General Manager (Site)

TravelCenters of America•Erie, PA

About The Position

The Site General Manager oversees a designated TravelCenters of America travel center and leads its operations to achieve a successful, safe, and profitable location. The role supervises the management team and multiple profit centers, which may operate 24 hours a day, 365 days a year. The manager sets clear goals and direction for people, profitability, safety, service quality, and site appearance, and builds a strong leadership team through coaching, training, development, and succession planning. The Site General Manager monitors performance and financial results, controls expenses within established budgets, forecasts site results, and is accountable for achieving budgeted site EBITDA. The role ensures compliance with applicable regulations and company policies, accurate records and reporting, completion of required training, protection of company assets, and prompt handling of customer concerns. It also promotes excellent customer service and creates opportunities to recognize team members’ contributions. The position requires a high school diploma or GED. An associate’s or bachelor’s degree is preferred. Three or more years of leadership experience with positive results is preferred. The successful candidate has planning and analytical skills, can interpret financial and operational reports, communicates effectively, is proficient with Microsoft Office and POS software, and maintains a valid driver’s license, appropriate insurance, and an acceptable driving record.

Requirements

High school diploma or GED.
Three or more years of leadership experience with proven positive results preferred.
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 to assist 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.
Three or more years of leadership experience with proven positive results.

Responsibilities

Supervise the management team and overall operations of the designated travel center and its multiple profit centers.
Set goals aligned with company objectives 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, develop the management team, and prepare successors.
Monitor key performance indicators, identify improvement opportunities, and communicate them to the District Manager and management team.
Ensure safety programs are 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 feedback to improve operations.
Ensure awareness of and compliance with federal, state, and local regulations affecting operations.
Ensure timely and accurate completion and submission of reports, personnel records, time sheets, price surveys, and other required documents.
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 compliance with wage-and-hour obligations and that time records are accurate and non-exempt employees are compensated for all time worked.
Develop programs to recognize and reward outstanding customer service and set an example of excellent service.
Develop succession plans with the District Manager and management team and provide employees with opportunities for career development.
Complete required lead certification for restaurant brands managed and ensure required training is completed within 90 days.