General Manager
Empire Jointstar
- New York City, NY
- $70,000-85,000 per year
- Permanent
- Full-time
- 401(k)
- Bonus based on performance
- Competitive salary
- Dental insurance
- Employee discounts
- Free uniforms
- Health insurance
- Opportunity for advancement
- Paid time off
- Parental leave
- Training & development
- Vision insurance
- Team Happiness Drive my business
- Speed of Service
- Customers’ Eyes
- Gatekeeper of Knowledge, Safety & Standards
- The Big 4
- Communic8
- Family Trees
- People KPI’s
- P&L
- Major League
- Happy Teams Happy Customers
- Amazing Standards Every day
- Never Standing Still
- Doing the Right Thing
- Clear Communication
- Team Working
- Passion
- Open to Change
- Realizing Potential
- Great Execution
- Business Sense
- Thoughtful Leadership
- To own Team Member recruitment and successful onboarding to ensure it meets business needs
- To build a robust Family Tree through strategic succession planning ensuring Plan Bs are in place for each role
- To drive Team Happiness by role modelling Pret’s Values and Behaviors and by bringing Joy of Pret and fun to my team and customers
- To embrace the Thoughtful Leadership Principles (Being Kind, Honest and Generous)
- To ensure in-shop training, legal compliance training and graduations are carried out following the agreed standards and guidelines and at the right time. This includes completing journals and reviews accordingly
- To minimize Turnover by following the Turnover Principles
- To regularly complete 1:1s to review the team’s performance using Pret Behaviors, KPIs and SMART targets
- To ensure the team’s wellbeing by promoting and nurturing a healthy work-life balance
- Set meaningful actions from Pret’s Big Conversation and follow up
- To ensure the team consistently delivers Amazing Customer Service by following the 6 Key Points of Service
- To ensure the Speed of Service Principles are embedded in the shop and as a result, we provide fast, friendly and efficient service consistently
- To ensure the Coffee Calling System is effective, creates buzz and delivers the right drink to the right customer
- To ensure centrally driven JOP events are well planned, executed and appropriately supported
- To encourage customer loyalty by empowering the team to use Joy of Pret initiatives
- To strive to achieve a perfect Mystery Shopper score every week by putting customers first and by coaching the team to see the shop through customers’ eyes
- To ensure the team consistently delivers delicious food by following the 6 Key Points of Production
- To ensure the 11-Step Production Process is always followed to guarantee customer safety and that each product is accurately made and labelled (if applicable)
- To ensure the management team understands and follows the Production Principles putting customers’ needs first and never compromising on quality or freshness
- To ensure the shop food range matches customer demand
- To continually develop the team’s knowledge about the quality of our food and coffee
- To ensure our Barista Prepared Drinks are made by trained employees consistently, and to the highest standard
- To ensure no Made to Sell (MTS) rejects are on display in our Langars
- To make sure Food Safety and Health & Safety Standards are consistently followed to maintain the safety of the team and customers
- To ensure the shop is clean, safe and the equipment well maintained at all times
- To take corrective action immediately on issues that affect customers, the team or sales
- To ensure the management team follow the Managing By Walking Around (MBWA) principles, proactively monitoring Pret Standards and seeing the shop through customers’ eyes
- To ensure corrective training and coaching takes place to address any issues identified
- To drive sales and profit through the Big 4 (Forecasting, Rota, Ordering & Production)
- To accurately forecast for peak trading periods, events and seasonal changes throughout the year
- To maximize labor efficiency through ILP considering my customers, team and business needs and ensuring that rotas are displayed at least 3 weeks in advance
- To continuously analyze and review shop results, proactively reacting to any challenges or obstacles and creating a clear action plan to improve the business profitability
- To analyze stock take results, taking control of any issues by following the 7 Steps of Unaccounted
- To have full Profit & Loss accountability and to monitor operating costs so they are in line with the operational budget
- To ensure Pret’s Financial Standards are followed at all times to minimize risk and ensure the safety of my team
- To effectively benchmark against other high-performing shops to identify opportunities
- To review Coffee Manning, Till Manning, Hot Food plan or any other relevant report to maximize opportunities to increase sales on each day part
- To always follow merchandising guidelines and to ensure marketing is used effectively to drive sales
- To maximize and promote Catering opportunities
- To be the Ambassador of Change; effectively communicating with the team through daily team briefs, staff meetings, effective and planned 1:1s. This includes attendance at cascades and area meetings
- Positively promote Pret, protecting our business integrity and escalating any causes of concern relating to this to Group / Ops Manager or press team as required
- To actively follow up with the team with any new standard or initiative to ensure this is successfully implemented and embedded in the shop
- To listen to and give constructive feedback and seek ideas from the team to encourage two-way communication in the shop
- To build a network with other GMs to share best practice and keep abreast of competitors’ initiatives
- To ensure my team is well informed of business changes and focus through regular staff meetings
- To ensure my Key Roles attend Key Role meetings and actions are effectively followed through