Shift Manager - ZSA Cafe LLC

SHIFT SUPERVISOR JOB DESCRIPTION & EXPECTATIONS

VERSION 2021

MINIMUM JOB ENTRY REQUIREMENTS

• Minimum of 6 Months of Food Service Experience
• Previous Shift Management experience is preferred
• Must be a minimum of 18 years of age
• Strong Problem Solving / Organizational / Time Management & People Skills
• Thorough Knowledge of Tim Hortons Procedures and Standards, along with current and upcoming products
• Strong Interpersonal Skills (Motivational / Delegation / Conflict Management / Respect for others / listening skills)
• Excellent Communication Skills (Written / Verbal / Composure)
• Ability to follow directions and lead with a positive attitude

RESPONSIBILITIES, ESSENTIAL FUNCTIONS, & TASKS

Customer Service

• Leads by example to demonstrate and reinforce with employees that the customer is top priority and importance of projecting positive customer service behaviors such as immediate acknowledgement, smiling, maintaining eye contact, and sincerely thanking customers for their business.
• Is People First focused in all facets of the store's operations including property following up & rectifying any customer issues on a timely basis.
• Ensures that proper staffing levels are maintained, so that the high Tim Horton's standards, are reached thru the Restaurant Excellence Evaluation (REV) are maintained at all times on all shifts.
• Works with their General Manager and Assistant Manager to educate Bakers and Team Members on how to maintain Operational efficiency, thru the using of Positioning Charts, SOP's and checklists, and the importance of following up with staff to ensure assigned primary and secondary duties are completed.
• Conducts Daily REV Walk Throughs and Hourly store walk throughs in order to gain the guest's perspective of how the store looks.
• Ensures the Restaurant is fully stocked and clean, both interior and exterior before leaving their shift

People

• Leads by example and demonstrates the importance of treating every employee and guest with respect.
• Reacts immediately to issues requiring attention during their shift.
• Provides ongoing, specific direction to employees during their shift.
• Encourages an exciting and fun culture in the restaurant while motivating Team Members to meet their goals.
• Reports to the General Manager on Employee Performance, both Positive and Negative
• Assists in ensuring optimal employee coverage at all times and fills in as required fir various areas during busy periods to maintain optimal customer service levels.
• Attempts to solve crew performance issues in a positive fashion with emphasis on correcting the problem behavior while maintaining staff's self-esteem.
• Is knowledgeable of relevant employment legislation and ensures that all laws are being followed.
• Ensures that a health and safety program is in place in the restaurant. Reports all accidents immediately to the District Manager. Follows all local Health Department protocols, and ensures all notices are corrected immediately. Follows all COVID guidelines and reports to their District Manager immediately if any employees are experiencing any symptoms, and follows instructions accurately.
• Promotes a Harassment Free work environment, ensuring that the company policy is posted and in place. Enforces a zero-tolerance policy on work place harassment and discrimination.
• Supports the Company's Mission Statement to be the Best Tim Horton's in the area for not only the guest, but the staff also.

Operational Analysis

• Ensures that all cash handling procedures are executed daily and that anyone whom counts cash has filled out a Cash Handling Agreement and that document is given to the district manager
• Displays knowledge of and works in compliance with Tim Hortons and ZSA Café operating, food safety, security, health and safety, and employment standards and applicable legislation.
• Ensures that all product is properly labeled, merchandised and stocked
• Completes End of Day at 12pm and never a minute earlier, and never more than a couple of minutes later.
• Maintains operational efficiency through the use of SOPs, Build Charts, Checklists, Position Charts and any other systems put in place.
• Supervises Staff to ensure all Primary and secondary duties are completed.
• Follows correct operating procedures with all equipment and cleans them the way they're meant to be cleaned. Reports any Equipment/Maintenance issues to the General Manager.
• Ensures all Store Policies are followed during the shift (e.g. cash handling policies, meal and break policies, food safety policies, accident/injury/illness policies.)
• Follows Company and Brand guidelines to ensure food is safe to serve at all times
• Completes all required shift documentation (Cash logs, Waste entered into Tapp, Checklists, SOPs)
• Monitors for, responds to and reports to store management about unsafe acts and conditions
• Always holds team accountable for REV Standards

Driving Sales

• Is Knowledgeable in all aspects of the REV. Constantly trains staff on being REV Ready. Keeps restaurant REV Ready
• Ensures that product is properly merchandised and at a sufficient level
• Ensures fast and friendly service
• Educates staff on how to properly suggestive sell

POSTURAL & PHYSICAL DEMAND REQUIREMENTS

• Frequent Reaching above waist, chest and shoulder level, as well as below waist level.
• Frequent to continuous need for manual dexterity of both hands (handling, gripping, fine finger control.)
• Continuous standing on tiled surfaces for all tasks
• Ability to stand for long periods of time without a break
• Frequent hip flexing while walking for all tasks
• Occasional lifting of boxes of supplies and products weight up to 50 LBS vertically from floor to over head
• Frequent exposure to below freezing to high heat temperatures (Walk in Freezer, Ovens, etc)

OTHER

• This position is flexible in that it can be a FULL or a PART TIME Position. Scheduled hours are based on availability and performance.
• Must have excellent communication skills and be available to respond to any issues concerning your restaurant with in 4 Hours of the time the communication was made.
• You are responsible to find coverage if you are not able to make your shift.
• You are responsible to call and inform the manager on duty if you are going to be even a minute late to your shift.
• You must have reliable transportation
• You must be able to pass a ServSafe Exam
• Raises and Promotions are based on performance.
• Must treat all employees Fairly and Respectfully. We do not tolerate favoritism
• We expect you to be loyal and trustworthy by following all company and brand policies
• Keep all Confidential Information you are privy to, absolutely private. This includes Employee personal information, Pay rates, etc.
• Social Media posts about Tim Hortons, ZSA Café or any of its employees are absolutely forbidden.
• Must be REV Ready at all times
• You are responsible to follow up on all tasks assigned to your team

This job description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow any other instructions and to perform any other duties requested by his or her supervisor.

I acknowledge and understand that:

Receipt of this job description does not imply nor create a promise of employment, nor an employment contract of any kind, and that my employment is at-will.

This Job Description provides a general summary of the position, that the contents of this job description are job requirements and, at the time, I know of no limitations that would prevent me from performing these functions with or without accomidation. I further understand that it is my responsibility to inform my Supervisor at any time if I am unable to inform these job functions.

I understand that my employer may at any time change the job duties, tasks, work hours and work requirements of this position. Acceptable job performance includes completion of the job responsibilities as well as compliance with the policies, procedures, rules and regulations of the company.

I have read, understand and agree to this job description

Employee Name: _________________________________

Employee Signature: _______________________________ Date: __________________________

Manager Signature: ________________________________ Date: __________________________

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