General Manager (Site)

TravelCenters of America•Candler, NC

About The Position

The Site General Manager leads a designated TravelCenters of America travel center, overseeing its management team and overall operations to operate a successful and profitable location. The role establishes clear goals and direction for people, profitability, safety, service quality, and site appearance, and supports the development of a strong leadership team. The General Manager models professional conduct, integrity, and outstanding customer service while coaching team members and resolving customer concerns. The position manages a travel center with multiple profit centers that may operate 24 hours a day, 365 days a year. It is accountable for site performance, including accurate forecasting and achievement of budgeted EBITDA, expense control, regulatory compliance, safety, staffing, training, maintenance, loss prevention, and accurate reporting. The General Manager works with the District Manager, Profit Center Managers, Talent Acquisition, and employees on staffing, performance, succession planning, and career development. Required training must be completed within 90 days, including applicable legal, company, and job-skills training.

Requirements

High school diploma or GED required.
At least 3 years of leadership experience preferred, with proven positive results.
Proficient 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 must be maintained.
Ability to meet the stated physical demands, with or without reasonable accommodation.

Nice To Haves

Associate’s or bachelor’s degree preferred.
Three or more years of leadership experience with proven positive results preferred.

Responsibilities

Supervise the management team and overall operations of the designated travel center.
Model professionalism, honesty, and integrity, and inspire Profit Center Managers, their teams, and other team members to do the same.
Establish and lead toward goals for people, profit, safety, service quality, and location 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, 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.
Ensure customer complaints are addressed promptly 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 accurate and timely completion and submission of reports, personnel records, time sheets, price surveys, and other required records.
Lead the management team in maintaining and safeguarding company property, equipment, funds, and merchandise, and in executing loss-prevention and audit policies.
Control operating expenses within established budgets and accurately forecast total site results while achieving budgeted site EBITDA.
Ensure wage-and-hour compliance, accurate time records, and compensation of non-exempt employees for all time worked.
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 employee development opportunities.
Complete the minimum lead certification requirements 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 when needed.