Shift Supervisor, Quick Service Restaurant at Rohloff Group

MAIN PURPOSE OF THE POSITION:

• Provide effective supervision of team members in respect of policies, procedures and standards on product, administration, hygiene, maintenance, customer service, labour utilization and employee relations and relieve the Restaurant Manager (RM) when required to do so.

KEY RESPONSIBILITIES:

• Assist Management in the achievement of CHAMPS (Cleanliness, Hospitality, Accuracy, Maintenance, Product and Speed of Service) standards within the restaurant by ensuring that all employees are focused on exceeding customer expectations.
• Manage shifts in accordance with Company policies and procedures including directing the activities of employees in maximising sales, operating efficiency and profitability.
• Allocate responsibilities to each employee on shift and monitor performance accordingly
• Ensure that all employees follow correct maintenance procedures in accordance with the established maintenance roster and advise RGM of any repairs or maintenance required
• Ensure that controls and procedures are implemented to protect the safety and security of employees, customers, property, and company funds are maintained by all employees on all shifts under supervision.
• Report to the RGM/RM any aspects of employee relations, customer service, health inspection issues that are likely to affect the operation of the restaurant.
• Assist the RGM/RM to implement restaurant training programmes for staff to enable them to maximise performance and realise their career potential.
• Support and demonstrate all company culture initiatives & principles acting as a role model and providing leadership as necessary.
• Drive culture in the restaurant by fostering and building engagement by adopting all Culture initiatives

SKILLS & COMPETENCIES:

• Language
• Excellent command of the English language
• Strong communication skills
• Numerical
• Strong numeracy skills
• Basic understanding of financial information
• Computer literacy
• Intermediate MS Office skills (Teams, Excel, Word)

COGNITIVE COMPETENCIES:

Guest Orientation

• Capacity to focus and achieve standards of service, which comply with the highest expectations of clients.

Coaching

• Capacity to develop followers by providing them with clear and simple instructions, demonstrations and explanations and systematically exposing them to planned but increasingly challenging tasks

Delegate and follow-up

• The capacity to delegate specific task, not to take control of all tasks, to implement follow up control actions and/ or coaching actions where necessary

Excellence orientation

• Capacity to focus on and achieve standards of service which comply with the highest expectations of clients

Listening and feedback

• To listen and understand what has been heard clearly and objectively, provide positive helpful and productive feedback to the team

Accountability and dependability

• The ability and capacity to take responsibility for own actions, others can rely on you, loyal and steadfast

People Development

• Capacity to appreciate people’s development needs

Planning and organising

• The capacity to arrange the availability and allocation of resources the utilisation of control systems as well as the delegation and coo-ordination of tasks and duties of individuals and groups.
• To plan, prioritise and systemise the action in line with required resources.
• Delegate and follow-up
• The capacity to delegate specific task, not to take control of all tasks, to implement follow up control actions and/ or coaching actions where necessary

People

• Demonstrates 'BELIEF IN PEOPLE' by treating each person on their team fairly and with respect
• Recognise Team members frequently using CHAMPS and encourages them to recognize each other.
• Coach and support Team Members and train them to do their jobs well.
• Assist RGM/RM to use Team Member feedback, such as Voice of Champions, to improve restaurant performance.
• Demonstrates 'TEAMWORK' by helping Team Members with their work, cross training them, effectively resolving their concerns.
• Help RGM/RM to hire, develop and promote Team members
• Assist to administer progressive discipline as needed, ensures compliance with all statutory regulations and in-house Company policies and procedures.
• Encourage positive team work as per all Brand culture initiatives & principles
• Assist RGM to ensure that all staff receive a comprehensive induction
• Ensure that all restaurant staff is fully trained on all safety aspects
• Ensure that the staff are effectively rostered to position as per the labour schedules
• Assist Management and Restaurant Manager (RM) to ensure that all new staff receive a comprehensive induction and that all staff are correctly trained to perform those tasks assigned to them.
• Assist Management and Assistant Restaurant Manager (ARM) to prepare the weekly labour schedule to ensure that all shifts are properly staffed and ensure that labour costs are in line with budget.

Customer

• Drives CUSTOMER MANIA by role modelling and teaching Team Members to compliance standards.
• Continuously advise and coach Team Members from delivering CUSTOMER MANIA
• Demonstrates leadership by handling customer concerns on the spot using and by helping Team Members resolve customer concerns.
• Complete all Compliance evaluations and implement actions to ensure resolution of issues and drive consistent improvement.
• Demonstrates a sense of urgency that ensures customer satisfaction
• Achieve required Compliance standards by ensuring that Team members are focused on exceeding customer expectations for CHAMPS (cleanliness, hospitality, accuracy, maintenance, product and speed of service)
• Handle customer complaints effectively with the intention to ensure returned business and further exceeding customer expectations
• Ensures that the correct volume of product is prepared to meet the level of business and that the the product projection tools are accurately maintained
• Ensures that the correct level of supplies is ordered, deliveries checked and that stock levels are monitored on a daily and weekly basis and any discrepancies fully investigated and reported to the RGM/RM
• Ensures that the Store Compliance check-up is completed during each shift, with corrective action taken as necessary.
• Handles customer complaints correctly and reports all serious complaints to the Restaurant General Manager.

Profits & Sales

• Assist RGM/RM to effectively communicate profitability goals and BSC (balance score card) results to Team Members
• Ensure that the cash handling and restaurant banking procedures are adhered to and cash register and equipment are maintained properly.
• Ensure that all restaurant resources such as labour, products, supplies and equipment are at correct levels to minimise additional costs to meet varying volumes of business
• Maximise restaurant profit performance by monitoring cost of sales, labor costs, controllable expenses to ensure that they are in line with targets set
• Report deviations regarding costs and expenses and devise an action plan to rectify
• Ensure that the correct levels of supplies are ordered, deliveries are checked and stock levels are monitored.
• Ensure that food, labour and semi-variable standards are adhered to each shift
• Communicate restaurant sales targets to Team Members to achieve sales budgets
• Identify barriers and opportunities to enhance sales and coach and support Team Members to achieve goals set for the shift
• Continuously inform Team Members regarding relevant marketing initiatives and product promotions.
• Help RGM/RM to forecasts restaurant needs and determines scheduling / labour needs.
• Ensure that Team Members suggestive sell and up sell
• Ensure that Team Members adhere to and execute Local Store Marketing (LSM) initiatives.

ATTRIBUTES:

• Strong literacy skills
• High personal standards
• Position requires working over weekends and during festive season
• Strong commercial skills & business acumen
• Strong coaching skills that can achieve results through the team in a collaborative fashion
• Proven analytical ability
• Strong organisational skills
• Team player
• Excellent planning and time management
• Sense of urgency
• Resilience
• Flexibility
• Commitment

MINIMUM REQUIREMENTS:

• The ideal candidate will have the following background and competencies:

Min Qualification required

• Grade 12 or equivalent qualification

Basic Requirements

• Supervisory level experience - minimum of 2 years; fast food industry will be an advantage
• Must be able to work shifts, public holidays and weekends due to the nature of the industry
• Reliable, honest and hardworking and MUST have contactable references
• Valid South African ID
• Clear criminal record
• Must be contactable 24/7 by means of a reliable cell phone
• No criminal record

IMPORTANT NOTES:

• This job profile is subject to change and/or be altered to be in line with the requirements of the position that may vary from time to time and the employee will be duly informed of such amendments and/or changes and/or alterations made.
• The employee may be required to perform duties from time to time that is not specified in the job profile, depending of the nature of work and requirements by the company.
• The job profile is linked to individual performance reviews and/or appraisals, competency assessments and development plans.