General Manager (Site)

TravelCenters of America•Sawyer, MI

12d

About The Position

The Site General Manager leads a designated TravelCenters of America travel center and is accountable for operating a successful, profitable location. The role oversees the management team and site operations, builds and develops a strong leadership team, and sets direction for training, profitability, maintenance, safety, customer service, and site appearance. The General Manager promotes a professional, honest, and customer-focused culture while helping ensure travelers leave better than they arrived. The position supervises a travel center with multiple profit centers that may operate 24 hours a day, 365 days a year. It manages site performance and expenses within budget, forecasts results, and is responsible for achieving budgeted site EBITDA. The General Manager works with the District Manager, Profit Center Managers, Talent Acquisition, and employees on staffing, talent development, succession planning, and operational improvement. The role also ensures compliance with applicable regulations, company policies, wage-and-hour requirements, required training, and reporting processes.

Requirements

High school diploma or GED.
At least 3 years of leadership experience is preferred, with proven positive results.
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, appropriate insurance coverage, and an acceptable driving record.

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 travel center.
Model professional conduct, honesty, and integrity, and encourage the same standards among managers and team members.
Establish and manage goals related to people, profit, safety, service quality, and site appearance.
Coach, teach, and demonstrate customer-service principles, including directly resolving customer issues when needed.
Partner with Profit Center Managers and Talent Acquisition to identify management talent, review staffing levels, develop managers, and identify successors.
Monitor key performance indicators, identify improvement opportunities, and communicate them to the District Manager and management team.
Ensure programs supporting the safety of customers and team members are implemented and maintained.
Assess Profit Center Manager performance, complete appraisals for direct reports, 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 site 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 requested materials.
Lead the management team in maintaining and safeguarding company property, equipment, funds, and merchandise, and in executing loss-prevention and audit policies.
Manage site operations and control operating expenses within established budgets.
Ensure managers and employees understand and comply with wage-and-hour obligations, and that time records are accurate and non-exempt employees are paid for all time worked.
Develop and implement programs recognizing and rewarding outstanding customer service, and set an example of excellent service.
Work with the District Manager and management team on departmental succession plans and employee career-development opportunities.
Accurately forecast total site results and achieve budgeted site EBITDA.
Complete required lead certification for restaurant brands managed.
Ensure required training is completed within 90 days, including training required by law, company policies and procedures, and job skills.
Perform non-management functions as needed to assist site operations.