shift manager

Shift Manager

20800 State Route 3, Watertown, NY

Title: Shift Manager (SM)

Purpose of the Position:

The person holding this supervisory position is considered a full time team member and is responsible and accountable for: the daily operation of the restaurant, assisting the RGM with hiring and training team members, directing the activities of team members, and rewarding or disciplining team members in consultation with the RGM; and, performing these functions in ways that assure compliance with all Company policies and procedures, customer satisfaction, a high level of team member morale and the attainment of sales and profit objectives. The Shift Manager reports directly to the RGM, and holds the second highest position in the restaurant if there is not an Assistant Manager. In restaurants with an Assistant Manager, the Shift Manager is the next highest position.

Essential Functions:

The following accountabilities are essential to this position and a high degree of performance must be achieved in each in order for the incumbent to be successful. These accountabilities are organized according to our six Key Result Areas.

I. Profitability

A. Planning

• Executes the RGM's plans and overall Daland Corporation plans to achieve consistent sales growth and profit growth.
• Achieves planned/budgeted profits, as communicated by the RGM. This involves:
• Using established control systems and procedures to measure actual results and to identify deviations from planned results.
• Assisting the RGM, as requested, in developing and implementing corrective action plans to assure actual results conform to plan.

B. Policies

Complies with all Company policies and procedures, including but not limited to, those relating to inventory, cash, payroll, food handling, interactions with guests, team members, and vendors, and legal compliance.

C. Manages and Controls Cash

In conjunction with the RGM and other managers, ensures that all cash and checks, minus the change fund is correctly deposited, credit card transactions are correctly settled, and cash over or short is minimized.

D. Controls cash drawers and team member "banks", following all established manual and computer procedures.

E. Assists the RGM in Managing and Controlling Cost of Sales

The actual cost per the P&L must be equal to or between Ideal Cost and Allowable Cost as calculated in the Product Cost Analysis report and Bonus Calculation Sheet. This includes these processes:

• Utilizes manuals and/or automated procedures approved by the Company, orders all approved products used in the restaurant.
• Properly accepts deliveries and properly stores inventory items used in the restaurant.
• Accurately accounts for all product coming into the restaurant, used to prepare products, or transferred out of the restaurant.
• Assures the proper execution of all recipes and specifications for preparing ingredients and assembling products.
• Manages waste which involves maintaining a FIFO (First In, First Out) system and marking all products with a Made - Ready - Discard label.
• Assures the correct order entry procedures are followed by all order takers.
• Assures compliance with team member consumption policies.
• Performs a Daily Product Usage Analysis on critical inventory items to assure usage meets guidelines.
• Communicates goals to team members and follows up with team members to ensure goals are being met.

F. Assists the RGM in Managing and Controlling Cost of Labor

Ensures that "Flow-thru" targets/goals are achieved; actual hours used do not exceed the established labor model/matrix; and, team member productivity is maximized. This includes these processes:

• Ensuring the accuracy and completeness of team member timekeeping records, including tips and team member meals.
• Minimizing edits to clock-in/clock-out transactions by assuring team members properly clock in at the beginning of their shift and clock out at the end of their shift.
• Assuring team members do not clock in earlier than five (5) minutes prior to their scheduled shift.
• Assuring the man-hours used for opening and closing the restaurant do not exceed established targets.
• Analyzing actual labor hours used versus earned allowable labor hours and calculating the variance; and, using this information to appropriately manage labor each shift.
• Communicating and cooperating with the Home Office Payroll Department to assure accuracy in payroll, including information about new hires, raises, promotions, and terminations.
• Making appropriate recommendations to the RGM regarding wages within Company guidelines.
• Eliminating overtime hours for team members who are paid on an hourly basis.
• Eliminating supplemental tip credit pay.
• Improving team member productivity using the measurements and tools available through the Company, as well as the following:
• Assuring the Back of the House (BOH) is "optimized":
• Organized... a place for everything, and everything in its place
• Lineal Flow... eliminate or minimize back tracking
• Have all items located closest to the next step in the product assembly process
• Minimize the number of steps taken and the reach needed for all items
• Assuring that team members are thoroughly trained.
• Ensuring that "prep levels' are adequate for the forecasted volume of business for the day, including: products thawing/tempering; raw product prep; preassembled pizza and other products; and so on.
• Ensuring that food preparation areas, make table, cut table, and service areas are stocked appropriately before each shift and maintained during peak volume periods.
• Ensuring products are prepared quickly in accordance with time standards.
• Ensuring that tables vacated by customers are cleared, cleaned, sanitized and reset quickly.
• Reduces turnover by managing all aspects of the restaurant professionally and in accordance with Company standards.
• If the RGM has delegated scheduling to the Shift Manager, the Shift Manager uses established procedures to produce a sales forecast to be used in the scheduling process.

G. Managing Other Operating Expenses and Semi-Variable Expenses to Budget or less.

II. Customer Satisfaction

A. Maintains positive customer relations, which includes:

• Assuring personal behaviors and team member behaviors toward all customers are courteous, attentive, respectful, and enthusiastic.
• Assuring a comfortable environment for customers.
• Executing "Floor Management" by directing activities and greeting and interacting with customers on each shift worked.
• Immediately resolving customer complaints by apologizing first and then assuring the satisfaction of the customer. Complaints may be received in person, by phone, or in writing. Consult with the RGM if the customer is not satisfied with your suggested resolution.
• Immediately contacting the RGM (or DM if the RGM is not available immediately) regarding any incidents in which customers are injured or in which customers claim some harm done to them.

B. Ensures customers receive prompt, quality service. This includes:

1. If the RGM has delegated scheduling to the Shift Manager, scheduling the correct number of team members for forecast sales volume; and deploying those Team members in the correct job roles.
2. Following established service guidelines and procedures to assure all Hospitality Standards are achieved.
3. Directing team member activities to assure speed of service standards are met or exceeded, including product preparation times and delivery times.
4. Personally serving customers as required to meet the demand of the volume of business.
5. Ensuring customers are greeted properly and seated as quickly as appropriate.
6. Recognizing and dealing effectively with the special needs of customers.
7. Ensuring that customer orders are taken promptly, prepared accurately, and served quickly.
8. Ensuring customer follow-up, which means servers check back with customers frequently to see if there is anything else needed.
9. Ensuring immediate attention is given to customers ready to pay, either by prompting servers to complete the table cashout procedure or by performing the transaction of cashing out customer as needed.
10. Ensuring the phone is answered promptly and courteously, following the Telephone Service Essentials.
11. Responding to customers at pickup counter and drive-thru window; finding order; collecting money for the order; verifying order to customer; and, thanking customers.
12. Dispatching orders for delivery customers as required to meet the demands of the volume of business, grouping orders by geographical destination and instructing drivers as they arrive and depart which orders to take with