Summary:

Wendy’s Shift Managers are responsible for assisting in the execution of daily operations activities. Essential Duties & Responsibilities are provided below however, with each certification, the Shift Manager is qualified & expected to provide additional leadership in one or more additional areas (Open/Close, Kitchen and/or Guest Service) of which an overview is provided below. Shift Managers may also be responsible for overall restaurant effectiveness and assign other managerial responsibilities.

Supervisory Responsibilities:

• Oversees the daily workflow & operations of the restaurant.
• Provide continuous leadership and coaching to all team members, routinely shaping positive & constructive feedback to ensure the team is set up for success.
• Support discipline and termination of team members in accordance with company policy and General Manager oversight.

Essential Duties & Responsibilities:

• Train, monitor and reinforce operational procedures to crew members.
• Act as Cash Manager as needed, including setting up cash register(s) at open and verifying cash at close.
• Perform walk-thru to ensure restaurant is ready to open/close and/or rush-ready.
• Work with restaurant management team to train, develop and communicate with crew members and Team Trainers through crew core, manager meetings, etc. Supervise crew members and Team Trainers in a way that maximizes retention.
• Supervisor, coordinate and delegate the execution of operations tasks and ensure compliance with all Company policies and procedures to “Delight Every Customer, follow the Wendy’s and Toot’n Totum Way.
• Work with restaurant management team to ensure quality, production and service standards are met and to create a safe, efficient and professional environment for Guests and team members.
• Help execute appropriate shift-specific procedures according to DOP. Assist the restaurant management team in maintaining the proper coverage via crew member schedules to ensure that the restaurant attains/exceeds all Guest service standards.
• Follow up and ensure resolution of VOC issues as needed.
• Ensure food safety compliance is upheld at all times.
• Support and facilitate organizational changes, continuous improvement and communication.
• Embody personal leadership qualities through the following: Be in the moment to ensure authentic and humanistic interactions. Continuously volunteer discretionary effort and model desired behaviors to drive business results while also leveraging and respecting separate realities. Be curious in interactions, have courageous conversations with others when needed, and take personal accountability for all responsibilities.
• Demonstrate and embody the following Company values throughout the course of employment: 1) Guest Ready, 2) Honor & Value, 3) Quick, Clean & Convenient, 4) Ownership, 5) Team-Focused.
• Possess a service mindset; strive to achieve experiences worth repeating.
• Participate in and follow all Toot’n Totum policies, guidelines and procedures (Safety, Anti-Harassment, Ethics, etc.).
• Perform other duties as assigned.

Shift Manager Areas Overview:

Open/Close Shift Manager

The Open/Close Shift Manager is responsible to supervise, coordinate and delegate opening and closing responsibilities and procedures. The team will count on you to ensure compliance in the areas of timely open and closes, cleanliness, food safety, as well as line prep set-up. Serve as a leader in creating a productive, clean, safety conscious and friendly work environment. Mentor and develop crew members and Team Trainers, partner with restaurant management to identify specific opportunities for optimizing efficiencies and maximizing the profitability of the restaurant.

Kitchen Shift Manager

The Kitchen Shift Manager is responsible to ensure we uphold our commitment to Quality. You directly impact the ability of the restaurant to “Delight Every Customer” by ensuring compliance in the areas of service, production, quality and food safety. You are instrumental in the restaurant’s ability to deliver our core menu of high quality items, along with our limited time offer (LTO) menu options. Mentor and train team members while continuing your personal path of personal and professional development.              

Customer Service Shift Manager

The Customer Service Shift Manager is responsible to create a service culture designed to “Delight Every Customer.” Inspire the entire restaurant team to drive a customer-centered service culture to build customer loyalty. Lead the planning process for daily operations, to guarantee every shift is set up to deliver the best customer service. Be the expert on executing great huddles in our restaurants, which is the Wendy’s Way of regularly communicating with our restaurant teams on what’s most important to our customers and how we can exceed their expectations. Partner with other restaurant management to identify specific opportunities for optimizing efficiencies and maximizing the profitability of the restaurant.

Required Skills & Abilities:

·        Ability to multi-task while maintaining composure and giving sound advice and direction. Must be able to take direction, give direction, work well in a team environment and have strong customer service orientation focus.

·        Must exhibit professionalism, composure and discretion when expediting or resolving all customer related concerns and issues.

• Ability to work, concentrate and perform duties accurately in a face-paced environment.
• Must be available to report for work promptly and regularly, as well as work all day parts and days of the week.
• May be required to transfer from one location to another and must have the ability to travel to other restaurants, office, etc. as business needs dictate.

·        Effective critical thinking and creative problem-solving skills.

·        Excellent written and verbal communication skills.

·        Excellent conflict resolution skills; strong self-concept and ability to make decisions.

·        Good judgment as well as the ability to accept personal accountability for areas of responsibility.

• Act with integrity and professionalism.
• Must be 18 years of age

Education & Experience:

·        High School diploma or equivalent;

·        1 or more years of restaurant experience desired; 6 months or more of restaurant, retail, customer service-focused or equivalent experience required;  

• Must have or be able to obtain and maintain ServSafe certification by end of training

Physical Requirements:

·        Ability to stand, walk, sit, talk/hear, push/pull, climb, bend/stoop, crouch/kneel/crawl, taste/smell, balance, twist/reach, carry, grasp with hands, squat, drive and use keyboard. 

·        Lifting Requirements: Lift/pull up to 50lbs.  

·        Hearing Requirements: Ability to hear alarms, communication equipment and verbal instructions in a busy store environment.  

·        Cognitive Requirements: Basic reading, writing and math skills. Basic speech skills; must be able to speak, read, write & understand the English language, clerical tasks, memorization, analytical skills, function under stress & make independent decisions. 

·        Vision Requirements: General vision requirements in addition to close vision (20 feet) and color vision.

·        Noise Levels: Normal (<85dB) noise levels.   

·        Repetitive Motion(s): Regularly & repetitively use both feet and both hands.

·        Environmental Factors: General working conditions include slippery floors, hot grease, working with mechanical parts, toxic/caustic chemicals, concentrated soaps & cleaning solutions, outdoor weather conditions, extreme heat/cold, CO2 Cylinders, electrical equipment and flashing/strobing lighting.