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Shift Supervisor, Quick Service Restaurant
4 weeks ago
Overview Main Purpose Of The Position: Provide effective supervision of team members in respect of policies, procedures and standards on product, administration, hygiene, maintenance, customer service, labour utilization and employee relations and relieve the Restaurant Manager (RM) when required to do so. Key Responsibilities Assist Management in the achievement of CHAMPS (Cleanliness, Hospitality, Accuracy, Maintenance, Product and Speed of Service) standards within the restaurant by ensuring that all employees are focused on exceeding customer expectations. Manage shifts in accordance with Company policies and procedures including directing the activities of employees in maximising sales, operating efficiency and profitability. Allocate responsibilities to each employee on shift and monitor performance accordingly. Ensure that all employees follow correct maintenance procedures in accordance with the established maintenance roster and advise RGM of any repairs or maintenance required. Ensure that controls and procedures are implemented to protect the safety and security of employees, customers, property, and company funds are maintained by all employees on all shifts under supervision. Report to the RGM/RM any aspects of employee relations, customer service, health inspection issues that are likely to affect the operation of the restaurant. Assist the RGM/RM to implement restaurant training programmes for staff to enable them to maximise performance and realise their career potential. Support and demonstrate all company culture initiatives & principles acting as a role model and providing leadership as necessary. Drive culture in the restaurant by fostering and building engagement by adopting all Culture initiatives Skills & Competencies Language skills Excellent command of the English language Strong communication skills Numerical skills Strong numeracy skills Basic understanding of financial information Computer literacy skills Intermediate MS Office skills (Teams, Excel, Word) Cognitive competencies Guest Orientation Coaching Delegate and follow-up Excellence orientation Listening and feedback Accountability and dependability People Development Planning and organising People competencies Treat team members fairly and with respect. Recognize and encourage team members using CHAMPS. Coach and support team members in their roles. Use team feedback to improve performance. Demonstrate teamwork by assisting and cross-training team members. Help hire, develop, and promote team members. Administer discipline and ensure compliance with regulations and policies. Foster positive teamwork and brand culture. Ensure comprehensive induction and safety training for all staff. Roster staff effectively according to labor schedules. Assist in preparing weekly labor schedules to meet budget. Customer competencies Model and teach compliance standards to drive CUSTOMER MANIA. Continuously coach team members on delivering CUSTOMER MANIA. Handle customer concerns promptly and help resolve issues. Complete compliance evaluations and implement improvements. Ensure customer satisfaction with a sense of urgency. Achieve compliance standards by exceeding CHAMPS expectations. Handle customer complaints effectively to ensure repeat business. Maintain accurate product levels and projection tools. Order supplies, check deliveries, and monitor stock levels. Complete store compliance checks each shift and take corrective action. Report serious customer complaints to the Restaurant General Manager. Profits & Sales competencies Communicate profitability goals and BSC results to team members. Adhere to cash handling and banking procedures. Maintain appropriate levels of labor, products, supplies, and equipment. Monitor and control costs to maximize profit performance. Report and rectify cost deviations. Order supplies, check deliveries, and monitor stock levels. Adhere to food, labor, and semi-variable standards each shift. Communicate sales targets and support team members to achieve them. Inform team members about marketing initiatives and promotions. Forecast restaurant needs and determine scheduling/labor needs. Encourage suggestive selling and upselling. Execute Local Store Marketing initiatives. Attributes Strong literacy skills Strong organisational skills Team player Excellent planning and time management Sense of urgency Resilience, flexibility & commitment Basic Requirements Grade 12 or equivalent qualification Minimum 2 years as a Team member Shift Supervisor Certified Clear Disciplinary record Own reliable transport Must be contactable 24/7 by means of a reliable cell phone Must be able to work shifts, public holidays and weekends due to the nature of the industry Important Notes This job profile is subject to change and/or be altered to be in line with the requirements of the position that may vary from time to time and the employee will be duly informed of such amendments and/or changes and/or alterations made. The employee may be required to perform duties from time to time that is not specified in the job profile, depending of the nature of work and requirements by the company. The job profile is linked to individual performance reviews and/or appraisals, competency assessments and development plans Closing date for applications: 20 October 2024 #J-18808-Ljbffr
