General Manager

General Manager – Rolo’s

The Rolo’s General Manager works side-by-side with the partners and director of operations to lead the daily operations of the business. They are accountable for the aspects of the financial health of the business and the overall quality of hospitality, service, food and beverage that they oversee. They work closely with the rest of the senior management team, the floor managers and line staff to ensure that the highest standards are upheld in the aforementioned areas. The successful GM possesses solid leadership skills, the ability to manage change, excellent written and verbal communication skills, quick action/follow through as well as a deep understanding of how to drive the P&L statement. 

Reports to: Partners, Director of Operations

Direct Reports: Rolo’s Front of House (FOH) Staff

Key Relationship:

Partners, Director of Operations, Rolo’s Accounting, Back of House (BOH) Management Staff, Private Dining/Events Manager, and 853 Onderdonk LLC

FLSA Classification: Exempt

Responsibilities:

Operations

• Opens and/or closes the restaurant per Rolo’s standards
• Manages all FOH teams in their daily responsibilities and provides clear, effective direction
• Performs all POS functions, including comps, voids and transfers
• Ensures the Rolo’s dining room is set up for success and side work is continually being monitored and completed.
• Ensures Rolo’s steps of service are met for every guest
• Guides guests through the food and beverage menus, and assists with wine service
• Responsible for scheduling, payroll and management of time clock punches.

Driving Service & Hospitality Standards

• Lead the FOH staff to ensure the service and hospitality standards of Rolo’s are well-defined, thoroughly communicated and meticulously upheld throughout each shift
• Guide the entire team in identifying and implementing ongoing service improvements
• Lead strategic team meetings focused on continuous enhancement of the client interaction, both internal (staff) and external (customers) facing.

Guest Experience Management

• Guide the entire staff in continuously generating praise from Rolo’s guests.
• Coach the entire staff in turning first time visitors into regulars
• Direct the entire staff in strengthening relationships with emerging regulars and turning them into a truly devoted base of Rolo’s loyalists
• Work with management to follow up on guest feedback via emails, written responses and phone calls to thank people for praise and, if needed, navigate complaints

People Practices

• Ensure that Rolo’s hires and maintains a devoted, dependable and high-performance team by thoroughly vetting all potential FOH candidates
• Responsible for all steps in the new hire process including but not limited to proper onboarding, Payroll setup, and introduction to all of our most up to date HR policies including Time & Attendance and our code of conduct.
• Coordinate daily, weekly and monthly training (food, beverage, service)
• Provide continuous, constructive feedback and guidance to FOH team, i.e. staff members don’t make mistakes, they create opportunities for improvement
• Fairly and consistently executing progressive disciplinary action with members of the entire staff
• Maintains a strong working knowledge of all of our HR policies including, but not limited to, PTO, Sick Pay, & Corrective Action.

Compliance/DOH

• Ensure that Rolo’s remains compliant with all local, state and federal employment laws
• Lead the FOH team in compliance with the entire Health Department code to ensure an “A” letter grade on all sanitary inspections

Performance & Profitability

• Guide FOH team in maximizing revenue while maintaining soul of a friendly neighborhood restaurant
• Monitor payroll on a weekly basis and proactively adjusting staff schedules based on business levels
• In conjunction with Partners; review, analyze and approve all pay increases
• Review all end of period inventories with Partners and Rolo’s accounting team 
• Assist in overall Rolo’s budgeting and forecasting process  
• Supervises the management of inventory and cost of goods for all FOH related departments: beverage program, restaurant operation supplies, flatware, china, glasses and disposables, office supplies, etc.

Qualifications:     

3+ years of restaurant management experience

Excellent food and beverage knowledge, specifically in beer, wine, cocktails and spirits 

Multi-tasking, Problem solving and delegation

Initiative and follow through

Excellent verbal and written communication

Attention to detail                

Understanding of Microsoft Office Suite (Excel, Word, Outlook, Power Point)      

Understanding of restaurant POS systems 

Education: Preferred Bachelor’s Degree or Certification in Hospitality-related field or equivalent expertise gained from time on the job

Physical:

Ability to stand for extended periods of time

Ability to bend/climb stairs as necessary

Ability to lift/push 50+ lbs.

Meets grooming standards as outlined by employee guidelines

Ability to perform essential job responsibilities and maintain professionalism under pressure

Attends mandatory meetings, including team meetings, leadership meetings, etc.