General Manager- 5415

El Pollo Loco•Los Angeles, CA

About The Position

The General Manager assumes full accountability for the comprehensive operations of an El Pollo Loco restaurant. The role leads initiatives to provide an exceptional and consistent experience for customers and team members, ensures compliance with company policies, procedures, and standards, and works to meet or exceed sales and profitability targets. The General Manager maintains appropriate staffing levels and supports the professional growth of the restaurant team so it can achieve operational objectives. The position oversees restaurant operations, staffing and scheduling, team development, food production and costs, customer service, food safety, security, cash handling, administrative duties, financial performance, catering, inventory, hiring, and performance management. The General Manager also fosters respectful team communication, responds to customer feedback, and promptly escalates reports of harassment, discrimination, retaliation, wage and hour violations, bullying, workplace violence, or other inappropriate behavior. The role requires flexibility to work various shifts, including weekends and holidays, and willingness to transfer to different locations within the assigned area based on operational needs. Physical activities include standing, reaching, handling objects, and occasionally bending, stooping, kneeling, crouching, or crawling. The position may involve lifting up to 20 pounds independently or 40 pounds with assistance, exposure to noise, occasional heat, burn hazards and wet surfaces, and exposure to certain cleaning chemicals.

Requirements

Must be at least 18 years old.
Must be an El Pollo Loco Assistant Manager or have the equivalent of 3 or more years of restaurant management experience; quick-service restaurant experience is preferred.
Must possess and maintain a valid driver's license and a reliable vehicle that may be used for company business.
Must obtain Serve Safe Certification.
Experience 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, positive demeanor and genuine passion for exceptional customer service.
Willingness to cross-train and develop skills 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.
Reliability and punctuality, with commitment to scheduled shifts and assignments.
Willingness to learn and adapt to changing procedures and protocols.
Commitment to company values and customer service standards.
Ability to regularly stand, talk, hear, use close and distance vision, taste, and smell; repetitively reach, handle, feel, and/or grasp objects; and occasionally bend, stoop, kneel, crouch, and/or crawl.
Ability to lift objects weighing up to 20 pounds independently and 40 pounds with assistance.
High school diploma or equivalent (GED) preferred.
Reasonable accommodation will be made to enable qualified individuals with disabilities to perform the essential functions of the job.

Nice To Haves

High school diploma or equivalent (GED).
Quick-service restaurant management experience.

Responsibilities

Strategically manage, coach, and recognize team member performance to support efficient restaurant operations.
Execute and train the team on opening and closing procedures, restaurant setup, food preparation, and cleaning processes.
Plan and schedule staffing and deploy the workforce according to anticipated sales, labor models, and service needs.
Provide hands-on workstation coverage and backup support for team member breaks as needed.
Monitor and adjust food production to meet business needs and food cost standards.
Maintain guest service and speed-of-service standards and educate the team on operational efficiency metrics.
Enforce uniform, grooming, safety, cleanliness, food safety, security, and Quality Service Cleanliness standards.
Collaborate with Operations Services to ensure team member training is completed appropriately.
Enforce company policies and procedures consistently and seek guidance or escalate complex issues to the Area Leader or Human Resources as appropriate.
Ensure timely and proper reporting of work-related accidents and incidents.
Manage administrative tasks, cash register assignments, cash audits, and secure handling of funds in accordance with company protocols.
Analyze restaurant Profit and Loss statements and performance in areas including sales, discounts, food cost, labor cost, and other expenses.
Manage phone and email communications and respond to customer complaints and requests.
Promote and manage the restaurant catering program and local marketing efforts.
Verify deliveries for accuracy and timeliness; conduct weekly inventory checks, order food from approved vendors, and update inventory records.
Oversee hiring, including interviews, references, I-9 verification, and new hire orientations.
Ensure compliance with timekeeping policies, including the prohibition against off-the-clock work.
Conduct performance reviews, document policy and procedure non-compliance, and carry out performance management as needed.
Welcome and address customer feedback, ensuring concerns are resolved promptly.
Foster open communication and ensure team members are treated with respect and dignity.
Promptly report 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.
Perform other duties assigned by management to support restaurant operations.