General Manager

STATEMENT OF PURPOSE

To manage the daily operations and staff of a Wendy's restaurant, including the execution of all Company

policies, procedures, programs and systems. Ensures achievement of all restaurant objectives while

following all Company guidelines. Ensures compliance with all federal, state and local laws and ethical

business practices. Leads, interviews, selects, directs, trains and develops all Shift Supervisors, Restaurant

Managers and Crew Members in the restaurant. Creates and maintains an environment and culture of

engaged employees. The General Manager must also be able to work and communicate effectively with

store team, including Restaurant Managers, Shift Supervisors and Crew Members.

ESSENTIAL FUNCTIONS

The General Manager must be able to perform each essential function satisfactorily. Wendy’s will, upon

request, provide reasonable accommodation in accordance with the ADA to the known physical or mental

limitations of an otherwise qualified employee or applicant with a disability, unless to do so would cause

the Company an undue hardship.

The General Manager must be able to perform each the following essential functions:

• Must be able to come to work promptly and regularly

• Must be able to take and provide direction and work well with others

• Must be able to work in a fast paced environment and accomplish multiple tasks within

established timeframes

• Must be able to stand much of the work day

• Must be able to concentrate and perform duties accurately

• Must be able to react to change productively and handle other tasks as assigned

• Must be able to perform the Accountabilities and Key Measurement Criteria

• Must be able to fulfill the Knowledge and Ability Section

• Must be able to perform as stated in the Work Environment; Physical Demands Section

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ACCOUNTABILITIES AND KEY MEASUREMENT CRITERIA

KEY MEASUREMENT CRITERIA:

In order to achieve consistency throughout our system as we measure and evaluate

performance, the measurement criteria following each accountability should be

considered and evaluated. The actual results as well as the methods and processes

used to obtain the results should be assessed. It is also appropriate to consider the

leadership, management and subordinate development as you measure the attainment

of each of the accountabilities. The Key Measurement Criteria should not be viewed

as the only factors to evaluate, as there are normally additional items that relate to a

specific individual or market.

1. Trains, monitors and reinforces food safety procedures to store management and crew

employees. Ensures all food safety procedures are executed according to Company policies and

health/sanitation regulations; takes corrective actions, as appropriate.

KEY MEASUREMENT CRITERIA

• Food Safety and QA Section of the SOE

• Must be ServSafe certified and have other food safety certification as required by local or state

law.

• Training and execution of all food safety procedures

• Current Food Safety certification including certification of self and management staff

• Food safety culture

• Total store cleaning systems

• Expiration dates

• Cooked and raw product

• Temp log

• Handwashing

• Dishwashing sanitizing and proper drying

• Food Safety Walk throughs

• Health Department evaluation results

2. Maximizes store sales goals versus budget and prior year, including participation in marketing

programs. Develops and implements appropriate plans to resolve unfavorable trends and

enhance sales. Manages assigned store requirements for new product rollouts/procedures.

KEY MEASUREMENT CRITERIA

• Sales performance versus budget and prior year

• Sales performance for key initiatives including:

• Transaction growth %

• Service times

• Late night sales $

• Pick up window %

• Kids Meals

• Regular communication of store sales performance to DM & store management team

• Involves DM & store management team in correcting anticipated variances

• Execution of national and local marketing programs

• Execution of new product roll-outs

• Participation in community activities to enhance goodwill of the Wendy’s Brand

• Response to competitive intrusive activities aimed at diverting store business

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3. Maximizes profit goals versus budget and prior year. Manages food, labor and paper costs and

other controllable expenses. Develops and implements appropriate plans to resolve unfavorable

trends and enhance profits.

KEY MEASUREMENT CRITERIA

• Profit performance versus budget and prior year

• Management of food, labor, paper and other controllable costs

• Monitoring and utilizing follow-up systems to achieve profitability objectives

• Actions taken to address profit shortfalls or cost variances

• Informs DM and store management team of profitability performance and anticipated variances

• Preparation and participation in period P & L reviews and Monthly Business Reviews.

• Utilizing indexing to track profit flow through

• WOTC vouchering

4. Ensures the continual improvement of Quality, Service and Cleanliness standards on all day

parts, including the monitoring of food product quality. Ensures total store “Service

Excellence”, including “Customer Courtesy”, standards are met; implements corrective actions,

as required.

KEY MEASUREMENT CRITERIA

• Attainment of Sparkle certification; attainment of “Dave’s Way” certification

• Training, coaching and continual improvement of Quality, Service and Cleanliness standards on

all day parts

• Continual improvement in ROE, SOE, and other store performance indicators

• Proactive execution of “Customer Courtesy” including management and crew interaction with

guests

• Frequency, nature and timely resolution of customer complaints

• Identification of trends resulting from customer complaints, and development of action plans to

address trends

• Achieves CPR (Complaints, problems, revisit) Index goals.

5. Develops subordinates to maximize their contributions and future promotability. Executes

proper training and development through established systems and practices.

KEY MEASUREMENT CRITERIA

• Utilization of COT system on a daily basis

• Development of qualified benchstrength as measured by internal promotions

• Training and utilization of established store systems and standards

• Timely support and reinforcement of WMI curriculum and other training

• Development and execution of weekly plans for subordinates

• Development of subordinates through coaching and reinforcement of desired behaviors through

review of key operating systems

• Communication and training of operational changes and new products and procedures.

• Utilization of PDRs for subordinate development.

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6. Ensures People Excellence culture through the execution of the restaurant’s overall Human

Resources programs. Ensures achievement of proper staffing levels. Utilizes ongoing system

for the recruitment, development, recognition and retention of store management and crew.

Prepares and conducts quality, timely performance feedback and performance appraisals for

store management. Provides quality, timely performance feedback and performance appraisals

for crew. Works with local HR staff to manage Speak Out process at store level, ensuring

expedient and appropriate resolution.

KEY MEASUREMENT CRITERIA

• Crew and Shift staffing levels on all day parts vs. goal

• Diversity of hires

• Turnover results for store management, AMIT, shift and crew

• Execution of plans to reverse negative turnover trends

• Execution of interviewing promise to identify qualified applicants to positively reflect Wendy’s

image

• Quality of content and percent of on-time reviews for store management, Shift Supervisors and

Crew Members

• Appropriate use of base pay and merit guidelines

• Management and resolution of performance issues with Managers and crew including appropriate

escalation of employee problems.

• Environment in which employees are treated with respect and dignity

• Speak Out process

• WOTC call in

7. Ensures store compliance with Company operating policies and procedures. Works with

District Manager to establish store priorities, and develops and executes store plans.

Informally evaluates store performance, receives and incorporates feedback from store

inspections, and implements action plans to improve store ratings. Conducts regular

managers’ meetings to communicate and reinforce priorities.

KEY MEASUREMENT CRITERIA

• Execution of Company systems and operating procedures

• Frequency and content of communications among managers and crew (e.g., manager meetings,

management logs, crew meetings, crew communication boards, etc.)

• Utilization of approved uniform program

• Audit and review of systems, checklists and work habits to ensure store personnel are

demonstrating desired behaviors.

• Conducts store business reviews.

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8. Ensures protection of Wendy’s brand and assets through store compliance with Company

policies and procedures. Evaluates store performance at specified intervals using Company

inspection form; coaches and retrains managers as required.

KEY MEASUREMENT CRITERIA

• Escalation of non-compliance issues

• Store compliance audits (e.g., file, cash, safety, QA)

• Compliance with all Federal, State and local requirements

• Compliance with Wendy’s HR policies and procedures

• Execution of Company systems and operating procedures

• Execution of procedures for control of cash, property, product and equipment, including control

of coupons, discounts, reg op voids, manager mode voids, claim frequency,

• Execution of Safety and Security policies as they relate to risk and casualty claim loss

• Maintenance of buildings, grounds and equipment, and execution of Preventive Maintenance

Program

• Identification and appropriate resolution of control or security issues

9. Performs other job-related duties as may be assigned or required.

KEY MEASUREMENT CRITERIA

(This accountability should be left blank unless a specific program, activity, or contribution resulted

which is not addressed by a previous accountability.)

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty

satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability

required. Reasonable accommodations may be made to enable individuals with disabilities to

perform the essential functions.

KNOWLEDGE AND ABILITY

• Ability to learn and apply Wendy's operating systems and procedures

• Ability to learn and apply Wendy's policies and procedures

• Ability to learn and apply Wendy’s Human Resources policies and procedures.

• Knowledge and application of P&L analysis and corrective measures

• Knowledge and application of supervisory practices

• Knowledge and application of planning and budgeting

• Knowledge and application of interviewing practices

• Knowledge and application of training and development practices

• Knowledge and application of Federal, state and local employment laws

• Ability to satisfactorily complete recommended corporate training programs, including, but not

limited to, WeLearn positional training, Wendy’s Management Institute and food safety (ServSafe or

other Wendy’s designated food safety training program).

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EDUCATION and/or EXPERIENCE

College degree and 3 - 4 years line operations experience in the restaurant industry; or equivalent

combination of education and experience.

WORK ENVIRONMENT; PHYSICAL DEMANDS

In order to satisfactorily execute and meet the above accountabilities and key measurement criteria, the

General Manager must perform managerial duties on site, in accordance with customary scheduling

requirements for this position (including ability to work many different shifts and a minimum 50 hour

workweek). The position frequently requires working at a fast pace and may involve exposure to noise,

heat, cold or other elements. It is also necessary to use a headset to take orders, take direction or give

direction. General Managers may be required to transfer from one location to another as business needs

dictate. The General Manager position requires bending, kneeling, lifting and carrying (up to 25-50

pounds, as necessary), standing for long periods without a break, and ability to travel to other restaurants,

Area Office or other designated locations, as necessary, e.g. the bank. Specific job functions, equipment

use, physical and mental demands, and industrial conditions are detailed in the Operations Functional

Analysis of Essentials (see Wendy’s Operations Standards Manual).

DISCLAIMER

The above information has been designed to indicate the general nature and level of work performed by

employees within this classification. It is not designed to contain or be interpreted as a comprehensive

inventory of all duties, responsibilities and qualifications required of employees assigned to this job.