General Manager (Site)

TravelCenters of America•Westlake, OH

11h

About The Position

The Site General Manager leads a designated TravelCenters of America travel center and is responsible for coaching the site team to operate a successful, profitable location. The role supervises the management team and overall site operations, establishes goals tied to people, profit, safety, service quality, and appearance, and helps build a strong leadership team through training, development, and succession planning. The General Manager monitors performance and financial results, controls operating expenses within established budgets, forecasts site results, and works toward budgeted site EBITDA. The role promotes excellent customer service, responds to customer concerns, safeguards company property and assets, and ensures that location programs, records, training, and operations comply with applicable company policies and federal, state, and local requirements. The travel center may operate 24 hours a day, 365 days a year.

Requirements

High school diploma or GED.
At least 3 years of leadership experience is preferred, with proven positive results.
Strong planning and analytical skills, including understanding P&L calculations, coverage ratios, budgets, and expense reports, and the ability to achieve positive financial results.
Ability to perform non-management functions when needed.
Excellent verbal and written communication skills.
Proficiency in Microsoft Office, including Word, Excel, and PowerPoint, and operational understanding of POS software.
Valid driver's license with appropriate insurance coverage and an acceptable driving record.
Ability to meet the role's physical demands, including occasional lifting of up to 50 pounds or moving heavy objects.

Nice To Haves

Associate’s or bachelor’s degree.
At least 3 years of leadership experience with proven positive results.

Responsibilities

Supervise the management team and overall operations of the designated location.
Model professional conduct, honesty, and integrity, and encourage the same throughout the site.
Establish and manage goals related to people, profitability, safety, service quality, and location appearance.
Coach team members in customer service and directly resolve customer issues when needed.
Partner with Profit Center Managers and Talent Acquisition to recruit management talent, review staffing levels, and develop managers and successors.
Monitor key performance indicators, identify improvement opportunities, and communicate them to the District Manager and management team.
Ensure safety programs are properly implemented and maintained for customers and team members.
Assess Profit Center Manager performance, complete direct-report appraisals, and recommend advancement and merit increases.
Address customer complaints promptly and develop ways to prevent recurrence; solicit employee and customer input to improve operations.
Ensure awareness of and compliance with applicable federal, state, and local regulations.
Ensure accurate and timely completion and submission of reports, personnel records, time sheets, price surveys, and other required documents.
Lead the management team in maintaining and safeguarding company property, equipment, funds, and merchandise, and in executing loss-prevention and audit policies.
Manage operations and control expenses within established budgets; accurately forecast site results and achieve budgeted site EBITDA.
Ensure managers and employees understand and comply with wage-and-hour obligations, including complete time records and compensation for all time worked by non-exempt employees.
Develop and implement programs that recognize and reward outstanding customer service, and set an example of excellent service.
Work with the District Manager and management team on departmental succession plans and provide employees with career-development opportunities.
Complete required lead-certification requirements for restaurant brands managed.
Ensure required training is completed within 90 days, including legally required training and training on company policies, procedures, and job skills.
Perform non-management functions when needed.