General Manager

About the role

The General Manager assumes full accountability for the comprehensive operations of an El Pollo Loco restaurant, encompassing all facets of the business. Leading initiatives aimed at providing an exceptional and consistent experience for both customers and team members, this position ensures adherence to all El Pollo Loco policies, procedures, and standards while striving to meet or exceed sales and profitability targets.

Responsibilities

• Strategically manages, coaches, and recognizes team member performance to drive efficient and effective restaurant operations.
• Executes and trains team on opening and closing procedures in alignment with El Pollo Loco policies, overseeing restaurant setup, food preparation, and cleaning processes.
• Optimizes labor and workforce planning through effective and efficient team deployment and scheduling.
• Ensures staffing levels are aligned with anticipated sales volume to uphold productivity and customer service standards while meeting labor hour targets.
• Provides hands-on support by ensuring proper coverage of all restaurant workstations; may cover team member breaks as necessary.
• Proactively monitors and adjusts food production to align with business needs and maintain food cost standards.
• Maintains focus on guest service and speed of service, ensuring achievement of company goals for timeliness.
• Educates team on restaurant operational efficiency metrics and ensures compliance with standards.
• Enforces uniform and grooming policies and procedures; seeks guidance from Human Resources on accommodation requests.
• Oversees daily compliance with restaurant walk-throughs to enforce and address safety and cleanliness protocols.
• Collaborates with Operations Services team to ensure proper team member training.
• Ensures team’s adherence to health department and food safety standards.
• Enforces safety practices and Quality Service Cleanliness (QSC) standards among team members.
• Ensures compliance with all restaurant security protocols, including cash handling, food safety, and workplace safety standards.
• Enforces EPL's policies and procedures consistently; escalates issues or seeks feedback from the Area Leader or HR as needed.
• Executes and holds team accountable for timely and proper reporting procedures for work-related accidents and incidents.
• Manages and performs administrative duties, including cash register assignments, pre- and post-shift cash audits, and secure fund management.
• Analyzes the restaurant’s Profit and Loss (P&L) statements to evaluate performance against EPL objectives, focusing on sales, discounts, food cost, labor cost, and other expenses.
• Manages communication channels, including answering phone calls, responding to email inquiries, and handling customer complaints and requests.
• Promotes and manages the restaurant’s catering program through local marketing efforts and ensures accuracy and timeliness in verification and deliveries.
• Conducts weekly inventory checks, places food orders with approved vendors, and updates inventory information within the database.
• Schedules workforce ensuring labor hours are adequate based on sales projections and labor hour guidelines.
• Oversees hiring processes, including interviews, references, I-9 verification, and new hire orientations.
• Ensures all team members comply with timekeeping policies, including EPL’s strict prohibition against off-the-clock work.
• Conducts performance reviews, assesses performance, documents policy non-compliance, and executes performance management as needed.
• Maintains a continuous improvement mindset, welcomes customer feedback, and addresses comments or concerns promptly.
• Fosters open team communication and ensures all team members are treated with respect and dignity.
• Reports any claims of harassment, discrimination, retaliation, wage and hour violations, bullying, workplace violence, or other inappropriate behavior to the Area Leader and People Services (HR) Manager.
• Performs other duties as assigned by management to support restaurant operations.

Requirements

• Must be at least 18 years old.
• High school diploma or equivalent (GED) preferred.
• Must be an EPL Assistant Manager or have the equivalent of 3 or more years of management experience, preferably in a restaurant environment.
• Must obtain Serve Safe Certification and pass the EPL Food Safety Audit (FSA) class upon hire.

Skills

• Experience with recruiting, building, and developing a team.
• Ability to lead by example, coach, and train team members in various roles to meet operational needs and customer expectations.
• Enthusiastic and positive demeanor, with a genuine passion for providing exceptional customer service.
• Willingness to cross-train and develop skills sufficient to provide coverage in other areas of restaurant operations as needed.
• Ability to work in a fast-paced environment while maintaining a positive attitude.
• Strong communication, attention to detail, and organizational skills; ability to speak, write, and comprehend basic English.
• Ability to multitask and prioritize tasks effectively.
• Flexibility to work various shifts, including weekends and holidays.
• Ability and willingness to transfer to different locations within the assigned area based on operational needs.
• Demonstrated reliability and punctuality, with a commitment to meeting scheduled work shifts and assignments.
• Willingness to learn and adapt to changing procedures and protocols.
• Commitment to upholding company values and standards of excellence in customer service.

Physical Demands

• Regularly stands, talks, hears, uses close and distance vision, tastes, or smells.
• Repetitively reaches, handles, feels, and/or grasps objects with hands.
• Occasionally bends, stoops, kneels, crouches, and/or crawls.
• May independently lift objects weighing up to 20 lbs., and 40 lbs. with assistance.
• Regularly exposed to noise; occasionally exposed to heat, burn hazards, and/or wet surfaces.
• May be exposed to certain cleaning chemicals in the performance of job duties.

Benefits

• Competitive pay and quarterly bonus potential.
• Career growth opportunities.
• Tuition reimbursement.
• Free meal during your shift.
• Employee discount on food.
• Medical, dental, and vision insurance plus HSA Savings Account.
• Paid vacation and sick time.
• Employee Assistance Program.
• Flexible spending accounts, life insurance, legal insurance, and pet insurance.
• 401(K) Retirement Plan with company match and immediate vesting.
• PerkSpot discounts program.

Pay

The pay range identified is the hourly or salary rate El Pollo Loco expects to pay for the posted position. Individual pay will vary based on years of experience, industry experience, education, geography, and other factors. This range does not include benefits or bonus opportunities that might be available based on position and eligibility criteria.

Schedule

• Full-time.
• Flexible schedule, including weekends and holidays.
• No overnight shifts.