General Manager

DescriptionJob TitleGeneral Manager - Multi-Unit Operations (Tim Hortons)Reports ToOwner / Director of Operations / District Manager Position SummaryThe General Manager (GM) - Multi-Unit Operations is responsible for overseeing the day-to-day operations, financial performance, food safety, brand standards, and people management across multiple Tim Hortons locations. This role ensures consistent execution of Tim Hortons brand standards, strong team leadership, profitability, and an exceptional guest experience at all assigned restaurants. The GM serves as the primary operational leader, developing store managers, enforcing standards, controlling costs, and driving sales growth across the portfolio. Key ResponsibilitiesOperations & Brand StandardsEnsure all assigned Tim Hortons locations operate in full compliance with Tim Hortons brand standards, food safety, and health regulationsMaintain excellence in speed of service, product quality, cleanliness, and hospitalityConduct regular store visits, audits, and operational reviews Lead execution of new product launches, promotions, and system updates Ensure equipment uptime, preventive maintenance, and operational readiness Financial & Performance ManagementOwn P&L performance across multiple locations Drive profitability through: Labor control (target ~20%)Food & paper cost control (target ~30%)Waste reduction and inventory accuracy Analyze weekly sales, labor, and cost reports Implement action plans to improve underperforming locations Manage budgets, forecasts, and weekly performance reviews with store managers People Leadership & StaffingRecruit, train, develop, and retain Store Managers, Assistant Managers, and Shift LeadersBuild strong leadership pipelines and succession plans Set performance expectations and conduct evaluations Coach managers on scheduling, labor efficiency, and team engagement Enforce company policies consistently and professionally Address performance issues, disciplinary actions, and terminations as needed Training & DevelopmentEnsure all team members complete required Tim Hortons training modules and certificationsCoach managers on: Operational execution Guest recovery Food safety & sanitation Lead retraining initiatives when standards or service fall below expectations Develop leadership capabilities across all levels Guest Experience & Community PresenceEnsure every location delivers a consistent, friendly, and fast guest experienceHandle escalated guest concerns professionally and promptly Monitor and improve customer feedback, online reviews, and mystery shop results Support local marketing and community engagement initiatives Compliance & Risk ManagementEnsure compliance with: Health department regulations Food safety standards Labor laws and company policies Maintain accurate documentation and audit readiness Ensure safe work environment across all locations Key Performance Indicators (KPIs)Sales growth and same-store performance Labor cost % and food cost % Store cleanliness and audit scores Guest satisfaction and online ratings Manager retention and team engagement Training completion rates Operational consistency across units Qualifications & Experience5+ years of restaurant management experience 2+ years managing multiple restaurant locations (QSR preferred) Strong understanding of P&L, labor management, and food cost controlExperience with Tim Hortons or similar QSR brand preferred Proven ability to lead, coach, and develop management teams Strong organizational, communication, and problem-solving skills Ability to travel between locations as needed Flexible schedule including early mornings, evenings, weekends, and holidays Core CompetenciesMulti-unit operational leadership Financial acumen People development Accountability & execution Brand standards enforcement Decision-making under pressure Guest-first mindset Compensation & BenefitsCompetitive base salary Performance-based bonus tied to: Sales growth Labor & food cost targets Audit scores Guest satisfaction Growth and advancement opportunities within the organization Company InformationJob applicants responding to this posting may be applying to a Tim Hortons restaurant independently owned and operated by a franchisee and, if so, any hiring decisions will be made by the franchisee.