General Manager (Hospitality)

SUMMARY:
General Manager (Hospitality) – Job Summary
We are looking for a hands-on, experienced General Manager to lead our retail/foodservice location.

You will oversee daily operations, drive sales, manage stock, and ensure an exceptional customer experience.

This role requires strong leadership, organisational skills, and a proactive approach to staff management.

POSITION INFO:
Job Description

1. Role Overview

1. Key Responsibilities

• Ensure full compliance with all operational systems, procedures, and brand standards.
• Oversee or personally perform all tasks required to keep the store operating smoothly on a daily basis.
• Maintain high standards of cleanliness, service, food safety, and presentation at all times.
• Ensure all equipment and assets are properly cared for and used correctly.

• Manage stock ordering, levels, and rotation.
• Accurately track and report wastage, shrinkage, and theft.
• Maintain stock variance and wastage within target levels.
• Understand daily, weekly, and monthly turnover and cost drivers.

• Recruit, train, and onboard staff according to company standards.
• Lead, motivate, and discipline staff in a fair and consistent manner.
• Proactively manage staff wellness, morale, and performance.
• Liaise with HR consultants to pre-empt staff issues and avoid escalation.
• Ensure all HR documentation and processes are followed correctly.

• Ensure all staff receive ongoing training and refresher sessions.
• Coach floor managers and key staff for growth and accountability.
• Attend required training sessions and implement learnings in store.

• Be a visible and present leader on the shop floor.
• Actively engage with customers and handle complaints professionally.
• Ensure customer experience aligns with the brand promise.

• Submit all required reports accurately and on time, including POS, stock, waste, HR, and maintenance reports.
• Participate in regular check-ins and review meetings with head office.
• Escalate risks, issues, or deviations early rather than reactively.

1. Performance Metrics

• No unresolved disciplinary matters.
• Staff wellness and morale levels.
• Staff training and development completion.
• Turnover performance versus targets.
• Profit contribution and cost control.
• Operational compliance, including shrinkage, wastage, and reporting accuracy.

1. Key KPIs

• Monthly turnover and gross profit margins aligned with store targets.
• Clear understanding of variances and corrective actions.

• 100% compliance with systems, audits, and brand standards.

• Zero unmanaged staff disputes.
• Annual staff turnover below 15%.

• Each staff member receives at least one development opportunity per quarter.

• Staff morale rating of 8 out of 10 or higher in internal feedback.

• Stock variance and wastage maintained below 2% monthly.

• All service logs up to date.
• No repeated equipment failures due to neglect.

• Visible management presence on the floor weekly.
• Customer compliments significantly outweigh complaints.

• All reports submitted on time and accurately.
• Action points from head office followed through consistently.

• Acts as a responsible and positive ambassador for the brand in the local community.

1. Skills & Experience Required

• Strong financial and numerical understanding.
• Previous food service or retail experience preferred.
• Proven people management ability.
• Comfortable with technology and POS systems.
• Organised, process-driven, and detail-oriented.
• Calm under pressure and solutions-focused.
• Strong leadership presence and communication skills.

1. Reporting Line