Restaurant General Manager

Piccino FOH Management Roles: Responsibilities and Expectations

General Manager (GM)

The General Manager is responsible for the overall financial performance, operational execution, culture, staffing, and guest experience of the restaurant. The GM leads the management team and operates with an ownership mindset.

General Manager’s Responsibilities and Expectations:

Leadership & Culture

• Lead and develop the entire FOH management team
  • Give them goals as appropriate
• Instill Piccino’s management culture in all managers
• Coach managers on leadership, service standards, and accountability
• Understand management teams areas of growth and monitor their progress
• Establish and maintain Piccino’s culture and service philosophy with FOH Staff
• Serve as the primary role model for professionalism, hospitality, accountability, and communication
• Build strong relationships with all staff and department heads
• Conduct bi-annual management and hourly staff reviews
• Ensure departmental reviews are completed consistently for all team members
• Resolve escalated employee conflicts and performance concerns as urgently as possible
• Follow SOPs for proper documentation of workplace incidents, performance reviews, last chance warnings, etc
• Create a positive and high-performing work environment
• Drive employee retention and development initiatives

Financial Management

• Oversee the financial well-being and profitability of the restaurant
• Monitor labor and operational costs making necessary adjustments on a daily basis depending on sales forcasts
• Manage payroll oversight and approval in a timely manner
• Approve weekly timesheets and make adjustments as necessary
• Approve tip sheets at the end of the week
• Develop initiatives to improve revenue and profitability
• Work with Culinary and Beverage Directors on pricing strategy
• Maintain profitability while upholding service standards

Operations Management

• Oversee all daily FOH operations
• Ensure smooth execution of lunch, brunch, dinner, bar, café, and events
• Deploy FOH staff in an efficient manner depending on business level
• If servers need to take a larger section than usual it is the managers role to assist in their section
• Manage FOH scheduling
• Ensure schedules are posted at least two weeks in advance
• Alert management team and staff to any available shifts that need covering
• Lead recruiting efforts for hiring staff
• Posting for jobs as needed
• Leading interview and stage process
• In conjunction with ownership & Dr. of Restaurant ops make hiring decisions
• Execute Piccino onboarding and training procedures with new staff members
• Bi-annual review of training materials to ensure they are up to date with current SOPs
• Oversee FOH inventory taking
• Ensure operational systems and procedures are functioning efficiently
• Maintain restaurant cleanliness and facility standards
• Ensure all FOH equipment is maintained and compliant
• Ensure that cross department communication is happening effectively. Making sure that everyone is on the same page
• Ensure policies and SOPs are followed consistently

Guest Experience

• Maintain a guest-first culture throughout the restaurant
• Handle high-level guest complaints and recovery situations
• In the dining room and via Resy, Google, Yelp and Info email reviews
• GM is responsible for responding to online reviews
• Communicate guest feedback and outcomes to management/ownership via manager log
• GM is responsible for monitoring the log for incidents that require follow up with guests and/or staff members
• Ensure consistent hospitality standards across all service areas
• Develop and implement service training initiatives
• Maintain strong floor presence during service

Event Oversight

• Coordinate with Event Director and event staff to ensure that events are properly staffed and executed
• Ensure BEO accuracy and operational readiness
• Maintain service standards during private events
• Ensure that checks are properly closed on Toast and Tripleseat

Technology & Systems

• Oversee POS systems and operational technology
• Ensure Toast, Resy, and online systems remain updated
• Analyze operational data and metrics
• Oversee online ordering and delivery systems
• Lead roll out of new technologies with Dr. of Restaurant Ops

Compliance & Safety

• Ensure compliance with all health and labor regulations
• Maintain food safety standards
• Ensure emergency and safety protocols are followed
• Maintain compliance with state and federal employment laws
• Oversee security and facility safety procedures

Continuous Improvement

• Identify operational inefficiencies and opportunities
• Implement process improvements
• Support manager growth and development
• Stay informed on industry trends
• Encourage management and staff development
• Drive innovation and operational evolution

General Manager’s Daily Operational Responsibilities:

• Oversee all daily FOH operations
• Ensure smooth execution of lunch, brunch, dinner, bar, café, and events
• Ensure proper staffing levels
• Be aware of any VIPS, special guests, etc.
• Maintain strong floor presence during service. Admin work to be completed during non-business hours or when flow of service permits.
• Monitor labor and operational costs daily based on sales forecasts
• Fill uncovered shifts and communicate staffing needs
• Ensure operational systems and procedures are functioning properly
• Maintain restaurant cleanliness and facility standards
• Maintain cross-department communication between FOH, BOH, bar, events, and admin teams
• Ensure SOPs and policies are consistently followed during service
• Handle escalated guest complaints and recovery situations
• Monitor and respond to guest feedback through Resy, Google, Yelp, and email
• Coordinate event staffing and execution with the Events team
• Ensure BEO accuracy and operational readiness
• Ensure compliance with health, labor, and safety regulations
• Oversee security and facility safety procedures

General Manager’s Daily Leadership Responsibilities:

• Lead and coach the FOH management team and staff members
• Hold managers accountable to standards and culture
• Resolve employee conflicts and performance issues
• Maintain morale and professionalism across the team
• Act as the primary leadership presence in the restaurant