George: General Manager (Hospitality)

Job Description Role Overview The Store Manager is the on-site operational leader responsible for the day-to-day performance of the store. This is not a passive retail environment. The Store Manager is expected to be fully engaged in the daily rhythm of the business, leading the team, maintaining standards, and delivering consistent operational results. This role suits someone who enjoys working with people, can lead from the front, and is comfortable operating within a structured retail system. Success in this role depends on discipline, consistency, and full commitment to the stores brand, systems, and values. The Store Manager is the primary customer-facing representative at the location and is accountable for operational excellence, staff wellbeing, customer experience, and accurate reporting. Key Responsibilities 2.1 Operations & Standards Ensure full compliance with all operational systems, procedures, and brand standards. Oversee or personally perform all tasks required to keep the store operating smoothly on a daily basis. Maintain high standards of cleanliness, service, food safety, and presentation at all times. Ensure all equipment and assets are properly cared for and used correctly. 2.2 Financial & Stock Control Manage stock ordering, levels, and rotation. Accurately track and report wastage, shrinkage, and theft. Maintain stock variance and wastage within target levels. Understand daily, weekly, and monthly turnover and cost drivers. 2.3 Staff & HR Management Recruit, train, and onboard staff according to company standards. Lead, motivate, and discipline staff in a fair and consistent manner. Proactively manage staff wellness, morale, and performance. Liaise with HR consultants to pre-empt staff issues and avoid escalation. Ensure all HR documentation and processes are followed correctly. 2.4 Training & Development Ensure all staff receive ongoing training and refresher sessions. Coach floor managers and key staff for growth and accountability. Attend required training sessions and implement learnings in store. 2.5 Customer Experience Be a visible and present leader on the shop floor. Actively engage with customers and handle complaints professionally. Ensure customer experience aligns with the brand promise. 2.6 Reporting & Communication Submit all required reports accurately and on time, including POS, stock, waste, HR, and maintenance reports. Participate in regular check-ins and review meetings with head office. Escalate risks, issues, or deviations early rather than reactively. Performance Metrics Monthly performance reviews will include: No unresolved disciplinary matters. Staff wellness and morale levels. Staff training and development completion. Turnover performance versus targets. Profit contribution and cost control. Operational compliance, including shrinkage, wastage, and reporting accuracy. Key KPIs Financial Performance Monthly turnover and gross profit margins aligned with store targets. Clear understanding of variances and corrective actions. Operational Compliance 100% compliance with systems, audits, and brand standards. HR & Staff Management Zero unmanaged staff disputes. Annual staff turnover below 15%. Staff Development Each staff member receives at least one development opportunity per quarter. Team Culture & Wellness Staff morale rating of 8 out of 10 or higher in internal feedback. Stock & Cost Control Stock variance and wastage maintained below 2% monthly. Maintenance & Asset Care All service logs up to date. No repeated equipment failures due to neglect. Customer Experience Visible management presence on the floor weekly. Customer compliments significantly outweigh complaints. Reporting & Communication All reports submitted on time and accurately. Action points from head office followed through consistently. Brand Representation Acts as a responsible and positive ambassador for the brand in the local community. Skills & Experience Required Strong financial and numerical understanding. Previous food service or retail experience preferred. Proven people management ability. Comfortable with technology and POS systems. Organised, process-driven, and detail-oriented. Calm under pressure and solutions-focused. Strong leadership presence and communication skills. Reporting Line The Store Manager reports to Head Office. Regular performance reviews and operational check-ins form part of this role.