Shift Manager

Shift Manager

30 W 150 N., Lagrange, IN

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:
• a. Using established control systems and procedures to measure actual results and to identify deviations from planned results.
• b. 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.

1. 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.
2. Establishes cash banks for delivery drivers.
3. As needed, will operate cash drawer following established procedures for cash drawer operation.
4. As necessary, money is removed from cash drawers from time to time and secured in the safe.
5. 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.
6. Assures cash drawers are counted and balanced at the end of each shift or when there is a change in cashiers.
7. Records tips for servers and drivers on credit card/gift card transactions and correctly settles all credit card/gift card transactions.
8. Inform the RGM anytime cash short exceeds $5 for a day.
9. 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.

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:

• a. Checks in products as received off of delivery vehicles to verify product quality and verifies that amounts charged for on delivery receipt/packing slips are for amount of goods received.
• b. Uses a two-wheeled hand truck to unload and products, assists and oversees other team members in proper storage of products. Weight of items varies from 10 to 50 pounds. Full load on two-wheeled hand truck may exceed 500 pounds. Generally, ensures that more than one person is available to perform this task.
• c."Autoposts" inventory received, or enters on inventory record the amount and cost of each product item received, as noted on delivery receipt/packing slip.

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:

• i. Organized... a place for everything, and everything in its place
• ii. Lineal Flow... eliminate or minimize back tracking
• iii. Have all items located closest to the next step in the product assembly process
• iv. 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.

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.
• a. B.L.A.S.T. is the acronym we use for our complaint resolution process:
• Believe the customer
• Listen to the customer
• Apologize to the customer
• Satisfy the customer
• Thank the customer

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 them and where to go.
13. Delivering pizzas as necessary to meet the demands of the business.
14. Ensuring customers are thanked for their business.

C. Ensures quality