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