Shift Manager

DESCRIPTION

A McDonald's Shift Manager is responsible for providing leadership to crew and other managers during a shift to ensure great QSC to our customers.

Shift Managers plan for each shift, monitor performance during the shift, take action to ensure the team is meeting McDonald's standards, monitor safety, security, and profitability, and communicate with the next Shift Manager to help prepare him/her to run a great shift, too.

Shift Managers are also responsible for meeting targets during their shifts and for helping their assigned Departments meet their goals.


Responsibilities

FOOD SAFETY:

• Complete and verify daily food safety checklist
• Monitor food safety procedures during the shift

INTERNAL COMMUNICATION:

• Read messages from ISP and /or manager's communication log
• Communicate with manager on shift and identify sales trends/problems
• Communicate shift targets and goals to all
• Monitor and communicate progress toward targets throughout the shift
• Communicate results and opportunities to the next manager

INVENTORY MANAGEMENT:

• Maintain stock levels for 24/2
• Receive products by checking order accuracy, quality, and condition
• Track raw and completed waste on each shift

PLANNED & DAILY MAINTENANCE /CLEANLINESS:

• Identify and respond to equipment and physical plant failure/ unplanned activities
• Verify completion/follow-up on cleaning tasks
• Verify completion/follow-up on PM tasks

PEOPLE PRACTICES:

• Check crew appearance
• Coordinate breaks for team
• Enforce all applicable labor and employment laws and McDonald's policies

PRODUCTION:

• Monitor and correct production procedures
• Monitor cabinet levels
• Monitor UHC for correct holding times
• Monitor finished food quality

SERVICE:

• Monitor and correct service procedures
• Seek customer feedback during travel path
• Document customer complaints and action taken in log book
• Follow customer recovery process when necessary

SAFETY AND SECURITY:

• Ensure cash controls are in place for shift (safe contents, skims, deposits, cash +/-)
• Check security equipment for proper operation
• Maintain safety and security during the shift
• Use staggered method of open and close
• Enforce all applicable laws and policies

SHIFT MANAGEMENT:

• Review sales projections • Complete pre-shift checklist
• Complete positioning plan (shift prep tool)
• Manage from the Observation Post
• Identify danger zones and give direction
• Conduct QSC travel path every half hour
• Maintain/adjust positioning according to positioning guide

SCHEDULING (Crew):

• Review crew schedule for proper staffing
• Ensure labor controls are in place each hour and each shift

TRAINING (CREW):

• Complete follow-up SOCs and training
• Review training needs for crew
• Monitor execution of shift training

Performance Targets:

• Sales (actual vs. projected)
• Drive-thru Car Counts
• TPCH Cash (+/-)
• Raw and Completed Waste %
• Assigned SOCs, PM, and Cleanliness Tasks Complete
• KVS, FC, DT Times
• Pre-shift Checklists Complete
• Travel paths Complete

Leadership Behaviors

Completing assigned responsibilities for shifts and systems is critical to being a great manager. But so is using the right leadership behaviors to get results.

McDonald's Managers use specific leadership behaviors to lead their teams, serve their customers, and get great restaurant results.

To the right are the leadership behaviors critical to being a great Shift Manager. These aren't all the things Shift Managers need to do to lead, but are some of the behaviors that are most important at McDonald's.

By demonstrating these behaviors, the Shift Managers will set the right example and improve results.

Behaviors

BUILDS TEAMWORK:

• Participates actively and willingly as a team member; volunteers to help others when it is important to the restaurant's performance
• Addresses conflict in a timely manner; does not avoid dealing with situations that might impact crew or customers during the shift
• Finds ways to work well with others, even when there are differences in approaches or viewpoints
• Discourages "we vs. they" thinking in the restaurant by providing coaching and team encouragement

COMMUNICATES EFFECTIVELY & HONESTLY:

• Uses a positive, high-energy tone when leading others
• Speaks calmly and professionally with customers, employees, and vendors, even in situations where there is disagreement or conflict
• Communicates "with" others, not down to them; shows empathy and understanding
• Listens carefully to others' opinions and ideas during discussions; asks questions to help clarify others' point of view
• Keeps the personal or private issues of others confidential
• Accepts personal feedback professionally and non-defensively
• Keeps the team updated on targets and results

DEVELOPS CREW & MANAGERS:

• Works to make sure training and development happen during the shift, even when things get hectic
• Proactively coaches crew and other managers when they want to or need to learn something new
• Acknowledges others' efforts and accomplishments on a daily basis
• Delegates daily tasks and demonstrates trust in others' ability to perform them

INFLUENCES BY EXAMPLE:

• Influences by being credible; shows consistency in words and actions by following through on what he/she says
• Keeps performance consistent, even when the restaurant environment is challenging
• Influences others to do things the right way by personally standing behind them; not by "blaming" other people or reasons for why things need to be done
• Communicates expectations to others by explaining the "why" of them (not just the "what")

ORGANIZES THE WORK:

• Prepares and organizes for work (e.g., completes shift prep and pre-shift checklist)
• Uses work routines consistently to keep self and others on track (e.g., travel paths, following up)
• Proactively addresses barriers during the shift (e.g., staff conflict, dissatisfied customers, equipment issues) to minimize disruptions
• Sets and reinforces minimum standards of performance for self and others
• Creates a sense of urgency for achieving goals
• Conveys clear expectations for assignments and follows-up to make sure there is understanding
• Asks questions of his/her boss to clarify priorities when there are competing demands

PLANS BEYOND THE SHIFT:

• Shows an ability to think "beyond the shift" by reviewing past shift information to plan for the current shift (e.g., manager's logs)
• Records important information about the shift to help with planning for the next or future shifts (e.g., record the impact of promotions or community events in the manager's log)

PUTS THE CUSTOMER FIRST:

• Responds to all customers respectfully and professionally
• Makes self visible and accessible to customers when on the floor by addressing them, responding to them promptly, resolving problems
• Is observant of customers in the restaurant so that he/she can improve a customer's level of service or prevent a customer from being dissatisfied
• Takes actions that clearly show a commitment to total customer satisfaction (e.g. holding doors, helping with high chairs, complimenting customers, refilling drinks)
• Coaches others to provide high levels of customer service
• Follows up with customers to ensure problems are solved

SUPPORTS CHANGE:

• Shows a positive attitude about change when being asked to do something new or when explaining new things to others Quickly picks up on and adapts to different or new ways of doing things
• Explains to others why changes are important

REQUIREMENTS

• Proof of your valid ServSafe Certification
• Proof of McDonald's Leadership Transition Certification
• Open availability

McDonald's® and its independent franchisees believe a job is about seizing an opportunity to learn, grow and succeed. That's why a job at your local McDonald's not only works around your schedule, but may also help you every day by offering world-class training, high school completion courses, college tuition assistance, and more. These opportunities are available at participating restaurants and will help you grow into a leader! Behind our Golden Arches is a global community of crew, farmers, suppliers, franchisees, and countless others who make up who we are as a brand. It's the entire McFamily that makes McDonald's what it is today and what it's been for over 65 years. Across our business, we strive to lift up the communities we're in. We do it through our purpose, to feed and foster communities. We do it through our growth pillars, which focus on integral areas of our business. We do it through our leadership, with a team that will move our brand forward. Our Mission and Values Our mission is to make delicious feel-good moments easy for everyone. The backbone of our Brand is, and always has been, a commitment to a set of core values that define who we are and how we run our business and restaurants. Our Growth Pillars As the consumer landscape shifts, we are using our competitive advantages to further strengthen our brand. Our growth pillars build on our strong foundations to ensure we can meet the moment today and have long-term success. Our Leadership What matters to our customers, matters to McDonald's, so our vision for the future centers around five core values: Community, Inclusion, Family, Service and Integrity. Living these values is the foundation of McDonald's next great chapter. We're committed to improving the lives of our people, our industry and the planet by putting our customers and employees first, sourcing quality food, reducing waste impact, and expanding job opportunities around the globe. As one of the world's largest restaurant companies, McDonald's has the responsibility to take on some of the most pressing challenges of our time, and we embrace this opportunity to lead by example and effect meaningful change. Our History What began as a small drive-in restaurant in San Bernardino, California and has grown into an American icon that proudly serves 63 million customers every day around the globe. While much has changed over the last six decades, Ray Kroc's original commitment to Quality, Service, Cleanliness and Value has endured and made McDonald's a trusted favorite for over 65 years.