General Manager – Airport Restaurant Operations at United Concessions Group

Position Summary

The General Manager is responsible for the overall operation, financial performance, and guest experience of a restaurant located within an airport environment. This role leads all restaurant team members, ensuring operational excellence, compliance with airport and regulatory requirements, outstanding customer service, and achievement of sales and profitability goals. The General Manager works in a fast-paced, high-volume setting and must effectively manage diverse teams, multiple stakeholders, and fluctuating passenger traffic.  We have multiple different concepts inside the Cleveland airport; Chick-Fil-A, Shake Shack, Potbelly Sandwich Shop, Bar Symon, 800 Degree Pizza, Cantina Mexican restaurant, Petit Gourmet, and we continue to grow and expand.

Key Responsibilities

Operations Management

• Direct and oversee all daily restaurant operations.
• Ensure consistent execution of brand standards, food quality, and service excellence.
• Maintain compliance with airport authority regulations, TSA requirements, health department standards, and company policies.
• Monitor dining room, kitchen, and service areas to ensure efficiency and cleanliness.
• Manage inventory, ordering, receiving, and cost controls.

Financial Management

• Achieve sales, profitability, and labor cost targets.
• Prepare and manage operating budgets.
• Analyze financial reports, P&L statements, labor metrics, and food cost performance.
• Implement strategies to maximize revenue and improve operational efficiencies.
• Control expenses while maintaining high guest service standards.

Leadership & Team Development

• Recruit, hire, train, and develop management and team members.
• Create a positive and inclusive work environment.
• Conduct performance evaluations and provide coaching and corrective action when necessary.
• Develop succession plans and identify future leaders within the organization.
• Ensure proper staffing levels to meet fluctuating passenger volumes and flight schedules.

Guest Experience

• Deliver exceptional customer service and resolve guest concerns promptly.
• Monitor guest feedback and implement improvements.
• Foster a culture focused on hospitality and customer satisfaction.
• Ensure quick service delivery to accommodate traveler schedules.

Safety & Compliance

• Ensure adherence to food safety, sanitation, and workplace safety standards.
• Maintain compliance with local, state, and federal regulations.
• Manage emergency situations, operational disruptions, and airport-related challenges.
• Ensure all team members maintain required security clearances, badges, and certifications.

Relationship Management

• Build effective relationships with airport authorities, concession partners, vendors, and corporate leadership.
• Participate in airport meetings and operational reviews.
• Coordinate activities with airport operations to ensure seamless business continuity.

Qualifications

Education

• Bachelor's degree in Hospitality Management, Business Administration, or related field preferred.
• Equivalent combination of education and restaurant management experience will be considered.

Experience

• 5+ years of restaurant management experience.
• 3+ years of high-volume, or airport/hospitality management preferred.
• Proven track record of achieving financial and operational objectives.
• Experience managing teams of 20+ employees in a fast-paced environment preferred.

Skills & Competencies

• Strong leadership and team-building abilities.
• Excellent communication and interpersonal skills.
• Financial acumen and P&L management experience.
• Ability to make decisions in a fast-paced environment.
• Strong organizational and problem-solving skills.
• Proficiency in POS systems, inventory management software, and Microsoft Office.
• Ability to work flexible schedules, including weekends, holidays, early mornings, and late evenings.

Physical Requirements

• Ability to stand and walk for extended periods.
• Ability to lift up to 50 pounds occasionally.
• Ability to work in a high-volume, fast-paced environment.

Key Performance Indicators (KPIs)

• Sales growth
• EBITDA/profitability performance
• Labor cost management
• Food and beverage cost control
• Guest satisfaction scores
• Team member retention and engagement
• Health and safety compliance
• Mystery shop and operational audit results

Compensation & Benefits

• Competitive salary and quarterly bonus opportunity
• Health, dental, and vision insurance
• Paid time off and holidays
• Retirement savings plan
• Professional development and career advancement opportunities

Reports To: Director of Operations / Regional Operations Manager

Direct Reports: Hourly Managers, Trainers, and Hourly Team Members

This role is ideal for a hospitality leader who thrives in a fast-paced, dynamic airport environment and is passionate about delivering exceptional guest experiences while driving operational and financial success.

AAP/EEO Statement

The job description is not designed to cover or contain a comprehensive list of activities, duties, or responsibilities that are required of the employee. They may change, or new ones may be assigned at any time with or without notice.

UCG is an equal opportunity employer. All decisions concerning the employment relationship will be made without regard to race, color, national origin, religion, sex, sexual orientation, gender identity or expression, veteran status, age, disability, genetic information, or and other status or characteristic protected by federal, state, or local law. UCG will provide reasonable accommodations during the application and interview process upon request as required to comply with applicable laws.

In the heart of Cleveland, CLE Airport has long welcomed travelers to the city. Since 1982, UCG has proudly managed popular spots like Chick-fil-A, Bar Symon, and Potbelly—ensuring every guest travels well, eats well, and is well while at CLE. Founded in 1979 by Joe and Hayat Rababy, and currently operated by her children and grandchildren, United Concessions Group (UCG) is a 100% family-owned and operated business dedicated to providing exceptional service and innovative culinary experiences to our guests. Inspired by our mission to be a positive, successful, people-centric concessionaire fully devoted to every opportunity we are fortunate to be a part of, UCG embodies a culture of hustle, continuous improvement, and unwavering dedication to our customers and partners.

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