Jobs for People with MS: National MS Society

Job Title: General Manager Job Code: MG40

Job Family: Operations Career Path/Job Link Level:

Job Function: Corporate Restaurant Operations Career Level/Cluster:

Job Function Summary: (from job family descriptions)

Manages and assumes responsibility for all functions of a Papa John’s restaurant to ensure restaurant profitability.

This is accomplished by being a self-sufficient leader, making quality decisions, and ensuring proper planning,

forecasting, and systems are in place. Other responsibilities include the management of operations including the

execution of all Company policies, procedures, programs, and systems. Ensures compliance with all federal, state and

local laws and ethical business practices.

Job Purpose: (high-level summary of why position exists and what value it brings the organization)

This position oversees all operational aspects of a Papa John’s restaurant including execution of all Operations

Manager duties when that position is unavailable/unfilled. Operations Managers, Manager Designates, and Shift

Leaders report directly to the General Manager. In restaurants where the Operations Manager role is available/filled,

restaurant team members and delivery drivers report directly to the Operations Manager. Where this role is

unavailable/unfilled, restaurant team members and delivery drivers report to the General Manager.

Duties and Responsibilities: (5-8 key activities and decisions for which this role is accountable)

 Monitor product quality and customer service standards, identify deficiencies, and follow up with direct reports

to address and correct areas of concern. Professionally and promptly respond to all customer concerns or issues.

Solicit customer feedback, share feedback with team and use feedback to improve restaurant operations and build

brand loyalty. Oversee training and execution of quality standards.

 Oversee recruiting efforts to meet staffing needs and effective compliance with uniform and appearance

standards. Establish and communicate performance expectations and conduct timely and effective performance

reviews with direct reports. Document performance issues and take appropriate disciplinary action, up to and

including termination. Effectively coach and develop direct reports and build an atmosphere of teamwork, energy

and fun, including the implementation of team member recognition programs to reward and retain high performing

team members.

 Manage sales goals against budget & prior year by ensuring prompt and friendly customer service; monitor and

execute plans to enhance/address deficiencies in sales trends such as ticket average and order frequency. Seek

additional sales through traditional and non-traditional methods by executing creative local restaurant marketing

and creating a positive presence in the community.

 Manage profit goals against budget & prior year; ensure food, labor & other controllable costs stay within budget,

& correct deviations from the budget by accurately utilizing the FOCUS System. Develop & implement appropriate

plans to resolve unfavorable trends and enhance profits. Execute administrative and cash management duties.

Plan and manage adequate inventory levels using the restaurant’s computerized inventory system to meet sales

demands and minimize loss. Manage company’s assets by ensuring the restaurant is clean, fully equipped and all

equipment operates properly; ensure restaurant meets safety and security standards at all times; oversee

preventative maintenance and repairs when necessary.

Functional Skills: Education, Experience & Certifications

 Analytical Skills: effectively uses data to generate insights for

operations excellence

 Planning & Prioritization: highest impact, highest value

 Financial & Business Acumen

 Communicates effectively and candidly

 Problem Solving; ability to use rigorous logic to solve problems

with innovative effective solutions

 Process Improvement: Strive to continually improve

 Ability to build and leverage talent

 Ability to work independently with minimal supervision, while

establishing team goal and delivering results

 Two years successful restaurant management or

supervision experience preferred

 High school diploma (or equivalent) required

 Serv-Safe/Local/State Food Service Certification

 Basic accounting including invoice reconciliation and

financial statement analysis

 Cash management skills

 Bilingual in certain markets

 Must have a driver’s license valid under the laws of the

state(s) where the team member works, insurance,

satisfactory vehicle and ability to drive

SCOPE

Financial: (cost and/or revenue budget with exclusive authority) Reporting relationship: (what position does this job report to?)

 TBD Director of Operations

JOB PROFILE

PHYSICAL DEMANDS:

While performing the duties of this job, the team member is regularly required to stand, talk, hear, use hands

repetitively, handle, or feel, stand for prolonged periods, walk, grasp firmly/strongly and simply/lightly with hands, and

use fine finger dexterity. The team member is frequently required to bend, twist, reach with hands and arms including

above shoulder level, crouch or stoop, kneel, repetitive use (or motion) of arms, hands, and feet, and use head and

neck in a twisting or static motion and to look up and/or down, and lift and/or move up to 20 pounds. Occasionally, the

team member is required to sit, climb, balance, push and/or pull, and lift and/or move over 20 pounds.

WORKING

CONDITIONS:

Working conditions are normal for a

restaurant environment.

ADA: Papa John’s will make reasonable

accommodation(s) in compliance with the

Americans with Disabilities Act of 1990, including

changes made by the ADA Amendments Act of

2008.

COMPETENCIES: (work habits, attitudes, personal characteristics, and behaviors that reflect how a person accomplishes the duties and

responsibilities of his/her job.)

Strive for Excellence: Knowledgeable about how organizations work; Knows how to get things done both through formal channels

and the informal network; Understands the origin and reasoning behind key policies, practices, and procedures; Understands the

cultures of organizations.

Harnessing Value and Potential: Uses a mentoring style that is honest, solid, and empowering; Drives team performance without

compromising the work culture; Provides ongoing coaching and follow up support to help team members achieve their desired

performance; When coaching, ensures feedback is both constructive and objective.

Customer Centric: Takes personal responsibility for increasing customer satisfaction; Ensures that a consistent message has been

delivered internally and externally regarding the Papa John’s customer brand; Promotes an environment where team members

and leaders (e.g., corporate office or restaurants) are held responsible for their role in delivering the customer service brand

promise

Leadership Courage: Clearly defines the expectations and how they will change for internal and external stakeholders; Manages

any resistance to change within teams; Fosters an environment where team members’ and leaders’ egos and sense of entitlement

are kept in check; Monitors the team’s successes and failures and shows a willingness to course correct whenever necessary.

Bias for Action: Demonstrates a willingness to jump into action wherever they might be needed; Using good judgment, seizes

opportunities to improve systems and processes that impact team members’ performance; Demonstrates the ability to make

difficult decisions based on a minimum of planning.

Optimizing Collaboration: Creates a team environment where hard and soft resources are openly shared; Facilitates team

discussion and open communication; Clarifies the role and responsibilities of each team member, as well as the leader; Sustains

the team’s energy by reinforcing the value of achieving the shared goal.

Credibility and Influence: Can negotiate skillfully in tough situations with both internal and external groups; Can win concessions

without damaging relationships; Can be both direct and forceful as well as diplomatic; Gains trust quickly of other parties to the

negotiations.

OTHER INFORMATION:

• Must be 18 years of age or older

• Must be able to work long hours, scheduled or unscheduled, which will include nights, weekends, and as

emergencies arise

• Ability to successfully perform the job duties in the restaurant

• Exempt, salaried position

• Employment is contingent upon satisfactory results of a background check

Must be aligned with Papa John’s Values

It is the policy of Papa John’s to provide equal employment opportunities for all applicants and team members without regard to race, color, religion, sex, age, marital status or civil partnership, national or ethnic origin, pregnancy or maternity, veteran status, uniformed service (as defined by 10 U.S.C. §101 (a)(5)), protected disability status, genetic information, sexual orientation, gender identity, gender reassignment, or gender expression, or any other characteristic protected by statute or law.