General Manager (Cafe & Retail Operations)
The General Manager is responsible for leading the overall guest experience, daily operations, team culture, and financial performance of the café. This role is instrumental in shaping and executing Forno Cultura’s brand vision by ensuring excellence across hospitality, team leadership, operational execution, and business performance.
The General Manager acts as the operational leader of the business, balancing hands-on floor leadership with strategic oversight. Through a strong focus on hospitality, accountability, people development, and operational excellence, the General Manager creates an environment where guests feel at home, teams feel supported, and the business performs at a high level.
Core ResponsibilitiesBrand Experience & Store Standards
The General Manager is responsible for maintaining and elevating Forno Cultura’s distinctive brand experience and ensuring every detail of the guest environment reflects the company’s standards and values.
This includes:
- Upholding exceptional store presentation, cleanliness, and organization standards at all times
- Ensuring merchandising, displays, product presentation, and signage align with the brand aesthetic
- Maintaining pricing accuracy, product availability, and visual consistency throughout the café
- Creating a warm, welcoming atmosphere that reflects Forno Cultura’s hospitality culture
- Leading by example on the floor to ensure service standards are consistently executed
The General Manager understands that the physical environment is an extension of the brand and plays a key role in shaping the guest experience.
Hospitality & Guest Experience
Hospitality is central to the role. The General Manager is responsible for creating and sustaining a service culture where every guest feels welcomed, valued, and cared for.
Responsibilities include:
- Developing and maintaining high hospitality and service standards across all shifts
- Coaching the team to deliver warm, attentive, and personalized guest interactions
- Managing and resolving guest concerns professionally and proactively
- Building relationships with regular guests and fostering community within the café
- Driving consistency in service execution while maintaining an authentic and human approach
The General Manager sets the tone for hospitality and ensures the guest experience consistently reflects the values of Forno Cultura.
Team Leadership & People Development
The General Manager is responsible for building, developing, and leading a high-performing team culture grounded in accountability, communication, and respect.
Key responsibilities include:
- Recruiting, onboarding, training, and developing Front of House team members
- Creating schedules that balance operational needs, labour targets, and team wellbeing
- Providing consistent coaching, feedback, and performance management
- Leading by example with professionalism, urgency, and positivity
- Building strong working relationships across departments and production teams
- Supporting employee engagement, retention, and growth opportunities
- Maintaining clear communication and alignment between ownership, management, and staff
The General Manager is expected to create a positive, organized, and accountable work environment where team members can succeed and grow.
Operations & Business Performance
The General Manager oversees the day-to-day operation of the café and is accountable for maintaining efficient systems, strong execution, and financial performance.
Responsibilities include:
- Managing daily operations to ensure smooth and efficient service execution
- Monitoring labour performance and scheduling to meet budget targets
- Supporting inventory management, ordering, waste control, and cost management initiatives
- Ensuring operational procedures and company standards are consistently followed
- Identifying opportunities to improve workflow, service, and operational efficiency
- Maintaining compliance with health, safety, and sanitation standards
- Collaborating with leadership on sales performance, staffing needs, and operational planning
- Taking ownership of store performance and contributing to overall business growth
The General Manager combines operational leadership with business awareness to ensure the café performs at a high standard both operationally and financially.
Qualifications
- 3+ years of leadership experience in hospitality, café, restaurant, or retail operations
- Strong leadership, communication, and organizational skills
- Proven ability to lead teams in a fast-paced environment
- Strong understanding of hospitality and guest experience standards
- Experience with scheduling, labour management, and daily operations
- Ability to problem solve, prioritize, and lead with composure under pressure
- Passion for food, hospitality, and community-driven businesses
- Alignment with Forno Cultura’s values, culture, and commitment to excellence
Pay: $27.00-$30.00 per hour
Benefits:
- Casual dress
- Company events
- Dental care
- Discounted or free food
- Store discount
- Vision care
Experience:
- hospitality leadership : 3 years (preferred)
Licence/Certification:
- Food Handler Certification (required)
- Smart Serve (required)
Work Location: In person
