Job Details

Location

130 FM 1960 West Houston, TX 77090

Overview

The General Manager leads the restaurant to achieve operational excellence, financial success, and high levels of guest satisfaction. Serves as the local face of Pollo Campero, driving a culture of engagement, accountability, and continuous improvement. Oversees all aspects of the restaurant, including people, operations, financial performance, and customer experience.

Responsibilities

Operational Excellence

• Coordinates daily front- and back-of-house restaurant operations
• Establishes objectives and goals for operations and supervise daily shift execution
• Ensures all daily operations meet company standards for food quality, service, safety, and sanitation
• Organizes schedules in compliance with labor laws; track employee hours and maintain accurate payroll records
• Proactively identify and resolve operational issues with a problem-solving mindset
• Maintain high standards of cleanliness, safety, and organization, ensuring compliance with company policies and local health regulations
• Identify and implement operational improvements to increase efficiency, profitability, and service quality

People Leadership

• Leads, coaches, and develops Shift Managers and team members to create a high-performing, engaged team and ensure smooth, efficient operations
• Promotes a positive, energetic, and customer-focused culture
• Coordinates recruitment, selection, and onboarding in partnership with HR to maintain full staffing levels
• Trains Shift Managers and team members in operational procedures, service standards, and company policies
• Provides ongoing feedback, performance evaluations, corrective actions, and career development guidance
• Ensures team compliance with operational procedures, service standards, uniform policy, and all company policies
• Ensures all People Processes are executed in compliance with federal and state labor laws
• Support continuous improvement initiatives and promote a culture of learning and development

Customer Experience

• Models and ensures the delivery of Pollo Campero's Passion for Service philosophy
• Addresses guest complaints professionally, promptly, and effectively
• Interacts directly with guests to gather feedback on product quality and service levels
• Analyzes customer feedback and implements initiatives to improve guest satisfaction, build loyalty, and increase returning guests

Financial Management

• Takes full ownership of the restaurant P&L, ensuring sales, labor, food, and operational costs are within budget and financial targets
• Monitors daily, weekly, and monthly financial reports; identify variances and implement corrective actions
• Monitors daily, weekly, and monthly inventory and place orders with vendors to maintain optimal stock levels
• Analyzes sales trends, labor performance, and cost metrics to drive operational and financial decisions
• Identifies opportunities to increase revenue and improve operational efficiency
• Oversees cash handling procedures, including deposits, petty cash, and daily reconciliations (coin orders, safe counts, shift deposits, and daily deposits)
• Ensures all employees follow accurate cash handling procedures and conduct cash audits to protect against financial losses

Expected Behaviors

• Friendly, welcoming, and service-oriented attitude; models a culture of operational excellence and Passion for Service
• Energetic Team Leader: inspires, coaches, and develops employees while driving engagement and performance
• Consistently upholds REIR values and models CMI behaviors
• Maintains a guest-first mindset at all times
• Takes full ownership of restaurant outcomes and responsibilities
• Holds self and team accountable to service and operational standards
• Demonstrates positive energy and a strong sense of urgency
• Collaborates effectively with team members to achieve operational goals
• Attention to detail in all aspects of operations
• Remains calm, focused, and solution-oriented under pressure
• Demonstrates reliability, punctuality, professionalism
• Proactively supports the operation and the team wherever is needed
• Demonstrates willingness to learn, grow, and develop new skills

Requirements

• High School Diploma or equivalent required; Associate's or Bachelor's degree in Business, Hospitality Management, or related field preferred
• 1+ year of management experience in the QSR or restaurant industry, with direct responsibility for P&L management
• Proven track record of successfully managing restaurant financials, including controlling labor, food, and operational costs, and driving profitability
• Demonstrates strong leadership skills, including managing, coaching, and developing, and retaining teams
• Deep commitment to guest satisfaction, with a track record of delivering excellent customer service and driving a customer-first culture
• ServSafe Certification required
• English required; Spanish bilingual preferred
• Ability to lift and push up to 50 lbs.
• Ability to stand for extended periods
• Ability to use Microsoft Outlook, Excel, and Word, as well as restaurant systems.
• Ability to thrive in a fast-paced environment and manage multiple priorities
• Flexible work hours, including evenings, weekends, and holidays as needed
• Excellent interpersonal and communication skills
• Must adhere to company food safety and personal hygiene standards
• Must be legally authorized to work in the United States