The General Manager is responsible for overseeing all aspects of the operation, including staff management, guest satisfaction, financial performance, and operational efficiency. The GM is responsible for all facets of the dining room and service operations, and they provide leadership and support to the Service Managers, Floor Managers, and service team. The General Manager will play a critical role in maintaining high standards of service, ensuring operational and financial excellence, and fostering a positive work environment.
Key Responsibilities:
Staff Management and Development
- Recruiting, hiring, training, and supervising staff across all FOH departments.
- Create and manage staff schedules, ensuring optimal staffing levels.
- Ensure that training standards are consistently followed.
- Conduct regular performance evaluations and provide ongoing coaching and feedback.
- Foster a positive, team-oriented work environment and address any staff issues promptly.
- Retain talent by inspiring, teaching, and embracing a culture of development.
- Hold all employees accountable to SHG’s cultural values, goals, and standards.
- Properly communicate and create an environment where new company initiatives are supported and embraced by the staff.
- Execute corrective coaching when applicable
Guest Satisfaction
- Ensure all guests receive exceptional service and have a positive experience.
- Consistently look for opportunities to provide memorable moments of hospitality for our guests
- Perform table touches at every service to ensure guest satisfaction and cultivate regulars
- Address and resolve guest complaints and issues in a professional and timely manner.
- Monitor guest feedback and implement improvements based on feedback.
- Promote a culture of hospitality and service excellence among staff
- Ensure consistent execution of food, beverage, service, and hospitality that aligns with the SHG values.
Operational Efficiency
- Oversee daily operations and planning to ensure smooth and efficient services
- Assist in managing inventory, ordering supplies, and controlling costs.
- Ensure all facilities and equipment are maintained and in good working order.
- Implement and enforce operational SOPs.
- Maintain high standards of cleanliness, sanitation, and safety.
Financial Acumen
- Managing financial performance, including revenue, expenses, and profitability.
- Displays proactive approach to managing prime costs, with an eye on the daily, weekly, monthly and quarterly projections and budgets.
- Developing and implementing strategies to achieve financial targets.
- Analyze financial reports to identify trends and opportunities.
- Budget planning and cost-control initiatives.
Marketing and Promotion
- Developing and executing marketing strategies to attract and retain guests.
- Plan and participate in activations, special events, and promotions
- Utilize social media and other platforms to promote the establishment.
Leadership and Development
- Act as a role model and leader for staff, demonstrating professionalism and dedication.
- Continuously seek opportunities for professional growth and development.
Qualifications
- Minimum of 2 years experience in a GM position overseeing a full-service restaurant
- Proven track record of leading high-caliber, upscale service
- Proven experience working with event execution
- Strong knowledge of industry service protocols and hospitality standards
- Ability to manage inventory and control prime costs
- A self-driven, results-oriented, and proactive attitude
- Ability to remain composed under pressure and solve problems quickly
- Strong strategic planning skills, with an emphasis on delivering, executing and assessing action plans
- Strong sense of initiative, including anticipating guest or operational needs
- Superior ability to effectively train, coach, evaluate, and discipline direct reports
- Superior ability to lead dynamic and motivating pre shift meetings and training sessions
- Superior conflict resolution skills
- Strong organizational and multitasking abilities to consistently meet deadlines
- Ability to lead weekly meetings with actionable items
- Skilled at collaboration and communication with the BOH
- Understands and applies environmental awareness (music, temperature, lighting, cleanliness)
- Proficiency with MarginEdge restaurant management software, or similar program
- Proficiency in POS systems
- Proficiency in reservation systems with ability to act as Maitre D
- Proficiency in event management software (Triple Seat)
- NYC Food Protection Certificate
- Knowledge of health and safety regulations
- Ability to work flexible hours, including nights, weekends, and holidays.
Benefits
- Health, dental, and vision insurance
- Paid time off
- 401k
- Opportunities for career advancement
- Dining discounts
- Commuter benefits
SHG Hospitality is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
