General Manager

Position Summary

As a General Manager, the Employee is responsible for the overall leadership, management, and operational performance of the restaurant. The General Manager provides strategic and day-to-day leadership across all areas of the business, including Front of House (FOH), Back of House (BOH), guest experience, team development, staffing, financial performance, food safety, workplace health and safety, inventory, and operational execution.

The General Manager is accountable for ensuring that the restaurant operates safely, efficiently, profitably, and consistently in accordance with Company standards, policies, procedures, and the mission and values of Chick-fil-A. The General Manager works closely with the Owner/Operator and Leadership Team to establish priorities, execute business initiatives, develop leaders, address operational challenges, and support the long-term success of the restaurant.

The General Manager is expected to lead through example and create a culture of professionalism, accountability, hospitality, teamwork, continuous improvement, and leadership development. The General Manager provides oversight to all restaurant leaders and Team Members and is responsible for ensuring alignment and collaboration between Front of House and Back of House operations.

Duties and Responsibilities

Duties and responsibilities include, but are not limited to:

Restaurant Operations & Leadership

• Providing overall leadership, direction, and operational oversight for all areas of the restaurant, including Front of House, Back of House, catering, and other operational functions.

• Ensuring the restaurant consistently operates in accordance with Company standards, procedures, policies, and expectations.

• Establishing daily, weekly, and longer-term operational priorities in alignment with direction provided by the Owner/Operator.

• Monitoring restaurant performance and identifying operational opportunities, challenges, and areas requiring improvement.

• Ensuring effective communication and coordination between Front of House, Back of House, and all members of the Leadership Team.

• Providing direction and support to Managers, Directors, Supervisors, Trainers, and Team Members.

• Ensuring leadership coverage and appropriate delegation of responsibilities during all operating periods.

• Overseeing opening, closing, and daily operational procedures to ensure the restaurant is properly prepared, operated, and secured.

• Responding to operational issues and making appropriate decisions to maintain safe, effective, and efficient restaurant operations.

• Supporting and implementing new systems, procedures, programs, and operational initiatives established by the Company or Owner/Operator.

• Performing operational duties alongside the restaurant team when required to support business needs.

People Leadership & Development

• Leading, coaching, mentoring, and developing the restaurant's Leadership Team to build a strong and capable leadership pipeline.

• Developing Managers, Directors, Supervisors, Trainers, and Team Members through structured coaching, feedback, accountability, and development opportunities.

• Supporting succession planning and identifying employees with potential for increased responsibility and leadership.

• Overseeing employee recruitment, selection, onboarding, training, development, and retention in collaboration with the Owner/Operator and appropriate leadership.

• Supporting the establishment and maintenance of appropriate staffing levels based on business needs.

• Reviewing employee performance and ensuring that performance expectations are clearly communicated and consistently applied.

• Addressing performance concerns, conduct issues, attendance concerns, and policy violations in accordance with Company policies and applicable legislation.

• Supporting performance evaluations, corrective action, disciplinary processes, and employee development plans as appropriate.

• Promoting a positive, respectful, inclusive, and accountable workplace culture.

• Ensuring leaders understand and consistently apply Company policies, procedures, and employment expectations.

• Encouraging open communication and creating an environment in which Team Members and leaders feel comfortable raising workplace and operational concerns.

Scheduling & Labour Management

• Overseeing employee scheduling in collaboration with restaurant leadership to ensure appropriate staffing levels and operational coverage.

• Reviewing schedules to ensure alignment with forecasted sales, business needs, employee availability, and operational requirements.

• Monitoring labour allocation and productivity and identifying opportunities to improve labour efficiency.

• Ensuring leaders appropriately manage staffing adjustments throughout each shift based on business demands.

• Reviewing labour performance and supporting action plans where staffing or labour efficiency requires improvement.

Financial & Business Performance

• Supporting the overall financial performance and profitability of the restaurant.

• Monitoring sales, labour costs, food costs, operating expenses, and other key financial and operational metrics.

• Reviewing financial and operational reports and identifying trends, opportunities, and areas requiring corrective action.

• Supporting the development and execution of budgets, financial goals, sales objectives, and business plans established by the Owner/Operator.

• Implementing action plans designed to improve sales, profitability, productivity, and operational efficiency.

• Ensuring appropriate cash handling procedures are followed and Company assets are properly protected.

• Monitoring financial variances and supporting investigation and resolution of discrepancies.

• Demonstrating sound business judgment when making operational decisions and allocating restaurant resources.

Guest Experience & Hospitality

• Ensuring the consistent delivery of exceptional guest hospitality throughout every area of the restaurant.

• Maintaining oversight of guest service, order accuracy, speed of service, cleanliness, hospitality, and overall guest experience.

• Reviewing guest feedback, customer concerns, and service trends and implementing appropriate improvements.

• Coaching leaders and Team Members on hospitality expectations and Chick-fil-A service standards.

• Responding appropriately to significant guest concerns and ensuring appropriate follow-up.

• Promoting a culture focused on genuine hospitality and creating positive experiences for guests and the community.

Food Quality, Safety & Operational Standards

• Maintaining overall accountability for food quality, preparation, presentation, product availability, and consistency across the restaurant.

• Ensuring food and beverage products are prepared in accordance with established recipes, portion standards, procedures, and Company expectations.

• Ensuring compliance with all applicable food safety, sanitation, workplace health and safety requirements, and Company standards.

• Maintaining oversight of cleanliness, organization, sanitation, and maintenance throughout the restaurant.

• Ensuring Team Members and leaders receive appropriate training regarding food safety, workplace health and safety, sanitation, and operational procedures.

• Addressing food safety, health and safety, equipment, maintenance, or operational concerns promptly and appropriately.

• Supporting a safe working environment and ensuring workplace hazards and incidents are appropriately reported and addressed.

Inventory, Equipment & Restaurant Resources

• Overseeing restaurant inventory, ordering, receiving, storage, rotation, and product availability.

• Monitoring food and supply usage and identifying opportunities to reduce waste and improve cost control.

• Ensuring inventory levels appropriately support operational requirements.

• Overseeing equipment condition and ensuring maintenance or repair concerns are communicated and addressed appropriately.

• Protecting Company property, equipment, inventory, and other assets.

Catering, Community & Restaurant Initiatives

• Providing oversight and support for catering operations and ensuring catering orders are executed accurately and professionally.

• Supporting community events, promotional initiatives, marketing activities, and other restaurant programs as assigned.

• Representing the restaurant professionally when interacting with guests, community organizations, vendors, and other external partners.

• Supporting initiatives designed to strengthen the restaurant's relationship with the local community.

Communication & Accountability

• Communicating organizational updates, operational expectations, priorities, and Company initiatives effectively to the Leadership Team and restaurant team.

• Leading or participating in leadership meetings, operational meetings, training sessions, and other meetings as required.

• Ensuring follow-up and accountability on assigned action items and operational initiatives.

• Maintaining appropriate documentation and records relating to operational, employee, safety, and performance matters.

• Escalating significant operational, employee, financial, safety, or compliance concerns to the Owner/Operator as appropriate.

• Providing regular updates to the Owner/Operator regarding restaurant performance, staffing, employee development, operational challenges, and business opportunities.

• Ensuring confidentiality is maintained with respect to employee, business, financial, operational, and other confidential Company information.

Compliance & Risk Management

• Ensuring compliance with all applicable federal, provincial, and municipal legislation and regulatory requirements relevant to restaurant operations.

• Ensuring compliance with Company policies, procedures, employment standards, workplace health and safety requirements, food safety standards, and other applicable requirements.

• Working collaboratively with Human Resources and restaurant leadership on employee relations, workplace concerns, investigations, performance management, and other people-related matters.

• Ensuring appropriate reporting and follow-up of workplace injuries, incidents, hazards, guest incidents, and other significant events.

• Supporting the implementation of corrective and preventative actions when operational, safety, or compliance concerns are identified.

Continuous Improvement & Strategic Leadership

• Identifying opportunities to improve restaurant operations, efficiency, profitability, guest experience, employee engagement, and leadership effectiveness.

• Using operational data, financial information, guest feedback, employee feedback, and leadership observations to inform improvement initiatives.

• Establishing and monitoring action plans to address identified opportunities and operational gaps.

• Encouraging a culture of continuous learning, accountability, and improvement.

• Supporting the Owner/Operator in the development and execution of the restaurant's short-term and long-term business objectives.

• Contributing to the development of a strong organizational culture and leadership structure that supports the restaurant's continued growth.

Other Responsibilities

• Performing opening, closing, administrative, and operational duties as required.

• Working alongside Team Members and leaders when necessary to support restaurant operations and business needs.

• Responding to direction from the Owner/Operator and supporting the implementation of organizational priorities.

• Performing other duties reasonably assigned by the Employer that are consistent with the Employee's position and the operational needs of the business.

General Expectations

The Employee is expected to demonstrate exceptional leadership, professionalism, integrity, accountability, sound business judgment, reliability, and initiative at all times.

The General Manager is expected to lead by example and maintain a visible presence within the restaurant while balancing strategic leadership responsibilities with the day-to-day operational needs of the business.

The General Manager is responsible for creating alignment across all areas of the restaurant and ensuring that leaders and Team Members understand their responsibilities, performance expectations, and contribution to the overall success of the business.

The General Manager is expected to foster a workplace culture built on hospitality, respect, teamwork, accountability, continuous improvement, and leadership development, while upholding Chick-fil-A's mission, values, operational standards, and the direction established by the Owner/Operator.

The General Manager is ultimately responsible for providing the leadership and oversight necessary to ensure the restaurant delivers exceptional guest experiences, high-quality products, safe and efficient operations, strong team performance, responsible financial management, and sustainable business results.

Chick-fil-A, Inc., Founder S. Truett Cathy started the business in 1946, when he and his brother, Ben, opened an Atlanta diner known as The Dwarf Grill (later renamed The Dwarf House®). Through the years, that restaurant prospered and led Cathy to further the success of his business. In 1967, Cathy founded and opened the first Chick-fil-A restaurant in Atlanta's Greenbriar Shopping Center. Today, Chick-fil-A has the highest same-store sales and is the largest quick-service chicken restaurant chain in the United States based on annual system-wide sales. Today, Chick-fil-A is America's #1 fast food restaurant.