JOB DESCRIPTION - RESTAURANT GENERAL MANAGER (RGM)

Position: Restaurant General Manager (RGM)
Department: Operations

1. Position Summary

The Restaurant General Manager (RGM) will be responsible for the overall management and performance of the assigned at restaurant.
The role will drive sales, profitability, customer experience, operational excellence, people management, training & development, food quality, inventory control, compliance and team capability building.
The RGM will act as the overall business owner of the restaurant, ensuring that the outlet operates efficiently while consistently delivering Maiz brand, food, service and operational standards.

2. Key Responsibilities

2.1 Restaurant Operations

- Manage the complete day-to-day operations of the restaurant.
- Ensure smooth opening, operating and closing procedures.
- Maintain operational standards as per company SOPs.
- Ensure optimum deployment of manpower across all shifts.
- Monitor service speed, order accuracy and restaurant readiness.
- Ensure all operational checklists are completed accurately and on time.
- Ensure consistent execution of company processes and brand standards.
- Identify operational gaps and implement corrective action plans.

2.2 Sales & Business Performance

- Drive restaurant sales and achieve monthly and annual business targets.
- Monitor daily sales, average transaction value, customer count, order count and other business KPIs.
- Analyze sales trends and identify opportunities for business growth.
- Drive local store marketing and promotional initiatives in coordination with the Operations and Marketing teams.
- Identify opportunities to improve customer footfall, repeat business and sales.
- Develop and execute action plans for underperforming business areas.
- Ensure effective execution of campaigns, offers and new product launches at the restaurant.

2.3 Cost & Profitability Management

- Manage restaurant controllable costs and ensure profitability.
- Monitor food cost, packaging cost, labour cost and other operating expenses.
- Control food wastage, pilferage and unnecessary expenses.
- Review daily and weekly cost reports and take corrective action.
- Ensure compliance with approved budgets and cost-control guidelines.
- Monitor restaurant contribution/EBITDA and identify opportunities for improvement.
- Maintain appropriate balance between customer service, operational efficiency and cost control.

2.4 People Management

- Lead, motivate and develop the complete restaurant team.
- Ensure adequate manpower availability for all shifts.
- Participate in recruitment, selection and onboarding of restaurant employees.
- Conduct regular team briefings and performance reviews.
- Set clear performance expectations for team members.
- Identify high-potential employees and support their career development.
- Ensure effective deployment, cross-training and utilization of employees.
- Manage attendance, discipline and employee engagement.
- Create a positive, inclusive and performance-driven work environment.
- Address employee concerns appropriately and escalate matters to HR wherever required.
- Build strong employee engagement and retention within the restaurant.

2.5 Customer Experience

- Ensure every customer receives a consistent and positive dining experience.
- Monitor customer feedback, complaints and service recovery.
- Resolve customer complaints promptly and professionally.
- Track online ratings and reviews and identify recurring service issues.
- Ensure service standards are consistently maintained.
- Monitor order accuracy, service time, food presentation and overall customer experience.
- Coach employees on customer service and service recovery standards.

2.6 Food Quality & Safety

- Ensure strict adherence to food preparation, quality and food safety standards.
- Maintain product quality, portion control, taste and presentation standards.
- Ensure proper temperature control, storage and handling of food.
- Conduct regular hygiene and food safety checks.




- Ensure all food safety and statutory requirements are followed.
- Ensure proper cleaning and sanitation practices.
- Take immediate corrective action for any food safety or quality deviation.
- Ensure all employees follow prescribed food safety and hygiene practices.

2.7 Inventory & Stock Management

- Manage daily inventory and ensure adequate stock availability.
- Ensure appropriate stock levels for uninterrupted restaurant operations.
- Monitor food, packaging and consumable inventory.
- Control wastage, expiry and stock variance.
- Conduct regular stock counts and reconciliation.
- Investigate and resolve inventory variances.
- Ensure FIFO/FEFO practices are followed wherever applicable.
- Monitor ordering and consumption patterns to optimize inventory levels.
- Ensure proper storage and handling of all inventories.

2.8 Cash & Financial Controls

- Ensure proper cash handling and reconciliation procedures.
- Monitor cash collections and POS transactions.
- Ensure cash variance remains within approved company limits.
- Ensure proper documentation of refunds, discounts and void transactions.
- Monitor financial controls and prevent revenue leakage.
- Escalate financial irregularities immediately.
- Ensure compliance with all cash-handling and financial control procedures.

2.9 Training & Capability Building

- Ensure all employees complete mandatory induction and operational training.
- Conduct regular on-the-job training and refresher sessions.
- Develop Shift Managers and other potential leaders.
- Maintain training records and ensure completion of mandatory modules.
- Ensure employees are trained on restaurant SOPs, product knowledge, food safety, customer service, POS, inventory, cash handling and workplace safety.
- Conduct regular coaching and on-the-job skill development.
- Identify individual and team-level training gaps.
- Ensure training gaps identified through audits, customer complaints, performance reviews or operational deviations are addressed.
- Build a strong internal talent pipeline for future restaurant leadership positions.

2.10 Training, Development & Talent Management

- Take ownership of the training, development and capability building of the complete restaurant team.
- Prepare and execute a monthly training calendar in coordination with HR/Training & Development.
- Conduct regular On-the-Job Training (OJT) for Crew Members, Team Members, Shift Managers and other employees.
- Identify training needs based on performance, skill gaps, audits, customer feedback and operational observations.
- Ensure all new joiners complete prescribed induction, onboarding and role-specific training within defined timelines.
- Conduct refresher training to maintain operational and service standards.
- Maintain accurate training records, skill matrices and competency assessments.
- Evaluate training effectiveness through assessments, observation and performance results.
- Identify High Potential (HiPo) employees and create individual development plans.
- Develop Shift Managers and Assistant Managers through coaching, mentoring and increased business responsibilities.
- Build a strong internal pipeline for future Shift Manager, Assistant Manager and RGM positions.
- Support employees in career development, IJP, promotion and succession planning opportunities.
- Ensure employees promoted to higher roles receive appropriate role-readiness and transition training.
- Conduct regular performance and development discussions with team members.
- Provide constructive feedback and create development plans wherever required.
- Work closely with HR and Learning & Development teams to implement company training initiatives.




- Promote a continuous learning and development culture within the restaurant.
- Maintain a ready talent pipeline for critical restaurant leadership positions.

Training & Development KPIs

- New Joiner Training Completion %
- Mandatory Training Completion %
- Training Hours per Employee
- OJT Completion %
- Skill Matrix Completion %
- Training Effectiveness %
- Assessment/Certification Pass %
- Internal Promotion %
- Internal Hiring/Movement %
- HiPo Identification & Development
- Leadership Pipeline Readiness
- Training Gap Closure %
- New Joiner 30/60/90-Day Performance
- Reduction in Operational Errors through Training

2.11 Compliance & Audit

- Ensure compliance with company policies, SOPs and statutory requirements.
- Maintain all restaurant licenses, records and mandatory documentation.
- Ensure compliance with food safety, labour, fire and workplace safety requirements.
- Prepare the restaurant for internal and external audits.
- Ensure all audit requirements are completed within defined timelines.
- Close audit observations within agreed timelines.
- Maintain proper documentation and records for all compliance requirements.
- Immediately report critical compliance or safety concerns to the appropriate management team.

2.12 Maintenance & Restaurant Upkeep

- Ensure restaurant cleanliness, hygiene and overall appearance.
- Monitor equipment condition and coordinate preventive maintenance.
- Report equipment breakdowns and maintenance requirements promptly.
- Ensure timely closure of maintenance-related issues.
- Ensure the restaurant is always guest-ready, clean and operationally safe.
- Monitor facilities, furniture, fixtures and restaurant assets.
- Prevent unnecessary damage and ensure proper utilization of company assets.

2.13 Reporting & MIS

- Review daily restaurant performance reports.
- Submit required operational and business MIS within defined timelines.
- Track key restaurant KPIs and prepare action plans for gaps.
- Analyze sales, cost, manpower, inventory and customer performance.
- Conduct regular performance reviews with the Area Manager / Regional Operations Manager.
- Maintain accurate records and ensure timely reporting of critical business information.
- Use data and business insights to improve restaurant performance.

3. Key Performance Indicators, KPIs
Business & Sales, Cost & Profitability, Operations, Customer, People, Training & Development

4. Candidate Profile

Education

- 10 +2 (With Relevant work experience of 3 years) Graduate in any discipline.
- Degree/Diploma in Hotel Management or Hospitality Management will be preferred.

Experience

- 5 - 8 years of experience in restaurant/QSR operations, with at least 2-3 years in a manager-level role.
- Experience in high-volume QSR or fast-casual restaurant operations preferred.
- Experience managing a team of 15- 30+ employees will be an advantage.
- Experience in sales, cost management, inventory control and people development is preferred.

5. Required Skills

- Strong restaurant operations knowledge.
- Sales and business acumen.
- People and team management.
- Training and coaching capability.
- Cost and inventory control.
- Customer service orientation.
- Food safety and hygiene knowledge.
- Strong communication and interpersonal skills.
- Problem-solving and decision-making ability.
- Good understanding of Excel, POS and restaurant management systems.
- Ability to analyze business data and identify improvement opportunities.
- Ability to work in a rapid-paced and target-driven environment.

7. Role Expectation

The RGM is expected to operate the restaurant as a business owner, balancing sales, profitability, people, customer experience, food quality, operational standards and compliance.
The RGM is also responsible for building the next generation of restaurant leaders by identifying, coaching and developing employees and maintaining a strong internal talent pipeline.

The RGM's core objective - Run a profitable, compliant and customer-focused restaurant while building a high-performing team and developing future restaurant leaders.

📌 Restaurant General Manager (Pune)
🏢 Maiz Mexican Kitchen
📍 Pune