aspects of food preparation, production, and delivery. Displays detailed knowledge of all key food handling/food safety procedures. Familiar with basic restaurant equipment troubleshooting. Displays detailed knowledge of all Taco Bell product standards.
Drive for Results
Able to make decisions after thorough evaluation. Shows initiative in order to make the most of day-to-day situations and problems. Quickly reacts to emergencies and identifies a corrective course of action. Uses considerable initiative. Aggressively pursues business objectives. Takes responsibility to ensure business objectives are met.
Educational Attainment/Experience Requirements
- Strong preference for internal promote from Assistant Manager position.
- High school diploma or GED preferred and Taco Bell or industry experience.
- 2-4 years supervisory experience in either a food service or retail environment.
- Demonstrated track record of workplace achievement.
- Proven ability to drive customer satisfaction, financial performance, and employee satisfaction.
Assistant Manager
Basic Purpose and Objective of the Position
Assistant Managers support Restaurant General Managers and provide additional management coverage of operating hours and direct supervision of store operations. Like the Restaurant General Manager, focal points include: driving excellence in customer service, maintaining company standards in product and facility specifications, supervising food handling procedures and operational processes, and exercising basic shift-to-shift financial control to meet unit profit margin targets. In addition, the Assistant Manager assumes responsibility for facilities and equipment maintenance, adherence to detail cleaning tacks, and specific routine financial controls. Human resources responsibilities of an Assistant Manager are limited to crew training, ongoing coaching, and feedback for hourly employees, and health and safety audits. The Assistant Manager directly performs hands-on operational work on an ongoing basis to train employees, respond to customer service needs, or otherwise role model appropriate skills and behaviors in the restaurant.
Principle Accountabilities
Customer Satisfaction/Product Quality
- Maintains fast, accurate service, positive guest relations and ensures consistent product quality.
- Resolves majority of on-site customer complaints.
- Conducts shift-to-shift food safety audits.
- Provides ongoing coaching and feedback to crew on customer service, product quality, and speed of service.
Financial
- Analyzes sales, labor, inventory, and controllables and takes corrective action to meet or achieve daily or weekly margin and sales growth targets.
- Shares with Restaurant General Manager day-to-day responsibility for cash procedures such as bank deposits, making change, opening/closing safe and audits of the daily paperwork.
- Shares accountability for ordering crew uniforms, voucher disbursement and audits, and monitoring utilization of utilities and cleaning.
Operations
- Focuses majority of attention on performance of evening and night shifts.
- Conducts periodic health, safety and security audits and initiates corrective action as necessary under the guidance of the Restaurant General Manager.
- Organizes store cleaning schedule and monitors ongoing and detailed cleaning standards.
- Reviews facility and equipment readiness and performs minor preventative maintenance.
- Monitors inventory, food preparation, and order fulfillment on a daily basis to ensure adherence to company standards.
- Monitors speed-of-service performance and resolves bottlenecks to achieve speed-of-service goals.
- When sole manager in charge, responsible for daily inventory, restaurant opening and closing, and daily adjustments in shift staffing and crew deployment.
Human Resources
- Screens prospective crewmembers through utilizing screening systems and first-level interviews.
- Provides training and certification for crew in selected training modules.
- Manages each shift to ensure fair and equitable employee treatment, as well as adherence to all company, state, and federal workplace regulations.
Success Measures
- Shift/Weekly restaurant performance in sales, labor, food cost and controllables.
- Customer feedback results and mystery shop scores with an emphasis on evening/late night shifts.
- Training certification levels and crew turnover.
- Operations/facility inspection scores.
Knowledge/Skill Requirements
Delivers Excellence in Customer Service
Is fully aware of customer needs and ensures that they receive quality products and service. Ensures work is to the correct standard. Possesses extremely high standards of product quality and speed of service and constantly monitors performance against those standards. Possesses a strong eye for detail and cleanliness. Presents a positive image through a professional appearance of self and other employees. Interacts with customers in a highly effective and proactive manner. Consistently seeks to improve the customer experience. Demonstrates and emphasizes to others the importance of a winning customer experience. Uses customer feedback tools and techniques in making decisions and improving restaurant performance.
Restaurant Operations
Technically proficient in all aspects of food preparation, production, and delivery. Displays detailed knowledge of all key food handling/food safety procedures. Familiar with basic restaurant equipment troubleshooting. Displays detailed knowledge of all Taco Bell product standards.
Team Motivation
Creates a good team spirit. Rewards good performance by providing positive feedback. Gets staff involved and pulling in the same direction. Encourages individuals to meet high standards and maintains dignity, respect, and morale of individual employees. Delegates a mix of good and not so good tasks. Is enthusiastic and energetic.
Educational Attainment/ Experience Requirements
- Strong preference for internal promote from Shift Manager position; internal promotes must be fully certified prior to promotion date.
- Demonstrated ability to maintain day-to-day financial controls and to coach and train hourly employees.
- Proven ability to drive customer satisfaction, financial performance, and employee satisfaction.
- 1-2 years supervisory experience in either a food service or retail environment.
- High school diploma or GED preferred.
Shift Manager
Basic Purpose and Objective of the Position
Shift Managers are an hourly position that serves to assist salaried management in routine administrative and operational task within the restaurant. Like the Assistant Manager, focal points include: driving excellence in customer service, and maintaining company standards in product and facility specifications, reviewing food handling procedures, and assessing operational processes. The human resources responsibilities of a Shift Manager are limited to crew training and ongoing coaching and feedback for hourly employees. In addition, the Shift Manager may assume full responsibility for the opening of the restaurant and, on occasion, the closing of a restaurant when salaried management is unavailable. In these instances, the Shift Manager maintains administrative control of the restaurant but is not authorized to serve in a managerial capacity.
Principle Accountabilities
Customer Satisfaction/Product Quality
- Maintains fast, accurate service, positive guest relations and ensures products are consistent with company quality standards.
- Conducts shift-to-shift food safety audits.
- Provides ongoing coaching and feedback to crew on customer service, product quality, and speed of service.
Financial
- Shares with Assistant Manager day-to-day responsibility for simple cash procedures such as making change, opening/closing safe, verifying drawers etc.
Operations
- Conducts daily inventory, completes shift-to-shift food safety audit, and sets up daily control sheets.
- Organizes store cleaning schedule and monitors ongoing and detailed cleaning standards.
- Reviews facility and equipment readiness.
- Monitors inventory, food preparation, and order fulfillment on a daily basis to ensure adherence to company standards.
- Monitors speed-of-service performance and resolves bottlenecks to achieve speed-of-service goals.
- In the absence of salaried management, responsible for food and supplies deliveries and restaurant opening and closing.
Human Resources
- Provides ongoing coaching and feedback for crew employees.
- Provides “hands-on” training for crew in selected training modules.
- Posts safety awareness documentation.
Success Measures
- Shift/Weekly restaurant performance in sales, labor, food cost and controllable costs.
- Customer feedback results and mystery shop scores.
- Operations and facility inspection scores.
Knowledge/Skills
Delivers Excellence in Customer Service
Is fully aware of customer needs and ensures that they receive quality products and service. Ensures work is to the correct standard. Possesses extremely high standards of product quality and speed of service and constantly monitors performance against those standards. Possesses a strong eye for detail and cleanliness. Presents a positive image through a professional appearance of self and other employees. Interacts with customers in a highly effective and proactive manner. Consistently seeks to improve the customer experience. Demonstrates and emphasizes to others the importance of a winning customer experience. Uses customer feedback tools and tech-niques in making decisions and improving restaurant performance.
Restaurant Operations
Technically proficient in all aspects of food preparation, production, and delivery. Displays detailed knowledge of all key food handling/food safety procedures. Familiar with basic restaurant equipment troubleshooting. Displays detailed knowledge of all Taco Bell product standards.
Educational Attainment/Experience Requirements
- Strong preference for internal promote from Crew position.
- Minimum 18 years old.