Purpose: Provides the leadership for the marketing and operations functions for the Truck
Service Profit Center. This includes the hiring/staffing, training, development, and supervision of
the staff to maximize the Truck Service’s profitability by building and maintaining a strong loyal
customer base within company policies.
Uniform & Appearance: The General Manager should adhere to the following personal
appearance and uniform standards: (The employee Appearance and Uniform Guidelines procedure
provides more detailed guidelines that must be adhered to.)
1. Clean, neat and professional in appearance at all times.
2. Hair neatly groomed. Men may wear beards and mustaches that are clean and well groomed.
3. Professional groomed in the application of perfumes and makeup.
4. Fingernails neatly trimmed and clean.
5. Uniforms clean, complete and without wrinkles, tears, or cuts. Nametags are to be worn at all times.
6. Wear closed toe shoes with non-skid soles; no athletic shoes.
7. Jewelry should not be gaudy and be worn with safety in mind.
Primary Duties: It is expected that the General Manager will work to build and maintain a
strong, dynamic Truck Service team by communicating a clear vision and give direction on
marketing, personnel, financial/P&L, operational, accounting, and site appearance issues.
Assures the profit center meets or exceeds its budgeted and is maintained to company
Position duties fall into the following four major areas. Managers achieve success in the position
by effectively accomplishing the following responsibilities:
1. Promptly implements new company safety programs and ensures all programs are in place. Properly
executes the programs to ensure the safety of customers and employees alike (i.e. Safety Committee
Meetings action plans, new employee/annual safety training, on-line accident reporting, Emergency
Telephone Procedures to report incidents, etc.)
2. Jointly with the Field Manager, actively recruits and selects new employees according to department
staffing requirements that are capable of meeting or exceeding Company performance standards in
accordance to our EEO policy statement. Regularly updates a viable “back-up list" including
manager-in-training (MIT) candidates for management openings. Develops manager-in-training (MIT)
candidates for management positions.
3. Adheres to the labor model to properly staff the Truck Service with well-trained personnel to maintain
the high standard of customer service.
4. Conducts or closely supervises training to all employees in the areas of new employee orientation,
safety, customer service, performance standards, and cross training according to the established
training path. Completes documentation as required and files appropriately.
5. Assumes duties of Assistant General Manager or any hourly associate position as necessary.
6. Ensures compliance with the company wage schedule/review schedule in conducting the hourly
associates appraisals per direction of the Field Manager. Conducts Assistant General Manager
General Manager – Truck Service - September 2007 2
appraisal and hourly associates’ appraisals as well as reviewing appraisal completed by AGM.
7. Regularly gives appropriate employee recognition and makes recommendations for advancement.
8. Practices a continual two-way communication flow of information with Field Manager and Home
Office personnel (i.e. conference calls, group meetings, emails, etc.).
9. Supports the culture of a continual two-way communication flow of information to all employees within
the Truck Service and between profit centers.(i.e. pre-shift meetings, monthly sales meetings…)
10. Constantly demonstrates a professional manner and a high level of character, honesty and integrity in
conducting the business affairs of the Truck Service. Inspires the Assistant General Manager and the
hourly associates to do the same.
11. Develops a trusting atmosphere that is conducive to receiving feedback from the Assistant General
Manager, the staff and customers at all times. Models a professional image in language and
behavior. As necessary, coach, discipline, and/or terminate the staff according to company policy.
12. Reviews all customer/employee complaints and ensures they are handled appropriately and
promptly. Personally contacts customers when appropriate.
13. Ensure all operational procedures are in compliance with federal, state and local regulations.
14. Communicates with the Field Manager weekly with updates on the Truck Service results.
Profit & Loss
1. Leads the location’s Truck Service operations. Accountable for the total financial/P&L results of the
Truck Service to maximize its profitability. Diligently monitors sales, margins and expenses vs.
budgets. Performs various monthly audits to ensure that mandated control and security procedures
are followed and make operational adjustments where needed.
2. Responsible for accurately reporting the profit center sales receipts, payables, payroll and all other
3. Stays alert to competitive practices that could have an impact on business. Keeps the appropriate
people updated. Offers recommendations when appropriate
4. Maintains an ongoing commitment by all employees to company guidelines for proper non-fuel
inventory levels, cash on hand, product pricing, and product mix in daily operations. (i.e. by
performing inventory counts, cash drawer inspections, safe control measures and reconciling all
5. Maintain the established staffing levels according to the labor model. Is accountable for staffing and
6. Maintains trust in the Assistant General Manager and all hourly associates to fulfill a strong
commitment to adhere to company policy to adequately and effectively maintain and safeguard
Company property, equipment, funds and merchandise.
7. Follows company guidelines on vendor relationships.
8. Jointly with the Field Manager, develops and implements “Truck Service level" sales promotions and
assure the success of the promotions.
9. Ensures that the Assistant General Manager completes all training requirements.
10. Takes the leadership role in the commitment to all company marketing and operation programs to
meet budgets and EBITDAR targets within the Truck Service.
11. Other duties as assigned.
1. Daily effectively handles the “Big Operational Rocks" to ensure all operational procedures are
performed properly (i.e. all personal/operational records for completed accurately, all company
nationwide marketing programs are available to meet our customers’ needs, etc.)
2. Consults regularly with Field Manager to develop strong action plans in order to grow sales and
margins, control expenses and inventories. Follows through with providing action plan results.
3. Be the leader in inspiring the Assistant General Manager and the staff to meet the company
performance standards to maximize the potential of the Truck Service (i.e. fast and friendly customer
service, good product knowledge, up-beat atmosphere, professional language, etc.).
4. Regularly recognizes the Assistant General Manager and the staff for meeting or exceeding the
standards. Show true interest by coaching the individuals, as needed, to make the appropriate
adjustments to commit to our company expected standards.
5. Many times daily conduct a visual inspection of the Truck Service to assure that all products and
services are available to the customer.
General Manager – Truck Service - September 2007 3
6. Many times daily conducts a visual inspection of the site to ensure that it offers a pleasant and
welcome appearance to our customers. (i.e. restrooms, showers, signage, lighting, parking lot
condition, air conditioning, heating, snow removal…etc.)
7. Observes closely that all established sanitation practices are in order.
8. Assures the site is inviting for the employees. (i.e. condition of break room furnishings, all equipment
in working order…etc.)
9. Assists Field Manager in developing justifications for capital improvement and initiates capital request
as necessary for sites within assigned area.
1. Jointly selects with Field Manager personal development targets. Takes steps to achieve
personal development targets with a timeline.
Education and/or Experience Requirements:
1. Minimum of a Associate Degree (Bachelor Degree preferred) Retail Management, Business
Administration, Accounting or other related major or equivalent work experience.
2. Minimum of five years supervisory experience in the following areas: convenience Truck Service,
travel center, major retailer, or other related business activity.
3. The ability to lead, motivate, train and develop people to unleash the talent within each employee.
4. Proficient in planning and analytical skills (i.e. understanding the calculations on the P &L, coverage
ratio, budget & expense reports… etc.) to create positive financial results at all times.
5. Exhibit excellent verbal and written communication skills.
6. Ability to effectively communicate with other profit center general managers and field managers.
7. Ability to effectively present business actions plans and operational reports to management.
8. Ability to solve practical problems and deal with a variety of variables in situations where only limited
The physical demands described here are representative of those that must be met by the
General Manager to successfully perform the essential functions of the job. Reasonable
accommodations may be made to enable individuals with disabilities to perform the essential
1. Lift and carry merchandise items weighing up to approximately 50 pounds.
2. Climb a ladder to reach supplies stored in overhead areas as well as to inspect for cleanliness.
3. Stand/walk for up to ten hours.
4. Sit for periods up to four hours.
5. Must possess and maintain a current and valid driver’s license with appropriate insurance coverage.
6. Operate computer efficiently. Requires good vision, hand coordination, fine motor skills and manual
7. Work irregular hours in exterior and interior conditions.