General Manager - 6122

El Pollo Loco•Lancaster, CA

13d•Onsite

About The Position

The General Manager is fully accountable for all aspects of an El Pollo Loco restaurant’s operations. The role leads efforts to provide an exceptional, consistent experience for customers and team members, enforce company policies and standards, and meet or exceed sales and profitability targets. The General Manager maintains appropriate staffing, develops the restaurant team, and ensures effective execution of operational objectives. The position oversees staffing and scheduling, hiring and onboarding, team training and performance management, food production and inventory, customer service, safety and food-safety compliance, cash handling, administrative processes, and restaurant financial performance. The General Manager also manages customer communications and complaints, promotes catering and local marketing, and may support restaurant workstations or transfer between locations within the assigned area as operational needs require.

Requirements

Must be at least 18 years old.
Must be an El Pollo Loco Assistant Manager or have at least 3 years of restaurant management experience; quick-service restaurant experience is preferred.
Experience recruiting, building, and developing a team.
Ability to lead by example and coach and train team members in varied roles.
Enthusiastic, positive demeanor and genuine commitment to exceptional customer service.
Willingness to cross-train and develop skills to provide coverage in other areas of restaurant operations.
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 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, including meeting scheduled shifts and assignments.
Willingness to learn and adapt to changing procedures and protocols.
Commitment to company values and customer-service standards.
Valid driver’s license and reliable vehicle that may be used for company business.
Must obtain Serve Safe Certification.
Ability to perform the essential job functions, with reasonable accommodation where applicable.
Regularly stands, talks, hears, uses close and distance vision, and tastes or smells.
Repetitively reaches, handles, feels, and/or grasps objects with hands.
May independently lift objects weighing up to 20 pounds and lift up to 40 pounds with assistance.
May be exposed to noise regularly and to heat, burn hazards, wet surfaces, and cleaning chemicals occasionally.

Nice To Haves

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

Responsibilities

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.
Plan and schedule labor, deploy team members effectively, and align staffing with sales projections, labor models, service needs, and labor-hour targets.
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 and grooming policies and consult Human Resources regarding accommodation requests.
Conduct restaurant walk-throughs and enforce safety, cleanliness, food-safety, and Quality Service Cleanliness standards.
Collaborate with Operations Services to ensure appropriate team member training.
Enforce security protocols, workplace safety requirements, food-safety standards, and cash-handling policies.
Apply company policies and procedures consistently and escalate complex issues to the Area Leader or Human Resources.
Ensure timely and proper reporting of work-related accidents and incidents.
Manage administrative duties, cash register assignments, pre- and post-shift cash audits, and secure handling of funds.
Analyze Profit and Loss statements and performance in areas including sales, discounts, food cost, labor cost, and other expenses.
Ensure phone calls are answered, email inquiries are handled, and customer complaints and requests are addressed.
Promote and manage the catering program and local marketing efforts.
Ensure order verification and deliveries are accurate and timely.
Conduct weekly inventory checks, order food from approved vendors, and update the inventory database.
Oversee hiring, including interviews, reference checks, 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 or procedure non-compliance, and carry out performance management as needed.
Welcome customer feedback and promptly address comments and concerns.
Promote open communication and ensure team members are treated with respect and dignity.
Promptly report claims involving 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.