Description

STATEMENT OF PUPOSE

Manages the operations and staff of a Wendy’s restaurant, including the execution of all Company policies, procedures, programs and systems. Ensures achievement of restaurant objectives are reached in all areas while following all Company guidelines. Ensures compliance with all Federal, State and local laws and ethical business practices. Provides leadership, direction, training and development to subordinate managers and crew. Creates and maintains a “People Excellence” environment.

ACCOUNTABILITIES AND KEY MEASUREMENT CRITERIA KEY MEASUREMENT CRITERIA:

In order to achieve consistency throughout our system as we measure and evaluate performance, the measurement criteria following each accountability should be considered and evaluated. The actual results as well as methods used to obtain the results should be assessed and commented on within the evaluation. It is also appropriate in your narrative to discuss leadership, management and development of subordinates in the attainment of the accountabilities. The Key Measurement Criteria should not be viewed as the only factor to evaluate, as there are normally additional items that relate to a specific individual or market.

1. Trains, monitors and reinforces food safety procedures to store management and Crew Members. Ensures all food safety procedures are executed according to Company policies and health/sanitation regulations; takes corrective actions, as appropriate.

KEY MEASUREMENT CRITERIA

1. FSE scores
2. Training and execution of all food safety procedures
3. Current Food Safety certification including certification of self and management staff
4. Food safety culture
5. Total store cleaning systems
6. Expiration dates
7. Cooked and raw products
8. Temp log
9. Hand washing
10. Dishwashing sanitizing and proper drying
11. Food Safety Walk Thorough
12. Health Department evaluation results

2.Maximizes store sales goals versus budget and prior year, including participation in marketing programs. Develops and implements appropriate plans to resolve unfavorable trends and enhance sales. Manages assigned store requirements for new product rollouts/procedures.

KEY MEASUREMENT CRITERIA

1. Sales performance versus budget & prior year
2. Sales performance of key initiatives including:
   • Transaction growth 
   • Service times
   • Late night sales 
   • Pick Up Window 
   • Kids Meals
3. Regular communication of store sales performance to DM & store management team
4. Involves DM & store management team in correcting anticipated variances
5. Execution of national and local marketing programs
6. Execution of new product rollouts
7. Participation in community programs to enhance goodwill for Wendy’s Brand
8. Response to competitive intrusive activities aimed at diverting store business

3. Maximizes profit goals versus budget and prior year. Manages food, labor and paper costs and other controllable expenses. Develops and implements appropriate plans to resolve unfavorable trends and enhance profits.

KEY MEASUREMENT CRITERIA

1. Profit performance vs. budget and prior year
2. Management of food, labor, paper and other controllable costs
3. Monitoring and utilizing follow-up systems to achieve profitability objectives
4. Actions taken to address profit shortfalls or cost variances
5. Informs DM and store management team of profitability performance and anticipated variances
6. Preparation and participation in period P&L reviews
7. Utilizing indexing to track profit flow through
8. WOTC vouchering

4. Ensures the continual improvement of Quality, Service and Cleanliness standards on all day parts, including monitoring of food product quality. Ensures total store “Service Excellence”, including “Customer Courtesy”, standards are met; implements corrective actions, as required.

KEY MEASUREMENT CRITERIA

1. Attainment of SPARKLE certification; attainment of “Dave’s Way” certification
2. Training, coaching and continual improvement of Quality, Service and Cleanliness standards on all day parts
3. Continual improvement in ROE, SOE, FSE and other store performance indicators
4. Proactive execution of “Customer Courtesy” including management and crew interaction with guests
5. Frequent, nature and timely resolution of customer complaints
6. Identification of trends resulting from customer complaints and development of action plans to address trends

5. Develops subordinate to maximize their contributions and future promotability. Executes proper training and development through established systems and practices.

KEY MEASUREMENT CRITERIA

1. Utilization of COT system on a daily basis
2. Development of qualified bench strength as measured by internal promotions
3. Training and utilization of established store systems and standards
4. Timely support and reinforcement of WMI curriculum and other training
5. Development and execution of weekly plans for subordinates
6. Development of subordinates through coaching and reinforcement of desired behaviors through review of key operating systems
7. Communication and training of operational changes and new products and procedures

6. Ensures People Excellence culture through the execution of the restaurant’s overall Human Resources program. Ensures achievement of proper staffing levels. Utilizes ongoing systems for the recruitment, development, recognition, and retention of store management and crew. Prepares and conducts quality, timely performance feedback and performance appraisals for store management. Provides quality, timely performance feedback and performance appraisals for crew. Works with HR staff to manage Conflict Resolution process at the store level, ensuring expedient and appropriate resolution.

KEY MEASUREMENT CRITERIA

1. Crew and Shift staffing levels on all day parts vs. goal
2. Diversity of hires
3. Turnover results for store management, AMIT, shift and crew
4. Execution of plans to reverse negative turnover trends
5. Execution of interviewing promise to identify qualified applicants to positively reflect Wendy’s image
6. Quality of content and percent of on-time reviews for store management, Shift Supervisors and Crew Members
7. Appropriate use of base pay and merit guidelines
8. Management and resolution of performance issues with Managers and crew including appropriate escalation of employee problems
9. Environment in which employees are treated with respect and dignity
10. Conflict Resolution process
11. WOTC call-in compliance

7. Ensures store compliance with Company operating policies and procedures. Works with District Manager to establish store priorities, and develops and executes store plans. Informally evaluates store performance, receives and incorporates feedback from store inspections, and implements action plans to improve store ratings. Conducts regular managers’ meetings to communicate and reinforce priorities.

KEY MEASUREMENT CRITERIA

1. Execution of Company systems and operation procedures
2. Frequency and content of communications among managers and crew (e.g. manager meetings, management logs, crew meetings, crew communication boards, etc.)
3. Utilization of approved uniform program
4. Audit and review of systems, checklists and work habits to ensure store personnel are demonstrating desired behaviors

8.Ensures protection of Wendy’s brand and assists through store compliance with Company policies and procedures. Evaluates store performance at specific intervals using Company inspection form; coach and retrains managers as required.

KEY MEASUREMENT CRITERIA

1. Escalation of non-compliance issues
2. Store compliance audits (e.g. file, cash, safety & QA)
3. Compliance with all Federal, State and local requirement
4. Compliance with Wendy’s HR policies and procedures
5. Execution of Company systems and operating procedures
6. Execution of procedures for control of cash, property, product and equipment, including control of coupons, discounts, register operator voids, manager mode voids, claim frequency
7. Execution of Safety and Security policies as they relate to risk and casualty claim loss
8. Maintenance of buildings, grounds and equipment, and execution of Prevent Maintenance Program q Identification and appropriate resolution of control or security issues

9. Performs other job-related duties as may be assigned or required.

KEY MEASUREMENT CRITERIA

This accountability should be left blank unless a specific program, activity, or contribution resulted which is not addressed by a previous accountability.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

KNOWLEDGE

1. Wendy’s operating systems and procedures
2. Wendy’s policies and procedures related to job responsibilities
3. P&L analysis and corrective measures

1. Supervisory practices
2. Planning and budgeting
3. Interviewing practices
4. Training and development practices
5. Federal, State and local employment laws

EDUCATION/EXPERIENCE

College degree and 3-4 years line operations experience in the restaurant industry; or equivalent combination of education and experience

WORK ENVIRONMENT

In order to satisfactorily execute and meet the above accountabilities and key measurement criteria, the General Manager must perform managerial duties on site, in accordance with customary scheduling requirements for this position. The General Manager must be able to stand for long periods without a break, and be able to travel to the bank, other restaurants, Area Office, etc.

DISCLAIMER: Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at anytime.