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8/9/2019 GM-RRKM
1/4
8/9/2019 GM-RRKM
2/4
ROLES AND RESPONSIBILITIES - GENERAL MANAGER
08/08 2
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY
MEASUREMENT
RESOURCE/
SUPPORTRecurring Tasks On-going Ensure
repetitive
divisional tasksgetaccomplished
Effective and timelyof recurring task
and performanceitems.
DivisionalRecurring Task
Lists by position
N/A
Price list analysismanagement.
Quarterly Ensure andvalidate profitmargin.
Maintain andimproveprofitability.
Updated PriceList
Profit and LossStatement
N/A
Develop annual
company budget;monthly revenueexpenseaccountability.
Monthly Achieve budget
by exceedingrevenue targetsand meetingexpense targets
Each division
achieves projectedprofitability to thecompany
Annual Budget
Monthly FinancialAnalysis
GMDashboard/FMSDashboard
Executive
ManagementManual
Quality TeamDevelopment
Implement StagesDivisionalOrganization
On-going Achieve Aqualitypersonnel in allpositions.
Fulfillment of theStagesOrganization
FranchiseOrganizationalChart
Personnel Manual
8/9/2019 GM-RRKM
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ROLES AND RESPONSIBILITIES - GENERAL MANAGER
08/08 3
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY
MEASUREMENT
RESOURCE/
SUPPORTRecruiting & Hiring As needed Identify and hire
A quality
employees
A qualityemployees
FranchiseOrganizational
Chart
Skill AssessmentReport
Personnel Manual
Training &Development
Ongoing Motivate staff todevelop & growas professionals
Professional growthof team
Improveperformance inroles and
responsibilities
Skill assessmentscore trend
PersonalImprovementPlans Annually
Personnel Manual
Roles andResponsibilities
Leadership &Teambuilding
Ongoing Develop a teamof quality peoplewho focus onExcellentService,Fairness, andMutual Respect
Quality EmployeeRetention, clarity ofpurpose, &achievement ofresults
Achieve Long-term Goals andInitiatives
ExecutiveManagementManual
HR and
ComplianceDocumentation
Ongoing &
Annual Audit
Ensure HR and
compliancedocumentationis accurate &up-to-date
Completed HR &
ComplianceDocuments
HR Updated
Checklist
Personnel Manual
8/9/2019 GM-RRKM
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ROLES AND RESPONSIBILITIES - GENERAL MANAGER
08/08 4
ROLE RESPONSIBILITY RECURRENCE REASON RESULT KEY
MEASUREMENT
RESOURCE/
SUPPORTCommunicationManagement
Managers Meeting Weekly,Monthly,
Quarterly
Ensure effectiveintra company
communicationswith division.
Prioritizedcompletion of
goals:OfficeProductionMarketing
Effectively andtimely execution ofrecurring tasks.
Meeting Minutes N/A
Communicate withthe Owner
On-going Share withOwner priorities,
challenges andopportunities.
Owner is informedabout all franchise
business
Owner participatesin businessplanning
Report Execution& Plan
AdjustmentsQuarterly
N/A
Customer Serviceand ConflictResolution
On-going Coordinatepositivecommunicationand problemresolution.
Improve COIretention and brandreputation.
Certificates ofSatisfactionsTrend
Customer
Retention Report
Customer ServiceeLearning
Crew TrainingCourse
Your Local TrainingQ1,05 CustomerService
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