Shift Manager

Position Overview As a Shift Manager you will be responsible for assisting the execution of daily operations activities. The following provides an overview of the basic responsibilities of a Shift Manager; however, with each certification you will be qualified and expected to provide additional leadership in one or more additional areas (Open/Close, Kitchen and/or Customer Service). You may be responsible for overall restaurant effectiveness. As needed, you may be assigned other managerial and supervisory responsibilities, including performing as the Ops. Leader. Key Responsibilities Train, monitor and reinforce food safety procedures to crew members. Act as Cash Manager as needed, including setting up cash registers at open and verifying cash at close. Perform walk‑through to ensure restaurant is ready to open/close and/or rush ready. Work with Restaurant Management team to train, develop and communicate with crew members and Team Trainers through team huddles, manager meetings, etc.; supervise crew members and Team Trainers in a way that maximizes retention. Supervise, coordinate and delegate the execution of operations tasks and ensure compliance with all company policies and procedures to “Delight Every Customer”. Work with Restaurant Management team to ensure quality, production and service standards are met and to create a safe, efficient, and professional environment for our customers and team members. Help execute appropriate shift‑specific procedures according to the DOP; assist the Restaurant Management team in maintaining proper coverage via crew member schedules to ensure that the restaurant attains/exceeds all customer service standards. Follow up and ensure resolution of VOC issues as needed. Supervisory and Decision‑Making Authority Recommend corrective action related to customer issues or poor performance of crew members. Observe crew members and provide coaching and feedback on the proper execution of operational procedures aligned with food safety requirements and customer service expectations. Empowered to address a customer’s concerns without requiring management approval – to include replacement of meals. Monitor projections and adjust prep charts to ensure product quality and service. Review food orders and make changes based on forecasted sales, scheduling, and planning while upholding company standards of food quality. Investigate and resolve complaints concerning food quality. Adjust crew schedule as needed (e.g., calling in or sending home based on labor, performance, and forecast). Conduct quarterly safety and other audits and recommend corrective actions to remedy deficiencies. Analyze customer feedback to ensure daily operations plan and huddles are aligned with the feedback; communicate feedback to the team and make corrections and adjustments throughout the shift to deliver higher quality customer service. Investigate and resolve customer complaints within the restaurant. Monitor service quality and make adjustments to positioning guidelines to resolve guest issues. Qualifications, Knowledge and Essential Functions One or more years of restaurant, retail, customer service focused, or equivalent experience. Must be at least 18 years of age and possess all documents and permits required by state and federal law. Must have or be willing to obtain ServSafe certification. Must be certified in the Open/Close Manager, Kitchen Manager, and Customer Service Manager positions. Ability to multi‑task while maintaining composure and providing sound advice and direction; ability to take direction, give direction, work well in a team environment and have a strong customer orientation focus. Must exhibit professionalism, composure, and discretion when expediting or resolving all customer related concerns and issues. Ability to work, concentrate, and perform duties accurately in a fast‑paced environment that may involve noise and hot/cold temperatures or other elements. Must be able to stand for prolonged periods of time; the position requires the use of a headset. Frequent lifting and carrying (up to 50 pounds), reaching, pushing, pulling, bending, kneeling and stooping is involved. The Company will, upon request, provide reasonable accommodation in accordance with the ADA to the known physical or mental limitations of an otherwise qualified employee or applicant with a disability, unless doing so would cause the Company undue hardship. The above information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. This Position Accountability should not be construed as creating an express or implied contract for any purpose and it should not be relied upon as assuring any employee continued employment contrary to the Company’s “At‑Will” policy. #J-18808-Ljbffr