A restaurant's General Manager (GM) plays a pivotal role in ensuring both smooth operations and financial success. While the day-to-day responsibilities of managing staff, overseeing daily activities, and delivering a quality guest experience are critical, the scope of the GM’s influence goes far deeper. A successful GM combines expertise in finance, operations, and strategic planning, ensuring that every decision made supports profitability and growth.
The GM’s role is the backbone of the restaurant, bridging the front and back of house while steering the restaurant toward its goals. It’s about more than just managing—it’s about cultivating a thriving environment where exceptional service and robust profitability go hand in hand.
Restaurant General Manager Responsibilities
1. Coordinating Front and Back of House Operations
A restaurant GM acts as the bridge between the Front of House (FOH) and Back of House (BOH). They are responsible for ensuring smooth communication and coordination between these two essential areas. This involves managing customer service, overseeing kitchen operations, and ensuring that food is prepared and delivered efficiently to maintain the restaurant's service standards.
By setting clear processes and expectations, the GM helps prevent breakdowns in communication that can lead to mistakes, delays, and poor customer experiences. Additionally, the GM ensures that both FOH and BOH adhere to health and safety regulations, which helps maintain the restaurant’s reputation and avoid fines or closures.
Key Responsibilities:
- Ensuring seamless communication between FOH and BOH to avoid service delays or errors.
- Managing kitchen operations to optimize food preparation times and quality.
- Setting and maintaining high operational standards across the entire restaurant.
- Ensuring compliance with health and safety regulations to prevent violations and negative customer experiences.
- Monitoring service flow and adjusting staff as necessary during peak hours to maintain smooth operations.
2. Managing Staff
A GM is responsible for recruiting, training, and retaining staff, which directly affects the restaurant's efficiency and profitability. The GM sets the tone for a positive work environment, fostering team morale and ensuring employees are well-prepared to deliver excellent service.
Proper staffing and training not only enhance customer service but also reduce turnover, a significant cost factor in the restaurant industry. High turnover leads to increased recruitment and training costs and can disrupt service quality, affecting the bottom line. By maintaining a motivated, well-trained team, the GM contributes to a consistently high level of service, driving customer satisfaction and repeat business.
Key Responsibilities:
- Conducting interviews and selecting staff that align with the restaurant’s culture and service standards.
- Implementing robust training programs to ensure employees are equipped to meet expectations.
- Encouraging teamwork and fostering a positive, motivated work environment to enhance morale.
- Managing staff schedules to avoid overstaffing during slow periods or understaffing during peak hours.
- Implementing strategies to reduce turnover and retain top talent, improving service quality, and lowering recruitment costs.
3. Engaging with Guests
The GM is the face of the restaurant when it comes to customer interactions. They actively engage with guests, ensuring satisfaction and addressing any concerns or complaints on the spot. Regularly interacting with patrons helps the GM gather feedback that can improve service, menu offerings, and overall operations.
Swift resolution of issues not only enhances the dining experience but also boosts customer loyalty. A strong GM recognizes the power of customer relationships in driving word-of-mouth referrals, online reviews, and return visits, all of which are key to profitability.
Key Responsibilities:
- Actively engaging with guests during their dining experience to ensure satisfaction.
- Addressing complaints and resolving issues promptly to maintain a positive customer experience.
- Gathering feedback to continuously improve operations, menu offerings, and service standards.
- Developing relationships with regular patrons to build customer loyalty and encourage repeat business.
- Utilizing guest feedback to adapt service approaches, improving overall customer retention and referrals.
4. Managing Back Office Duties
Back-office tasks are critical to a restaurant’s financial success. The GM oversees payroll, budgeting, and financial reporting, ensuring that the restaurant stays within budget and operates efficiently. This includes managing expenses, such as labor and inventory costs, and preparing regular financial reports to track performance.
A good GM uses this data to identify areas for cost savings and opportunities for revenue growth. By staying on top of the restaurant’s financial health, the GM ensures profitability and long-term sustainability.
Key Responsibilities:
- Overseeing payroll to ensure accurate and timely payments for staff, avoiding payroll discrepancies.
- Creating and managing the restaurant’s budget, ensuring that expenses stay within acceptable limits.
- Preparing financial reports to monitor key metrics such as labor costs, food costs, and profit margins.
- Identifying opportunities to reduce costs without sacrificing service quality or customer satisfaction.
- Making informed financial decisions to maintain profitability and improve operational efficiency.
5. Overseeing Inventory Management
Inventory management is another key responsibility of the GM. Keeping track of food and supply inventory is essential for minimizing waste and controlling food costs. An effective GM ensures that stock levels are optimized—enough to meet customer demand but not so much that it leads to spoilage.
They also work closely with kitchen staff to forecast future needs based on sales patterns and seasonal trends. By carefully managing inventory, the GM can significantly reduce food costs, which directly impacts the restaurant’s profit margins.
Key Responsibilities:
- Regularly tracking inventory levels to prevent over-ordering or under-stocking.
- Working with kitchen staff to forecast demand and order supplies accordingly.
- Implementing waste-reduction practices to minimize food waste and improve profit margins.
- Negotiating with suppliers to secure favorable pricing and terms, reducing overall food costs.
- Using inventory data to make informed decisions about menu offerings and portion sizes.
6. Menu Engineering
Menu engineering involves analyzing the profitability and popularity of menu items. The GM uses sales data to evaluate which dishes are performing well and which are not, adjusting the menu accordingly.
This process ensures that high-margin items are promoted while underperforming or low-profit items are altered or removed. A well-engineered menu aligns with customer preferences, encourages higher spending, and maximizes overall profitability.
Key Responsibilities:
- Analyzing sales data to identify high-margin items and promote them effectively.
- Adjusting menu items based on performance, customer feedback, and profitability.
- Collaborating with the kitchen team to develop new menu items that cater to customer preferences.
- Using pricing strategies to increase average check sizes and overall revenue.
- Keeping the menu fresh and aligned with current food trends to maintain customer interest.
7. Forecasting and Sales Projections
Using historical sales data, the GM forecasts future demand and prepares accordingly. Accurate forecasting helps avoid over-ordering, which leads to spoilage, and under-preparing, which can result in lost sales.
By analyzing sales patterns and market trends, the GM can make informed decisions about staffing, inventory, and promotions. This proactive approach minimizes waste, optimizes resources, and ensures that the restaurant operates efficiently, which directly impacts profitability.
Key Responsibilities:
- Analyzing past sales data to predict future demand and adjust operations accordingly.
- Preparing for busy or slow periods by adjusting inventory and staffing levels to match sales projections.
- Reducing waste by aligning food orders with forecasted sales.
- Identifying trends and using them to create sales strategies and promotional campaigns.
- Continuously monitoring and adjusting forecasts to respond to changing market conditions.
8. Managing Labor Costs
Labor costs are one of the most significant expenses for a restaurant, and the GM plays a crucial role in managing them. This involves optimizing staff schedules to ensure that the restaurant is adequately staffed during peak times while avoiding overstaffing during slow periods.
By closely monitoring labor costs and productivity, the GM can reduce unnecessary overtime and improve operational efficiency, which has a direct impact on the restaurant’s profitability.
Key Responsibilities:
- Creating staff schedules that match anticipated demand to avoid overstaffing or understaffing.
- Monitoring labor hours and productivity to ensure that staff are working efficiently.
- Reducing labor costs by cutting back on overtime and optimizing staffing levels during slow periods.
- Ensuring that labor expenses stay within budget, contributing to overall profitability.
- Balancing service quality with cost control by managing the right level of staffing.
9. Building Maintenance Oversight
A well-maintained restaurant not only creates a positive environment for customers but also reduces long-term costs associated with equipment breakdowns and repairs. The GM is responsible for ensuring that the restaurant’s facilities are clean, functional, and safe for both employees and customers.
Regular maintenance of equipment and the building itself prevents costly repairs and ensures smooth operations. A clean, well-maintained environment enhances customer satisfaction, leading to repeat business and higher revenue.
Key Responsibilities:
- Managing cleaning schedules to ensure the restaurant is always presentable and hygienic.
- Overseeing regular maintenance of kitchen equipment and other facilities to prevent breakdowns.
- Coordinating necessary repairs promptly to avoid disruptions in service.
- Ensuring that the restaurant meets health and safety standards to avoid fines or closures.
- Maintaining a clean and functional environment that enhances the customer experience and encourages repeat visits.
10. Marketing and Promotion
The GM is often responsible for marketing efforts to promote the restaurant and attract new customers. This can include organizing special events, managing social media accounts, and developing promotional campaigns to drive sales.
By implementing effective marketing strategies, the GM can help build the restaurant’s brand within the community and online, leading to increased foot traffic and customer loyalty. Effective promotion is critical for maintaining steady revenue streams and growing the restaurant’s customer base.
Key Responsibilities:
- Developing and executing marketing campaigns to attract new customers and retain existing ones.
- Engaging with the local community through partnerships, events, and special promotions.
- Managing the restaurant’s online presence, including social media platforms and review sites.
- Utilizing data from promotions and campaigns to refine future marketing strategies.
- Working with other restaurant leadership to create consistent and impactful brand messaging.
Best Practices for GM Leadership Success, according to Chef Alon Shaya
On The meez Podcast, Chef Alon Shaya shared valuable lessons for building a successful career and business, many of which apply beyond the kitchen to general management. His philosophy centers on balance, core values, and continuous improvement, offering actionable strategies for leadership.
Here are key takeaways from his approach that can help general managers succeed in their roles.
1. Surround Yourself with the Right People
Building a successful business starts with surrounding yourself with the right people. Chef Shaya emphasizes hiring individuals who align with your core values and contribute to a positive work culture.
Negative environments and toxic team members are detrimental to long-term success, even if the opportunity seems prestigious. General managers should prioritize fostering a healthy, values-driven workplace where every team member is working toward the same goals.
“When we created this company, we wanted to surround ourselves with people who are in the business for the right reasons. For a long time, I was surrounded by people who were horrible, narcissistic, abusive, and just really toxic. I decided that these are not people I want to be around. I have to do better for myself personally because I feel like I'm not able to express my values.”
2. Set Clear Core Values and Live by Them
Strong core values like reliability, respect, and empowerment guide every aspect of Chef Shaya’s business, from hiring to daily operations. These values aren't just slogans but are embedded into the company culture.
As a general manager, your actions should reflect these core principles to set the tone for your team. Lead by example, and ensure that these values influence every decision, from how employees are treated to how the business is run.
“All of our core values are how we evaluate our team. You're evaluated on reliability, positivity, empowerment, and education. And each one of those values translates to standard operating procedures throughout our day. You make a choice to say, ‘I'm going to spend more money because I want this. I want our guests to enjoy this tomato more.’ And we make that same decision when it comes to how we treat our team and the resources we give them to do their jobs the right way.”
3. Don’t Compromise Who You Are
In leadership, it can be tempting to compromise on values for the sake of short-term success, but Chef Shaya stresses the importance of staying true to yourself. Whether it’s choosing vendors, managing your team, or setting workplace culture, never compromise on what you believe in.
General managers should create an environment where they and their teams feel respected and valued, even if it means making tough choices.
“When you get there, if it’s not a good place to work, you don’t have to put up with it because the food's not worth it. Whatever that recipe might be, or that technique, it’s not worth compromising who you are as a person. And if that is who you are, then you're going to find a lot of people just like you that want to create chaos. But if it's not, don't feel like it’s a right of passage to go through that kind of environment to get where you want to be.”
4. Build Accountability and Invest in Your Team’s Wellness
Chef Shaya believes that team wellness should always come before profitability. General managers can apply this principle by investing in their team’s well-being and creating a culture of accountability.
Clear communication, feedback loops, and attention to employee morale build a more productive and engaged workforce, ultimately leading to greater success.
“We’re always going to choose wellness for our team over profitability, and that comes up and down. We still have to be profitable, keep the lights on, and buy food. But it’s no different than saying, ‘I’m going to buy heirloom tomatoes because it’s going to taste better in this dish.’ We make that same decision when it comes to how we treat our team and the resources we give them to do their jobs right.”
5. Constantly Reflect and Improve
Self-reflection and continuous improvement are central to Chef Shaya’s philosophy. For general managers, this means regularly evaluating your team, processes, and performance.
Use feedback from employees, performance reviews, and even exit interviews to identify areas for growth and make the necessary adjustments to improve both personally and professionally.
“We empower our team to challenge what we do. We ask our team to disagree with us when they feel like we’re doing something that goes against their belief, and we encourage that. We use exit interviews and feedback to reflect and be better as a company. We look for patterns where we might not be doing something as much as we could have.”
6. Core Values Should Drive Every Decision
Chef Shaya’s core values influence every decision in his business, from operational procedures to employee evaluations. For general managers, this means embedding your organization’s values into everything you do—whether it's hiring, team development, or how you handle customer relationships.
Values should not just be ideals but should be integrated into your everyday practices.
"All of our core values are how we evaluate our team. You’re evaluated on reliability, positivity, empowerment, education...We empower our team to challenge what we do. We ask our team to disagree with us when they feel like we’re doing something that goes against their belief, and we encourage that."
7. Set Non-Negotiables for Team Behavior
Setting clear expectations for behavior is crucial for fostering a positive workplace culture. General managers should establish non-negotiables for behavior and hold every team member accountable, regardless of their position.
Creating a respectful and empowering environment will naturally filter out those who don’t align with the company’s values.
"We set the tone for our non-negotiables... the team buys into that, or they don’t, and the ones that do stick around. We're not going to tolerate someone's ego getting in the way of having a great day at work. We wouldn't allow someone to get away with harassment just because they're in a position of power. You don’t have to tolerate being physically, sexually, mentally, or verbally abused at work... the food’s not worth it."
8. Empower the Team Through Feedback
Chef Shaya operationalizes empowerment by encouraging his team to provide feedback and challenge decisions when necessary. General managers should implement regular check-ins and provide opportunities for employees to express their thoughts.
Use feedback to refine processes, improve communication, and make the team feel more supported.
"We empower our team to challenge what we do... we set up mandatory check-ins at 30 days, 60 days, 90 days, six months, one year. A lot of people need more structure... so one thing we do is rewrote job descriptions, reorganized the way we teach, and improved communication based on feedback."
How meez Can Support General Managers
meez is a powerful tool for general managers looking to streamline operations across the board. By centralizing recipe data, inventory, and restaurant analytics, it simplifies the management of key resources.
With all critical information in one place, GMs can ensure that recipes are consistent, ingredients are accurately tracked, and waste is minimized. This leads to smoother day-to-day operations and reduces time spent on manual tasks, giving managers more time to focus on improving the guest experience and team performance.
meez also empowers general managers with menu and purchasing insights, helping them make smarter decisions. With access to detailed metrics, GMs can adjust menu pricing to maintain profitability, optimize labor costs, and ensure stock levels are aligned with demand.
By leveraging meez’s data, GMs can respond to trends and operational needs more effectively, ultimately driving better financial outcomes for the business.
Conclusion
The role of a restaurant general manager is multifaceted and essential for the success of any dining establishment. By effectively managing operations, staff, and finances, GMs directly contribute to the restaurant's profitability.
Their expertise not only ensures smooth daily operations but also sets the stage for long-term success in a competitive industry. If you’re considering a career in restaurant management, be prepared for a rewarding but challenging journey that can lead to significant professional fulfillment and financial success.
