We're expanding in the Charlotte, NC area and looking for General Managers to join our growing team.
Job Summary
The General Manager is responsible for planning, directing, and coordinating the daily operations of the location. This hands-on leadership role is charged with driving profitability, protecting the guest experience, and developing the team while embodying Built On Hospitality’s core values. The GM sets the tone for accountability and hospitality, ensuring that every guest feels cared for and every shift operates with efficiency, financial discipline, and a culture of pride.
Activities & Responsibilities
Primary
• Promote, work, and act in a manner consistent with the core values of Built On Hospitality: Hustle as One, Perfect the Pieces, Deliver WOW, Build with Purpose.
• Oversee daily operations, ensuring both concepts operate with consistency, efficiency, and hospitality at the forefront.
• Lead, coach, and develop salaried managers and hourly team members; build a leadership pipeline for growth.
• Review financial statements, sales reports, and Restaurant365 data to track productivity, profitability, and areas for improvement.
• Take full ownership of the P&L: manage costs, labor, and revenue performance to achieve budget goals.
• Drive top-line revenue through proactive community outreach, marketing activations, and support of private event sales.
• Champion the Guest Journey, ensuring managers touch every table and that hospitality is felt in every guest interaction.
• Lead service recovery when issues arise, using empathy, immediacy, and the LEARN model.
• Ensure all SOPs are consistently executed, including closing procedures, purchasing approvals, waste logs, payroll, tip-outs, and repair & maintenance.
• Manage payroll through Toast Payroll with accuracy and compliance.
• Partner with the marketing team to keep the brand relevant across digital channels, social platforms, and the Charlotte dining community.
Activities & Responsibilities
• Maintain compliance with all HR requirements, labor laws, food safety standards, and ABC alcohol regulations.
• Oversee beverage program development in partnership with the bar lead/manager.
• Conduct regular inventories for liquor, beer, wine, and COGS items; ensure pars are correct and reporting is accurate.
• Monitor controllable expenses and ensure facilities and equipment are properly maintained.
• Respond to all guest reviews across OpenTable, Yelp, TripAdvisor, and Google in a timely and professional manner.
• Actively engage with guests on property daily, collecting contact info and following up with thank-you communications.
• Run weekly EOS Level 10 (L10) meetings with managers, following the standardized agenda to ensure accountability, alignment, and follow-through on Rocks, Scorecards, and To-Dos.
• Contribute to company-wide EOS structure by providing regular updates, documenting issues, and cascading communication throughout the team.
Supplemental
• Support culinary leadership in achieving budgeted food cost goals.
• Assist with menu rollouts, beverage program launches, and seasonal initiatives.
• Liaise with guests, employees, vendors, suppliers, and licensing authorities.
• Maintain and improve staff morale by recognizing performance, coaching in real time, and addressing accountability lapses promptly.
• Contribute to continuous improvement of operational efficiency and guest experience at both properties.
• Work with ownership and the Director of Operations to plan and manage annual budgets.
• Complete other tasks, projects, and job duties as assigned.
Tools & Technology
• Point-of-sale terminals, equipment and workstations (Toast)
• Accounting software (Restaurant365)
• Calendar and scheduling software (7Shifts)
• EOS tools and meeting structure (Level 10 agendas, Scorecards, Rocks, IDS)
• Electronic mail software (Microsoft Outlook)
• Menu creation software (Canva)
• Inventory management software (Restaurant365)
• Office suite software (Microsoft Office)
• Payroll software (Toast Payroll)
• Spreadsheet software (Microsoft Excel)
• Word processing software (Microsoft Word)
