General Manager

Overview

The General Manager (GM) is responsible for managing all aspects of the business to ensure guests are delighted with a fast, friendly, fresh, clean, and in‑stock shopping experience. The GM achieves performance targets, provides craveable food and beverage offerings in a food‑safe environment, and improves financial performance year‑over‑year through the Plan to Win Strategy and demonstration of core values. The GM accomplishes these results in a staffed, stable & scheduled environment by providing a consistent team‑member experience through training, coaching, and recognition, while fostering a safety culture by believing in Zero.

Key Responsibilities

• Drive a safety culture by ensuring a clean, organized, and safe environment for all team members and guests.
• Ensure proper procedure is followed relating to safety, accidents, and incidents including reporting, investigations, and documentation.
• Create a place of welcoming and belonging for our guests and team members.
• Oversee the daily execution of the store operating system through management of the game plans to deliver a consistent guest/brand experience that enables the store to achieve performance targets and improve financial performance.
• Grow top‑line P&L performance and control key financial lines; understand reports and how the information can impact and/or increase sales; develop plans to correct budget misses, measure and track plan effectiveness, and ultimately achieve budget in a timely manner, complete required reports either in writing or via computer entry.
• Track and manage inventory through count execution and submitting accurate orders to remain in stock.
• Delegate tasks to subordinate team members and follow up to ensure proper completion.
• Engage and lead company initiatives.
• Oversee food production to ensure food safety requirements are consistently met and that par levels are maintained for a craveable and consistent offering, while growing sales and controlling waste.
• Develop well‑trained team members by following Thorntons’ training processes as prescribed while demonstrating and teaching our core values.
• Support and guide team members through career path while holding team members to a high standard of execution through coaching and accountability via Thorntons’ progressive discipline process.
• Recruit, interview, hire and schedule all team members to ensure adequate coverage for all shifts while complying with meal and rest break requirements.
• Train and empower team members to de‑escalate guest service issues.
• Communicate with team members in a positive manner that motivates and inspires them to act in accordance with the Plan to Win strategy.
• Comply with all federal, state, and local inspectors by taking immediate and appropriate action, and communicating and maintaining records of all inspections, certificates, and necessary records.
• Promote sales and profits working within the local community to partner and support events that extend the brand.
• Maintain regular and predictable in‑person attendance.
• Perform additional duties as assigned.

Key Relationships

• Region Manager
• Store Manager
• Guest Service Representative
• Human Resource Manager
• Recruiter
• Trainer
• Auditor

Skills

• Demonstrates a commitment to leading by example; considers no task below one’s position.
• Uses analytical skills to identify and solve a variety of business‑related problems.
• Uses basic arithmetical skills to add, subtract, and divide as necessary to complete financial reports, cash, inventory, etc.
• Prioritizes and distributes work to deliver objectives on time and to the highest standard.
• Demonstrates a positive and approachable presence, even during stressful situations.
• Recognizes positive performance, celebrates team achievements, addresses poor performance.
• Takes action to remove obstacles and address problems before they impact performance and results.
• Provides feedback effectively and with empathy.
• Actively solicits internal and external guest feedback to improve business relationships.
• Fosters team camaraderie, collaboration, and cohesion.
• Uses “active listening” to understand viewpoints of others, adjusts position to resolve conflict.
• Values diversity and recognizes strengths of individuals from diverse backgrounds.

Knowledge

• Principles and processes for providing guest service, including needs assessment, meeting quality standards, and evaluating guest satisfaction.
• Principles and methods for displaying, promoting, and selling products or services.
• Principles and procedures for personnel recruitment, selection, and training.

Experience

Minimum three (3) years single‑unit management in retail and/or food and beverage industries. Experience with PeopleMatter, Workday, Reflexiso PDI, ESO Equipment/Special Expertise a plus.

Required or Preferred Qualifications / Certifications

• High School Diploma or GED (Required).
• Must have reliable transportation.
• Valid driver’s license (preferred).
• Food Safety and Handling Certifications (preferred; if not possessed upon hire, must have the ability to obtain one).

Physical Requirements

• Must be able to climb a ladder to clean windows, stock shelves, make price changes, etc.
• Daily standing, pushing, pulling, reaching, bending, squatting, climbing, walking and lifting up to 55 lbs.
• Occasional sitting and driving required.
• Exposed to extreme weather conditions and temperatures.
• Long periods of standing.
• Exposure to gasoline fumes and cleaning products.

Equal Opportunity Employer Statement

Thorntons LLC is committed to being an equal opportunity employer, and providing reasonable accommodations to qualified candidates and employees pursuant to applicable law. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, military and veteran status, gender identity or expression, genetic information, or any other characteristic protected by federal, state, or local law. If you require reasonable accommodation as part of the application process please contact [email protected].

Benefits

• Weekly pay.
• Free dispensed beverage during your shift.
• A free meal per shift.
• Medical, dental, vision.
• 401(k) with matching company contribution.
• Vacation, sick leave.
• Life insurance.
• For a full list of benefits and eligibility please visit