Shift Manager

Shift Manager666 E. State Highway 54, Black River Falls, WIThe 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.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.ProfitabilityExecutes 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.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.Manages and Controls Cash: In conjunction with the RGM and other managers, ensures that 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.Establishes the correct number of cash drawers. Number of cash drawers in use at one time may vary from one to four depending on size of the restaurant, sales volume, method of delivering services to customer. Amount of cash in each drawer is recorded and kept in the drawer for the duration of the shift, or until "dropped" from the cash drawer to the safe.Establishes cash banks for delivery drivers.As needed, will operate cash drawer following established procedures for cash drawer operation.As necessary, money is removed from cash drawers from time to time and secured in the safe.Throughout the shift, cash drawer transactions, such as paid outs, miscellaneous receipts (paid ins), discounts and promotions are properly accounted for, including all documentation; transactions are properly entered into the computer; and, all documentation is organized and secured for transmitting to the Home Office.Assures cash drawers are counted and balanced at the end of each shift or when there is a change in cashiers.Records tips for servers and drivers on credit card/gift card transactions and correctly settles all credit card/gift card transactions.Inform the RGM anytime cash short exceeds $5 for a day.Reviews reports and otherwise takes actions to ensure that team members properly report actual sales and actual tips, and ensures that team members do not falsify credit card receipts or other Company documents. This requires due diligence on the part of the managers.Customer SatisfactionAssuring 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.Following established service guidelines and procedures to assure all Hospitality Standards are achieved.Directing team member activities to assure speed of service standards are met or exceeded, including product preparation times and delivery times.Personally serving customers as required to meet the demand of the volume of business.Ensuring customers are greeted properly and seated as quickly as appropriate.Recognizing and dealing effectively with the special needs of customers.Ensuring that customer orders are taken promptly, prepared accurately, and served quickly.Ensuring customer follow-up, which means servers check back with customers frequently to see if there is anything else needed.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.Ensuring the phone is answered promptly and courteously, following the Telephone Service Essentials.Responding to customers at pickup counter and drive-thru window; finding order; collecting money for the order; verifying order to customer; and, thanking customers.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 them and where to go.Delivering pizzas as necessary to meet the demands of the business.Ensuring customers are thanked for their business.PeopleBuilding relationships with team members based on mutual trust and respect.Communicating and following the Daland "5 Star" Vision and Core Beliefs.Promoting teamwork.Being familiar with benefits available to team members, and referring appropriate questions to the RGM regarding these benefits.Informing the RGM of all team member grievances.Performing correct and consistent administration of team member disciplinary procedures, and discussing all recommended discipline with the RGM.Assuring compliance with various governmental regulations, such as ensuring that all team members are clocked in while working, complying with overtime laws, child labor laws, alcoholic beverage laws, anti-discrimination and anti-harassment laws, FLSA, EEO, etc.Performing consistent administration of and compliance with Company policies and procedures.Communicating effectively with the crew and management team.Assuring team member understanding of the Daland Corporation organization structure and career opportunities within the Company.MarketingEngaging in positive community/public relations for Pizza Hut.Providing input for promotional ideas.Displaying and maintaining Point of Purchase (P.O.P.) and other elements of national, co-op or local marketing programs;Properly executing authorized marketing programs, including new product tests.Taking initiative to recommend new opportunities for increasing business.FacilitiesConducting routine Preventive Maintenance on the facility and equipment.Taking corrective actions pursuant to the RGM's safety inspections.Advising the RGM regarding non-routine problems and following up to assure such problems are corrected.Maintaining cleanliness and sanitation in all areas of the restaurant.Organizing all work space to ensure ease of operation.Providing a quality work environment that is safe and complies with all OSHA regulations.Cleaning and organizing refrigeration units.Ensuring floors are clean and free from obstruction.Keeping HVAC vents and filters clean.Ensuring trash is disposed of promptly and according to security procedures.Ensuring parking lot and grounds are free of trash and debris and taking action to correct deficiencies.Ensuring all equipment is used according to proper operational procedures.Keeping restrooms cleaned and stocked.Keeping food prep areas cleaned and sanitized according to approved procedures.Ensuring the daily cleaning and maintenance of all equipment.Correcting any unsafe conditions.Following up to ensure all Scheduled Maintenance and Daily CM&A items are completed.AdministrationEffectively manages time, allocating an appropriate amount to each Key Result Area.Manages all paperwork, documentation, written reports, etc. and assures these are always submitted on time and that they are accurate, complete and organized.If requested by the RGM, orders inventory items used in the restaurant. This involves these processes: