Position Overview:
As a Shift Manager you will be responsible for assisting the execution of daily operations activities. The following provides an overview of the basic responsibilities of a Shift Manager; however, with each certification you will be qualified and expected to provide additional leadership in one or more additional areas (Open/Close, Kitchen and/or Customer Service). You may be responsible for overall restaurant effectiveness. As needed, you may be assigned other managerial and supervisory responsibilities, including performing as the Ops. Leader. See certification position descriptions.
Key Responsibilities:
Train, monitor and reinforce food safety procedures to crew members.
Act as Cash Manager as needed, including setting up cash registers 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 team huddles, manager meetings, etc. Supervise crew members and Team Trainers in a way that maximizes retention.
Supervise, coordinate and delegate the execution of operations tasks and ensure compliance with all company policies and procedures to “Delight Every Customer.”
Work with Restaurant Management team to ensure quality, production and service standards are met and to create a safe, efficient, and professional environment for our customers and team members.
Help execute appropriate shift-specific procedures according to the DOP. Assist the Restaurant Management team in maintaining proper coverage via crew member schedules to ensure that the restaurant attains/exceeds all customer service standards.
Follow up and ensure resolution of VOC issues as needed.
Supervisory and Decision-Making Authority:
Recommends corrective action related to customer issues or poor performance of crew
members.
Observe crew members and provide coaching and feedback on the proper execution of
operational procedures aligned with food safety requirements and customer service
expectations.
Empowered to address a customer’s concerns without requiring management approval – to
include replacement of meals.
Monitor projections and adjust prep charts to ensure product quality and service. Review food
orders and make changes based on forecasted sales, scheduling, and planning while upholding
Company standards of food quality. Investigate and resolve complaints concerning food quality.
Adjust crew schedule as needed (e.g., calling in or sending home based on labor, performance,
and forecast).
Conduct quarterly safety and other audits and recommend corrective actions to remedy
deficiencies.
Analyze customer feedback to ensure daily operations plan and huddles are aligned with the
feedback. Communicate feedback to the team and make corrections and adjustments
throughout the shift to deliver higher quality customer service. Investigate and resolve customer
complaints within the restaurant.
Monitor service quality and make adjustments to positioning guidelines in order to resolve guest
issues.
Qualifications, Knowledge and Essential Functions:
One or more years of restaurant, retail, customer service focused, or equivalent experience.
Candidates must be at least 18 years of age and possess all documents and permits required
by state and federal law.
Must have or be willing to obtain ServSafe certification.
Must be certified in the Open/Close Manager, Kitchen Manager, and Customer Service