General Manager (Site)

TravelCenters of America•Atlanta, GA

About The Position

The Site General Manager leads a designated TravelCenters of America travel center and is responsible for operating a successful, profitable location. The role supervises the management team and overall site operations, building a strong leadership team and providing direction on training and development, profitability, maintenance, safety, service quality, and site appearance. The General Manager is accountable for customer and employee experience, regulatory compliance, protection of company assets, expense management, accurate site forecasting, and achieving budgeted site EBITDA. The travel center may operate multiple profit centers and may be open 24 hours a day, 365 days a year. The General Manager partners with the District Manager, Profit Center Managers, and Talent Acquisition to staff and develop the site, plan for succession, and improve results. The role monitors performance indicators, budgets, staffing, customer feedback, and employee input; addresses complaints and operational opportunities; ensures required training and records are completed accurately and on time; and leads compliance with wage-and-hour obligations and applicable laws and regulations. The position also requires completing applicable lead certification requirements for managed restaurant brands and ensuring required training is completed within 90 days.

Requirements

High school diploma or GED required.
At least 3 years of leadership experience preferred, with proven positive results.
Strong planning and analytical skills, including the ability to understand P&L calculations, coverage ratios, budgets, and expense reports, and 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, appropriate insurance coverage, and an acceptable driving record.
Ability to meet the physical demands of the role, with or without reasonable accommodation.

Nice To Haves

Associate’s or bachelor’s degree preferred.

Responsibilities

Supervise the management team and overall operations of the designated location.
Model professionalism, honesty, integrity, and strong customer service; inspire site leaders and team members to do the same.
Set and own goals tied to company objectives for people, profit, 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 identify management talent, advise on staffing levels, and develop management team members and successors.
Monitor key performance indicators, identify improvement opportunities, and communicate them to the District Manager and management team.
Ensure programs supporting customer and team-member safety are implemented and maintained.
Assess Profit Center Manager performance, complete direct-report appraisals, and recommend advancement and merit increases.
Ensure customer complaints are promptly addressed and develop ways to prevent recurrence.
Solicit employee and customer input to improve location operations.
Ensure awareness of and compliance with applicable federal, state, and local regulations.
Ensure reports, personnel records, time sheets, price surveys, and other required documents are completed and submitted accurately and on time.
Safeguard company property, equipment, funds, and merchandise, and ensure loss-prevention and audit policies are followed.
Control operating expenses within established budgets and accurately forecast site results to achieve budgeted site EBITDA.
Ensure managers and employees understand and comply with wage-and-hour requirements; maintain accurate time records and ensure non-exempt employees are paid for all time worked.
Develop programs that recognize and reward outstanding customer service.
Work with the District Manager and management team on departmental succession planning and employee development opportunities.
Complete applicable lead certification requirements for managed restaurant brands.
Ensure required training, including legally mandated and company training, is completed within 90 days.