Job Description

Cafe General Managers - Coffee - Boston - No nights!

George Howell Coffee Company

The General Manager (GM) is the central figure in delivering a warm, welcoming hospitality experience and leading our teams performance. The GM oversees a diverse coffee program, retail sales, customer education, financial controls, and the overall operation of our cafs.

We currently operate five cafs, three of which are in Boston. As a growing organization, we seek strong leaders to manage operations, SOPs, staffing, training, and the memorable customer experience. Cafs open seven days a week, and the GM will be supported by Assistant General Managers and a staff of up to fifteen hourly team members. Industry professionals with deep food, beverage, and coffee expertise are encouraged to apply. Experience in catering is a plus.

Responsibilities

• Work with senior management to develop innovative caf offerings, including coffee flight programs and artisanal products.
• Ensure guests and staff are warmly received and engaged to deliver a personalized experience.
• Manage daytoday operations and finances to optimize profits while maintaining high guest experiences and team performance.
• Assist in achieving sales and profitability goals with a hospitalitybased team approach.
• Control operating expenses through timely maintenance of the caf and equipment.
• Coach, support, recognize, and provide performance feedback to Team Members, including disciplinary action when necessary.
• Oversee and mentor a staff of 15+ team members.
• Teach company quality standards and ensure they are maintained.
• Plan, organize, and lead training necessary to achieve sales, cost, employee retention, guest service, food and beverage quality, cleanliness, and sanitation objectives.
• Assist in launching specialty coffee drinks, food, and dessert programs.
• Ensure consistent achievement of speed and service steps at all business levels.
• Participate in ongoing personal training to advance food and beverage knowledge and share this with guests and staff.
• Support and adhere to all company policies, procedures, standards, and training programs.

Core Tasks

• Staff Management: Achieve sales, service, quality, and cleanliness objectives through training and a productive environment.
• Product Consistency: Ensure all coffee and food products meet caf recipes and standards.
• Innovative Offerings: Identify and evaluate new caf items and present them to senior management.
• Retail Oversight: Keep retail areas fully stocked, organized, and visually appealing.
• Staffing Plan: Maintain accurate staffing plans for all areas, reviewing levels to ensure efficiency and payroll budget compliance.
• Hiring & Training: Recruit, interview, hire, and train new employees; coordinate with GHC Trainer for quality standards.
• Performance Management: Manage employee performance, discipline, and constructive feedback according to HR policies.
• Guest Service: Strive for 100% guest satisfaction, responsive service, and prompt resolution of concerns.
• Operational Finance: Schedule labor, meet labor cost objectives, handle invoices, and maintain accurate financial records.
• Equipment & Sanitation: Oversee maintenance logs, cleanliness, and compliance with health, safety, and sanitization standards.
• Fuel Management: Manage inventory of coffee, food, supplies, and ensure accurate receipts and vendor coordination.
• Marketing: Implement marketing, advertising, and promotional activities; coordinate with marketing leaders for campaigns.
• Technology: Maintain POS systems, printers, scanners, and other operational technologies.
• Environmental Compliance: Adhere to federal, state, and local health, safety, and labor regulations.
• Physical Tasks: Stand, move, lift up to 50 pounds, and perform daily operational duties.

Requirements

Knowledge

• Extensive knowledge of caf operations: food planning, purchasing, sanitation, security, policies, personnel management, recordkeeping, and reports preparation.

Skills

• Strong written and verbal communication with high awareness of nonverbal cues.
• Active listening and ability to resolve guest issues diplomatically.
• Leadership and peoplemanagement capabilities.
• Passion for thirdwave specialty coffee and artisan food products, with the ability to taste for quality control.
• Excellent multitasking, organization, and timemanagement skills.
• Strong problemsolving under pressure.
• Adaptability to change.
• Professional, courteous demeanor and appearance.
• Accurate mathematical skills for inventory calculations.
• Fluent in English (reading, writing, speaking).

Abilities

• Energetic selfstarter who prioritizes and multitasks efficiently.
• Maintains calm during highstress periods.

Physical Characteristics

• Ability to stand for extended periods (up to 8 hours per shift).
• Ability to move around the caf, assist staff and guests, and perform shift responsibilities.
• Ability to lift and move supplies up to 50 pounds.
• Ability to reach under counters and overhead.
• Tolerance to cleaning solutions.

Tools Used

• POS System (Toast).
• Microsoft Excel and Word.
• Coffee brewing equipment.

Environmental Factors

• Indoor fastpaced caf setting.

Credentials / Experience

• Bachelors degree or equivalent in caf or restaurant management or a related field (or comparable experience).
• ServSafe Certified (Food & Alcohol if applicable or TIPS equivalent); completed allergen awareness training or willingness to obtain certifications.
• Minimum five years of directly related caf or casual dining restaurant management experience, including personnel and operational management.
• Minimum five years in a similar general manager level role.
• Fluency in English; bilingual encouraged.
• Functional with POS operations and MS Office.

Other Requirements

• Flexible schedule to work various hours, including weekends.
• May occasionally fill in for absent staff.
• Expected to work on the floor helping customers and prepare/serve drinks.

Expected Compensation Range: $70,000 to $90,000

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