Position Overview: As General Manager (GM) at gusto!, you will be the heartbeat of our shop and the face of the brand in the community. In this role, you will set the tone and lead by example, creating an environment where guests experience our unparalleled service and team members feel motivated and valued. Your responsibilities include hands-on leadership, fostering a culture of growth and empowerment, and refining our operations through continuous improvement in team development and operational excellence.
Reports To: Assigned Operator Coach within the gusto! Operations Department. Who You’ll Oversee: All shop team members.
Core Responsibilities:
Brand Representation
- Embody the gusto! spirit and ensure the shop upholds brand standards at all times.
- Serve as a good steward of all company property.
- Ensure every aspect of the shop reflects our commitment to exceptional service and cleanliness.
Operational Leadership
- Engage actively in all aspects of daily shop operations - no sidelines. (Scheduling, team meetings, Heard Sessions, payroll processes, etc.)
- Ensure proper store opening and closing procedures are consistently followed.
- Oversee food preparation, ensuring all items follow recipes and quality standards.
- Perform and oversee all revenue-related tasks, including cashier operations, credit card terminals, and third-party delivery platforms (DoorDash, Uber Eats, etc.).
Team Management
- Be available for all shifts, including openings, closings, weekends, and peak periods.
- Step in for team members when needed (grill, prep, line, cashier).
- Foster a positive, collaborative work environment where team members feel valued and motivated.
- Oversee hiring, onboarding, and training for all new team members.
- Train team members on company policies, procedures, and performance expectations.
- Coach and develop team members, ensuring ongoing growth and adherence to standards.
Catering Operations
- Ensure catering requests from the Sales Team are communicated clearly and executed flawlessly.
- Oversee timely, accurate delivery of all catering orders.
- Maintain friendly and professional interactions with catering guests.
- Manage the catering schedule, inventory, supplies, and equipment - including keeping the catering van clean and stocked.
Financial Acumen
- Analyze P&L statements and other financial reports to drive sales and profitability.
- Use data to identify opportunities to grow revenue and improve performance.
Cost Control
- Manage food, labor, and operational costs within budget.
- Explore strategies to increase efficiency and profitability.
- Oversee daily prep list creation and inventory accuracy.
Safety and Quality
- Lead by example to uphold all safety, sanitation, and food quality standards.
- Achieve strong performance on health inspections and internal audits.
- Maintain a clean, inviting environment - including restrooms, dining areas, windows, floors, and all guest-facing spaces.
- Enforce uniform and personal hygiene standards (non-slip shoes, cutting gloves, etc.).
- Ensure all operational, food safety, and quality requirements are met every hour, every day.
Logistics & Inventory Management
- Order supplies and maintain accurate inventory levels.
- Ensure all equipment is well-maintained and in working order.
- Responsible for ordering through FreshPoint and Sysco.
- Submit accurate weekly inventory reporting.
Culture & Team Development
- Build and maintain a strong, retention-focused culture rooted in feedback, transparency, and growth.
- Communicate using diverse methods - team huddles, coaching sessions, recognition moments, and collaborative problem-solving.
- Uphold gusto!’s values and cultural tenets, modeling the behaviors and standards expected of all team members.
Professional Appearance
- Maintain a polished, professional appearance:
- Clean, wrinkle-free collared shirts
- Well-tailored jeans or slacks (classic, straight, slim, skinny, or boot-cut)
- No baggy fits, distressed denim, rips, frays, or raw hems
- Your presentation should reflect the pride and professionalism of the brand.
Other Responsibilities
- Perform additional shop duties as assigned.
Experience
- Minimum of three years of food service management experience with proven leadership and operational excellence.
Skills
- Strong communication and interpersonal skills.
- Effective organizational and planning abilities.
- Proficient PC skills (email, spreadsheets, scheduling systems, etc.).
Characteristics
- Self-driven leader with a passion for people and operational excellence.
- Highly organized and fully committed to hands-on shop management.
- Demonstrates strong decision-making, accountability, and follow-through.
Certifications
- Active ServSafe Certification required.
Physical & Time Requirements
- Work a minimum of 45-50 hours per week, including nights, weekends, and holidays.
- Serve as the 24/7 point of responsibility for your shop, including responding to emergencies or urgent operational issues.
- Ability to perform physical tasks such as reaching, standing for extended periods, and lifting up to 50 pounds.
- Must be capable of driving and delivering catering order
- Must have a reliable means of transportation
