General Manager / Training Leader

Position Overview

We are seeking a high-impact operational leader who excels at developing people, building culture, and creating exceptional customer experiences. This role is ideal for a proven restaurant, retail, hospitality, or service-industry leader who has successfully trained managers, developed trainers, and built teams that consistently deliver outstanding guest satisfaction and operational results.

The successful candidate will serve as both the business leader and the learning leader for a high-volume operation, ensuring that systems, service standards, and leadership development programs are executed at the highest level.

This position is responsible for operational excellence, team development, training execution, financial performance, and creating a culture centered on hospitality and continuous improvement.

Key Responsibilities

Leadership Development & Training

• Develop and coach managers, supervisors, and team leaders to become effective trainers and culture ambassadors.
• Design and execute onboarding, training, and certification programs.
• Train the trainers and ensure leadership development programs are consistently implemented.
• Identify high-potential employees and create development plans for future leadership roles.
• Conduct coaching sessions, performance conversations, and skills-based training.
• Foster a culture of accountability, growth, recognition, and continuous learning.

Customer Experience Leadership

• Champion a customer-first culture throughout the organization.
• Establish and maintain best-in-class hospitality and service standards.
• Coach leaders and frontline teams on service recovery, guest engagement, and relationship building.
• Analyze customer feedback and implement actionable improvement strategies.
• Ensure every customer interaction reflects the organization's commitment to excellence.

Operations Management

• Oversee day-to-day business operations and execution.
• Ensure operational standards, procedures, and brand expectations are consistently followed.
• Monitor productivity, quality, and service performance metrics.
• Lead initiatives that improve efficiency, consistency, and overall execution.
• Support growth initiatives, new programs, and process improvements.

Financial Performance

• Manage operational budgets and profitability.
• Monitor labor, inventory, and controllable expenses.
• Analyze business performance and develop action plans to achieve goals.
• Utilize reporting and key performance indicators to drive decision-making.
• Ensure accurate financial controls and operational accountability.

Team Building & Culture

• Recruit, hire, and develop top talent.
• Create a positive, high-energy, service-focused environment.
• Build strong employee engagement and retention strategies.
• Establish clear expectations and hold team members accountable for results.
• Recognize and celebrate individual and team achievements.

Compliance & Standards

• Maintain compliance with all company policies and regulatory requirements.
• Ensure a safe environment for employees and customers.
• Uphold operational, sanitation, and workplace safety standards.
• Lead by example with professionalism, integrity, and consistency.

Ideal Candidate

• Proven success leading high-volume hospitality, restaurant, retail, or customer-facing operations.
• Strong background in management training, leadership development, and coaching.
• Experience developing trainers, managers, and future leaders.
• Exceptional customer service and hospitality mindset.
• Demonstrated ability to create high-performing teams and positive workplace cultures.
• Strong communication, presentation, and facilitation skills.
• Financial acumen with experience managing budgets and operational performance.
• Highly organized, self-motivated, and results-driven.
• Passionate about developing people and helping others succeed.

What Makes Someone Successful in This Role

• They are known for developing leaders, not just managing operations.
• They have a reputation for creating outstanding customer experiences.
• They build systems that scale through people and training.
• They lead with energy, accountability, and a servant-leadership mindset.
• They leave behind stronger teams, stronger leaders, and stronger business results wherever they go.