General Manager (Site)

TravelCenters of America•Deforest, WI

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 sets direction for training and development, profitability, maintenance, safety, quality of service, and appearance, while building a strong leadership team and helping ensure travelers return to the road better than they came. The General Manager is responsible for site performance, including accurate forecasting and achievement of budgeted site EBITDA, management of operating expenses, staffing, customer service, compliance, and protection of company property. The travel center may include multiple profit centers and may operate 24 hours a day, 365 days a year. The role also supports employee development, succession planning, required training, and recognition of outstanding customer service.

Requirements

High school diploma or GED.
Valid driver's license, appropriate insurance coverage, and an acceptable driving record.
Excellent verbal and written communication skills.
Proficiency in Microsoft Office, including Word, Excel, and PowerPoint, and operational understanding of POS software.
Ability to perform non-management functions when needed.

Nice To Haves

Associate's or bachelor's degree.
Three or more years of leadership experience with proven positive results.
Strong planning and analytical skills, including understanding P&L calculations, coverage ratios, budgets, and expense reports, with the ability to achieve positive financial results.

Responsibilities

Supervise the management team and overall operations of the designated location.
Demonstrate professional conduct, character, honesty, and integrity, and inspire the management team and employees to do the same.
Establish and be accountable for goals related to people, profit, safety, quality of service, and location appearance.
Coach, teach, and model 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 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 documents.
Safeguard company property, equipment, funds, and merchandise, and ensure loss-prevention and audit policies are followed.
Control operating expenses within established budgets and lead employees to comply with wage-and-hour obligations.
Ensure time records are complete and accurate and that non-exempt employees are paid for all time worked.
Develop and implement programs to recognize and reward outstanding customer service.
Set an example of outstanding customer service.
Work with the District Manager and management team on department succession plans and employee development opportunities.
Accurately forecast total site results and achieve budgeted site EBITDA.
Complete required lead certification requirements for the restaurant brands managed.
Ensure required training is completed within 90 days, including legally required training and training on company policies, procedures, and job skills.
Perform non-management functions when needed.