General Manager – Sophie's Cuban Cuisine
Reports to: Director of Operations, Chief Operating Officer
Job Summary
Sophie’s Cuban Cuisine is built on culture and tradition, serving authentic Cuban dishes with a focus on fresh flavors and a warm, inviting atmosphere. For nearly three decades, this family-founded, woman-led restaurant group has been exceeding guest expectations and making everyone feel at home through heartfelt hospitality. We pride ourselves on building an authentic community around great food and genuine service at each of our locations.
As General Manager, you are the leader responsible for delivering smooth daily operations, a positive team culture, and consistently great guest experiences. You set the tone on the floor, lead by example, and balance hands-on execution with strategic decision-making. You will guide and support your team through every shift, resolve issues with confidence, and ensure your store is financially sound, compliant, and aligned with Sophie’s Cuban values. This role requires a commitment to hospitality, operational excellence, and team development.
Benefits
- Employee Meals & Discounts
- One free meal every shift.
- 50% employee discount at all Sophie’s Cuban Cuisine locations.
- Work-Life & Schedule Stability
- Paid training and structured onboarding.
- Career Growth & Development
- Ongoing leadership coaching from the Director of Operations & COO.
- Clear advancement path within a growing multi-unit brand.
- Opportunities to lead new store openings and cross-market initiatives.
- Culture & Community
- Family-owned, people-first culture with nearly 30 years of NYC history.
- A supportive leadership team committed to mentorship and long-term success.
- Regular performance reviews with opportunities for salary growth.
Key Responsibilities
Staff Management & Development
- Recruit, hire, and onboard high-quality team members who reflect Sophie’s culture.
- Create and manage weekly schedules to align with labor budgets and sales forecasts.
- Deliver real-time coaching and conduct structured performance reviews.
- Resolve staff conflicts professionally and quickly with fairness and clarity.
- Promote team morale through recognition, development, and clear communication.
- Ensure all team members are trained on current SOPs, food safety, and new menu items.
Guest Experience & Hospitality
- Lead a guest-first environment, upholding Sophie’s standards of warmth and attentiveness.
- Personally address guest concerns and follow up with service recovery when needed.
- Ensure hospitality extends across all channels – dine-in, takeout, delivery, and catering.
- Train your team on upselling techniques, menu fluency, and guest engagement.
- Monitor guest satisfaction through in-store feedback and online reviews.
Financial Oversight & Profitability
- Own the P&L: manage budgets, track KPIs, and take corrective action as needed.
- Monitor COGS, labor %, and operational expenses to keep the store profitable.
- Oversee inventory, ordering, waste logs, and vendor relationships.
- Maintain accurate cash handling, tip tracking, and daily deposits.
Operational Execution
- Ensure all opening, mid-shift, and closing procedures are followed consistently.
- Maintain high standards of cleanliness, food safety, and DOH compliance.
- Train team members on kitchen equipment use, care, and sanitation procedures.
- Monitor food presentation, order accuracy, and speed of service in real time.
- Ensure digital platforms (Lunchbox, Uber Eats, DoorDash, Toast) are accurate and active.
Leadership & Communication
- Lead from the floor during peak hours—visible, engaged, and accountable.
- Set goals and drive execution through morning huddles, one-on-ones, and daily feedback.
- Support, train, and mentor assistant managers and team leads for growth.
- Communicate clearly across front and back of house, ensuring alignment and flow.
- Make confident decisions using a combination of guest instincts and operational insight.
Brand Representation & Growth
- Represent Sophie’s Cuban in your community through neighborhood awareness and guest rapport.
- Monitor and respond to online reviews professionally and promptly.
- Assist with promotions, activations, and local marketing efforts.
- Stay informed on industry trends and contribute to ongoing brand improvements.
Qualifications & Skills
- 2–4 years of experience as a General Manager or Assistant GM in a high-volume restaurant.
- Exceptional leadership, communication, and hospitality skills.
- Strong understanding of restaurant financials (labor, COGS, sales forecasting, P&L).
- Fluent in English required; Spanish proficiency strongly preferred.
- Tech-savvy with experience using POS systems (Toast preferred), delivery tablets, and scheduling/inventory software.
- ServSafe certified or willing to obtain within 30 days of hire.
- Ability to multitask, prioritize, and lead with calm under pressure.
- Open availability, including weekends and holidays.
- Passionate about Cuban food, people development, and creating standout guest experiences.
Work Environment & Shift Structure
This is a full-time, salaried leadership position. You will spend the majority of your time on the restaurant floor, actively overseeing operations and supporting your team. This is a physically demanding role that requires being on your feet for long periods, managing high-volume services, and stepping in wherever needed—from expo line to the front counter. Shifts include mornings, evenings, weekends, and holidays as required by the business.
As General Manager, you are expected to maintain full ownership of your location’s success, leveraging your leadership, hospitality, and operational skills to drive results and build a culture that reflects Sophie’s Cuban values.
About Sophie’s Cuban Cuisine
At Sophie’s Cuban, we treat our team and guests like family. We are passionate about sharing authentic Cuban flavors and friendly hospitality with every person who walks through our doors (or orders placed digitally). If you’re a motivated, organized individual with a love for great food and team leadership, we invite you to join our vibrant Sophie’s Cuban Cuisine family. In this role, you’ll lead one of New York City's favorite Cuban restaurants—bringing people together over delicious food, genuine service, and a sense of home. Come be a part of a culture that’s all about warmth, tradition, and excellent service – we look forward to welcoming you aboard!
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