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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

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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

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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