General Manager at Shake Shack

General Manager at Shake Shack

The General Manager is a hands-on leader responsible for creating a positive team environment and delivering an exceptional guest experience. This role supports daily operations, team development, and ensures all standards are met across service, food quality, and cleanliness.

The GM works closely with team members and leadership to drive performance, uphold company values, and maintain a welcoming, efficient restaurant environment

United Concessions Group (UCG) is now hiring General Managers to join their Team at Shake Shack located inside of the Cleveland Hopkins Airport

Responsibilities

Team Leadership & Support

• Lead and support all team members across front-of-house and back-of-house roles.
• Provide coaching, feedback, and training to help team members grow and succeed.
• Ensure all shift responsibilities are completed before, during, and after service.

Guest Experience

• Stay attentive to guest needs and ensure a warm, welcoming atmosphere.
• Engage with guests to build relationships and encourage repeat visits.
• Support team members in delivering consistent, high-quality service.

Operations & Standards

• Oversee food and beverage preparation and presentation to meet brand standards.
• Maintain cleanliness, safety, and organization throughout the location.
• Ensure accurate cash handling and financial reporting.

Compliance & Communication

• Follow all company policies and procedures, including food safety and liquor laws.
• Build positive relationships with vendors and suppliers.
• Communicate regularly with leadership through meetings and updates.

Qualifications

• Experience in restaurant or hospitality management preferred.
• Strong leadership and team-building skills.
• Commitment to guest satisfaction and team success.
• Ability to multitask and stay calm in a fast-paced environment.
• Reliable attendance and a positive attitude every shift.
• Food safety certification and high school diploma are a plus.

Key Competencies

• Ability to motivate, coach, and support team members in a fast-paced environment.
• Commitment to creating memorable guest experiences through attentive service and hospitality.
• Strong understanding of restaurant operations, including food safety, cleanliness, and financial procedures.
• Clear and respectful communication with team members, guests, and leadership.
• Ability to stay calm under pressure and resolve issues quickly and effectively.
• Takes ownership of team performance, guest satisfaction, and operational standards.

Job Requirements

• Stands for long periods
• Routinely lifts, carries, and moves materials weighing up to 50 pounds
• Bends, reaches, and moves quickly in tight spaces
• Is legally able to work in the U.S.
• Is able to pass a federal background check
• Executes tasks independently
• Learns and memorizes tasks effectively
• Maintains concentration and focus on tasks
• Performs tasks in small or restrictive spaces
• Works in or around large crowds

Benefits (full time Team Members)

• 401(k) and 401(k) matching
• Health insurance
• Vision insurance
• Dental insurance
• Profit Sharing

Team Member Perks

• Team Member discount
• Holiday pay
• Quarterly bonus
• Opportunities for advancement
• Competitive Pay
• Transportation credits

Referred by one of our team members? Be sure to let your interviewer know and don’t forget to refer your friends too!

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.