General Manager

Job Title

General Manager – Multi-Unit Operations (Tim Hortons)

Reports To

Owner / Director of Operations / District Manager

Position Summary

The General Manager (GM) – Multi-Unit Operations is responsible for overseeing the day-to-day operations, financial performance, food safety, brand standards, and people management across multiple Tim Hortons locations. This role ensures consistent execution of Tim Hortons brand standards, strong team leadership, profitability, and an exceptional guest experience at all assigned restaurants.

The GM serves as the primary operational leader, developing store managers, enforcing standards, controlling costs, and driving sales growth across the portfolio.

Key Responsibilities

1. Operations & Brand Standards

• Ensure all assigned Tim Hortons locations operate in full compliance with Tim Hortons brand standards, food safety, and health regulations
• Maintain excellence in speed of service, product quality, cleanliness, and hospitality
• Conduct regular store visits, audits, and operational reviews
• Lead execution of new product launches, promotions, and system updates
• Ensure equipment uptime, preventive maintenance, and operational readiness

2. Financial & Performance Management

• Own P&L performance across multiple locations
• Drive profitability through:
• Labor control (target ~20%)
• Food & paper cost control (target ~30%)
• Waste reduction and inventory accuracy
• Analyze weekly sales, labor, and cost reports
• Implement action plans to improve underperforming locations
• Manage budgets, forecasts, and weekly performance reviews with store managers

3. People Leadership & Staffing

• Recruit, train, develop, and retain Store Managers, Assistant Managers, and Shift Leaders
• Build strong leadership pipelines and succession plans
• Set performance expectations and conduct evaluations
• Coach managers on scheduling, labor efficiency, and team engagement
• Enforce company policies consistently and professionally
• Address performance issues, disciplinary actions, and terminations as needed

4. Training & Development

• Ensure all team members complete required Tim Hortons training modules and certifications
• Coach managers on:
• Operational execution
• Guest recovery
• Food safety & sanitation
• Lead retraining initiatives when standards or service fall below expectations
• Develop leadership capabilities across all levels

5. Guest Experience & Community Presence

• Ensure every location delivers a consistent, friendly, and fast guest experience
• Handle escalated guest concerns professionally and promptly
• Monitor and improve customer feedback, online reviews, and mystery shop results
• Support local marketing and community engagement initiatives

6. Compliance & Risk Management

• Ensure compliance with:
• Health department regulations
• Food safety standards
• Labor laws and company policies
• Maintain accurate documentation and audit readiness
• Ensure safe work environment across all locations

Key Performance Indicators (KPIs)

• Sales growth and same-store performance
• Labor cost % and food cost %
• Store cleanliness and audit scores
• Guest satisfaction and online ratings
• Manager retention and team engagement
• Training completion rates
• Operational consistency across units

Qualifications & Experience

• 5 years of restaurant management experience
• 2 years managing multiple restaurant locations (QSR preferred)
• Strong understanding of P&L, labor management, and food cost control
• Experience with Tim Hortons or similar QSR brand preferred
• Proven ability to lead, coach, and develop management teams
• Strong organizational, communication, and problem-solving skills
• Ability to travel between locations as needed
• Flexible schedule including early mornings, evenings, weekends, and holidays

Core Competencies

• Multi-unit operational leadership
• Financial acumen
• People development
• Accountability & execution
• Brand standards enforcement
• Decision-making under pressure
• Guest-first mindset

Compensation & Benefits

• Competitive base salary
• Performance-based bonus tied to:
• Sales growth
• Labor & food cost targets
• Audit scores
• Guest satisfaction
• Growth and advancement opportunities within the organization

REQUIREMENTS

Job applicants responding to this posting may be applying to a Tim Hortons® restaurant independently owned and operated by a franchisee and, if so, any hiring decisions will be made by the franchisee.