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Shift Supervisor

2 months ago

Cape Town, Western Cape, South Africa Rohloff Group Full time
Main Purpose of the Position

As a Shift Supervisor with the Rohloff Group, you will be responsible for providing effective supervision of team members in respect of policies, procedures, and standards on product, administration, hygiene, maintenance, customer service, labor utilization, and employee relations. You will also relieve the Restaurant Manager (RM) when required to do so.

Key Responsibilities
  1. Assist Management in achieving 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.
  2. Manage shifts in accordance with Company policies and procedures, including directing the activities of employees in maximizing sales, operating efficiency, and profitability.
  3. Allocate responsibilities to each employee on shift and monitor performance accordingly.
  4. Ensure that all employees follow correct maintenance procedures in accordance with the established maintenance roster and advise RGM of any repairs or maintenance required.
  5. Implement controls and procedures to protect the safety and security of employees, customers, property, and company funds.
  6. 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.
  7. Assist the RGM/RM in implementing restaurant training programs for staff to enable them to maximize performance and realize their career potential.
  8. Support and demonstrate all company culture initiatives and principles, acting as a role model and providing leadership as necessary.
Skills and Competencies
  1. Language: Excellent command of the English language.
  2. Strong communication skills.
  3. Numerical: Strong numeracy skills.
  4. Basic understanding of financial information.
  5. Computer literacy: Intermediate MS Office skills (Teams, Excel, Word).
Cognitive Competencies
  1. Guest Orientation: Capacity to focus and achieve standards of service that comply with the highest expectations of clients.
  2. Coaching: Capacity to develop followers by providing them with clear and simple instructions, demonstrations, and explanations and systematically exposing them to planned but increasingly challenging tasks.
  3. Delegate and follow-up: Capacity to delegate specific tasks, not to take control of all tasks, to implement follow-up control actions and/or coaching actions where necessary.
  4. Excellence orientation: Capacity to focus on and achieve standards of service that comply with the highest expectations of clients.
  5. Listening and feedback: To listen and understand what has been heard clearly and objectively, provide positive helpful and productive feedback to the team.
  6. Accountability and dependability: The ability and capacity to take responsibility for own actions, others can rely on you, loyal and steadfast.
  7. People Development: Capacity to appreciate people's development needs.
  8. Planning and organizing: The capacity to arrange the availability and allocation of resources, the utilization of control systems, as well as the delegation and coordination of tasks and duties of individuals and groups.
  9. Delegate and follow-up: The capacity to delegate specific tasks, not to take control of all tasks, to implement follow-up control actions and/or coaching actions where necessary.
  10. People: Demonstrates 'BELIEF IN PEOPLE' by treating each person on their team fairly and with respect.
  11. Recognize Team members frequently using CHAMPS and encourages them to recognize each other.
  12. Coach and support Team Members and train them to do their jobs well.
  13. Demonstrates 'TEAMWORK' by helping Team Members with their work, cross-training them, effectively resolving their concerns.
  14. Help RGM/RM to hire, develop, and promote Team members.
  15. Assist to administer progressive discipline as needed, ensures compliance with all statutory regulations and in-house Company policies and procedures.
  16. Encourage positive team work as per all Brand culture initiatives and principles.
  17. Assist RGM to ensure that all staff receive a comprehensive induction.
  18. Ensure that all restaurant staff is fully trained on all safety aspects.
  19. Ensure that the staff are effectively rostered to position as per the labor schedules.
  20. Assist Management and Restaurant Manager (RM) to ensure that all new staff receive a comprehensive induction and that all staff are correctly trained to perform those tasks assigned to them.
  21. Assist Management and Assistant Restaurant Manager (ARM) to prepare the weekly labor schedule to ensure that all shifts are properly staffed and ensure that labor costs are in line with budget.
  22. Customer: Drives CUSTOMER MANIA by role modeling and teaching Team Members to compliance standards.
  23. Continuously advise and coach Team Members from delivering CUSTOMER MANIA.
  24. Demonstrates leadership by handling customer concerns on the spot using and by helping Team Members resolve customer concerns.
  25. Complete all Compliance evaluations and implement actions to ensure resolution of issues and drive consistent improvement.
  26. Demonstrates a sense of urgency that ensures customer satisfaction.
  27. Achieve required Compliance standards by ensuring that Team members are focused on exceeding customer expectations for CHAMPS (cleanliness, hospitality, accuracy, maintenance, product, and speed of service).
  28. Handle customer complaints effectively with the intention to ensure returned business and further exceeding customer expectations.
  29. Ensures that the correct volume of product is prepared to meet the level of business and that the product projection tools are accurately maintained.
  30. Ensures that the correct level of supplies is ordered, deliveries checked, and that stock levels are monitored on a daily and weekly basis and any discrepancies fully investigated and reported to the RGM/RM.
  31. Ensures that the Store Compliance check-up is completed during each shift, with corrective action taken as necessary.
  32. Handles customer complaints correctly and reports all serious complaints to the Restaurant General Manager.
  33. Profits and Sales: Assist RGM/RM to effectively communicate profitability goals and BSC (balance score card) results to Team Members.
  34. Ensure that the cash handling and restaurant banking procedures are adhered to and cash register and equipment are maintained properly.
  35. Ensure that all restaurant resources such as labor, products, supplies, and equipment are at correct levels to minimize additional costs to meet varying volumes of business.
  36. Maximize restaurant profit performance by monitoring cost of sales, labor costs, controllable expenses to ensure that they are in line with targets set.
  37. Report deviations regarding costs and expenses and devise an action plan to rectify.
  38. Ensure that the correct levels of supplies are ordered, deliveries are checked, and stock levels are monitored.
  39. Ensure that food, labor, and semi-variable standards are adhered to each shift.
  40. Communicate restaurant sales targets to Team Members to achieve sales budgets.
  41. Identify barriers and opportunities to enhance sales and coach and support Team Members to achieve goals set for the shift.
  42. Continuously inform Team Members regarding relevant marketing initiatives and product promotions.
  43. Help RGM/RM to forecast restaurant needs and determines scheduling/labor needs.
  44. Ensure that Team Members suggestive sell and up-sell.
  45. Ensure that Team Members adhere to and execute Local Store Marketing (LSM) initiatives.
Attributes
  1. Strong literacy skills.
  2. High personal standards.
  3. Position requires working over weekends and during festive season.
  4. Strong commercial skills and business acumen.
  5. Strong coaching skills that can achieve results through the team in a collaborative fashion.
  6. Proven analytical ability.
  7. Strong organizational skills.
  8. Team player.
  9. Excellent planning and time management.
  10. Sense of urgency.
  11. Resilience.
  12. Flexibility.
  13. Commitment.
Minimum Requirements
  1. The ideal candidate will have the following background and competencies:
  2. Min Qualification required: Grade 12 or equivalent qualification.
  3. Basic Requirements:
  4. Supervisory level experience - minimum of 2 years; fast food industry will be an advantage.
  5. Must be able to work shifts, public holidays, and weekends due to the nature of the industry.
  6. Reliable, honest, and hardworking and MUST have contactable references.
  7. Valid South African ID.
  8. Clear criminal record.
  9. Must be contactable 24/7 by means of a reliable cell phone.
  10. No criminal record.