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. When the word policies or the phrase policies and procedures or similar language is used in any of the Company's documents, the term refers to all policy and procedure bulletins, manuals, training materials, memoranda, newsletters, communications on the Document Viewer on the computer, and all other documents and oral discussions with team members' supervisors, which relate to the restaurant. The management team shall be responsible for ensuring that all team members, including the
manager himself/herself, comply with all Company policies and procedures and all Pizza Hut standards at all times and take immediate steps to correct actions not in accordance with such policies, procedures and standards. I. PROFITABILITY A.Planning 1.Executes the RGM's plans and overall Daland Corporation plans to achieve consistent sales growth and profit growth. 2.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 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. Performs Banking Transactions a. Assures that two deposits daily are prepared and deposited in the bank (more than two may be required in higher volume units.) i. The intent of the first deposit is to remove from the unit an amount approximately equal to the total of cash plus checks, minus the amount of the change fund. ii. The first deposit is to be made after 4:00 p.m., when the opening
manager is ready to leave for the day. iii. The final deposit will be all remaining cash plus checks, minus the change fund. iv. The
managers may take such deposits to the bank, using his/her personal vehicle, and depending on the time of day, make the deposit in the bank lobby or in the night depository. v. Assure the Weekly Deposit Log is completed for each deposit made. b. If requested by the RGM, the other
managers shall perform the following tasks. These are the responsibility of the RGM, but may be delegated to other
managers. i. Picks up validated deposit slips at the bank. ii. Verifies bank validated deposit amounts to sales and cash reports as well as the Weekly Deposit Log, and assures all appropriate signatures are on the Weekly Deposit Log . iii. Sends a copy of the Weekly Deposit Log to the Home Office with all other weekly paperwork. D.Controls cash drawers and team member banks , following all established manual and computer procedures. 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. 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: 1.Utilizes manuals and/or automated procedures approved by the Company, orders all approved products used in the restaurant. 2.Properly accepts deliveries and properly stores inventory items used in the restaurant. This involves these processes: a.Checks in products as received off of delivery vehicles to verity 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. 3.Accurately accounts for all product coming into the restaurant, used to prepare products, or transferred out of the restaurant. 4.Assures the proper execution of all recipes and specifications for preparing ingredients and assembling products. 5.Manages waste which involves maintaining a FIFO (First In, First Out) system and marking all products with a Made – Ready – Discard label. 6.Assures the correct order entry procedures are followed by all order takers. 7.Assures compliance with team member consumption policies. 8.Performs a Daily Product Usage Analysis on critical inventory items to assure usage meets guidelines. 9.Communicates goals to team members and follows up with team members to ensure goals are being met. 10.The following tools are used to aid in controlling Cost of Sales: FMS Product Cost Analysis Report FMS Daily Ideal Usage Report FMS Weekly Worksheet Report Bonus Calculation Sheet Profit and Loss Statement The General Ledger Prep Variance Report Daily Prep Variance Report 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:. 1.Ensuring the accuracy and completeness of team member timekeeping records, including tips and team member meals. Updates team member records as needed. Minimizing edits to clock-in/clock-out transactions by assuring team members properly clock in at the beginning of their shift and clock out at the end of their shift. Assuring team members do not clock in earlier than five (5) minutes prior to their scheduled shift. Assuring the man-hours used for opening and closing the restaurant do not exceed established targets. 5.Analyzing actual labor hours used versus earned allowable labor hours and calculating the variance; and, using this information to appropriately manage labor each shift. 6.Communicating and cooperating with the Home Office Payroll Department to assure accuracy in payroll, including information about new hires, raises, promotions, and terminations. 7.Making appropriate recommendations to the RGM regarding wages within Company guidelines. 8.Eliminating overtime hours for team members who are paid on an hourly basis. 9.Eliminating supplemental tip credit pay. 10.Improving team member productivity using the measurements and tools available through the Company, as well as the following: Assuring the Back of the House (BOH) is optimized : 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. Reduces turnover by managing all aspects of the restaurant professionally and in accordance with Company standards. If the RGM has delegated scheduling to the Shift
Manager, the Shift
Manager uses established procedures to produce a sales forecast to be used in the scheduling process. 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 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. B. Ensures customers receive prompt, quality service. This includes: 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. 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. C.Ensures quality ingredients are used to prepare all products. This includes: Maintaining Food Safe Temperatures for all ingredients and products. Ensuring food preparation utensils and food contact surfaces are property cleaned and sanitized. Ensuring that procedures for receiving, handling and storing ingredients are followed. Recognizing and correcting any raw ingredients or product problems. Maintaining inventory levels which assure product freshness and no outages. Eliminating the potential for cross contamination. Ensuring that proper procedures are followed to prepare ingredients (dough, sauces, meats, cheeses, and vegetables). Ensuring salad bar is maintained according to standards of operation (restaurant only). Personally preparing ingredients as necessary. D. Ensures quality products, which includes: Planning dough, ingredient and product preparation to meet sales volumes and personally preparing these items, as necessary, to meet the demand of the business. If deemed appropriate by the RGM, performing a product cookability test to verify proper oven and belt speed. Following proper procedures to process customer orders. Personally preparing and cooking menu items as required to meet the demands of the volume of business. Taking every appropriate action, in consultation with the RGM, including driving to another restaurant to pick up product, to resolve outage or potential outage situations. Maintaining inventory levels which assure product freshness and no outages. Planning dough, ingredient and product preparation to meet sales volumes and personally preparing these items, as necessary, to meet the demand of the business. Assuring all products are prepared according to exact specifications, recipes and procedures. Personally preparing and cooking menu items as required to meet the demands of the volume of business. E.Ensures that all standards for cleanliness and sanitation are met or exceeded, with particular attention to: Restrooms. Table tops; booth backs and seats; and chair seats. Silverware, plateware, and glassware. Dining room floors. Salad bar. F.Implements new or approved changes in policies, procedures and/or operation standards. This involves: Attending training sessions. Reading Rollout Guides or other resources. Assisting the RGM with training restaurant team members of new procedures or changes. Participating in crew training and other actions in the restaurant to assure full and correct implementation. If requested by the RGM, assisting with updating all manuals, resources and job aids as required. III.PEOPLE A.Maintains positive team member relations and a positive and productive workplace, which involves: Building 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. B. Assists the RGM with managing the size and quality of staff. The following are responsibilities of the RGM, but if requested by the RGM, the Shift
Manager may assist with the following: Planning, recruiting, and hiring to assure a full staff at all times and to assure adequate time for processing MVR's (motor vehicle reports), background checks, etc. Only the RGM is authorized to hire new team members; and Shift
Managers are only permitted to interview applicants if authorized by the RGM. Continuously recruiting and taking applications from job candidates. If requested by the RGM, utilizing staffing tools, such as the Pizza Hut Hiring Zone and the team member Assessment; interviewing job candidates; and, checking their references. If requested by the RGM, making recommendations to the RGM regarding the best qualified candidates. Complying with Company employment practices and governmental regulations, including EEO, ADA Title I, etc. C.Assisting the RGM in training newly hired team members and team members preparing for promotions. This involves: Following Company training policies and meeting Pizza Hut Training Standards. Utilizing on-line training, trainer's guides, checklists, job aids, tests and other training resources to assure a thorough job of training. Using the four step training process of: (1) Preparation (2) Show Tell; (3) Guided Practice; and (4) Follow-up to assure the trainee can perform all tasks up to required standards prior to being allowed to perform the tasks solo. D. Manages team member performance and supervises work. This includes: 1.Utilizing Coaching for Results, which includes: a.Activating team member behavior. (1)Providing guidance, direction, and reassurance to all team members. (2)Communicating non-negotiable standards of performance to team members. (3)Conducting team member meetings, group training sessions and Jump Start meetings. (4)Assigning Team members tasks from the Opening, Closing and Maintenance checklist. (5)Communicating job assignments for each shift to team members and assuring each team member works their assignment. (6)Giving instructions to team members that are clear and assure understanding. (7)Assigning team members to breaks. (8)Sending team members home early if not needed due to business conditions. (9)Calling team members in early, or calling extra team members to work to cover unanticipated surges in business volume. (10)Assuring all opening, shift, and closing job duties are completed and performed correctly. b.Evaluating team member behavior. (1)Observing team member performance each shift. (2)Working along side team members and assisting in the performance of their tasks, as needed.= (3)Monitoring team member meals and signing team member meal guest checks. (4)Ensuring adherence to alcoholic beverage laws of the local community (5)Conducting regular, written performance appraisals on all subordinates, using the procedure and forms provided by the Company and within the time specified in compensation plans. c.Responding to team member behavior with consequences. (1)Taking action (corrective or positive reinforcement) to assure team member performance meets or exceeds standards. (2)Providing ongoing counseling that gives praise and recognition to team members for jobs well done; identifies areas of performance needing improvement and methods for improving; and, if required, gives reprimands that are job focused. 2.Handling non-routine occurrences/emergencies and informing the RGM of such occurrences/emergencies. E. Assists RGM with developing promotable team members in his/her restaurant and promotable management for Daland. This includes: Using Company training programs and resources to prepare candidates for promotions and to assure that the management team is 100% certified in management processes, systems, policies, and procedures. Making recommendations to the RGM regarding which team members are eligible for promotion to Shift
Manager/Leader. F. Assists RGM with personnel administration functions, which includes: Assuring team members complete all required personnel documents such as W-4's, I-9's, Team member Acknowledgment, Arbitration Agreement, Delivery Driver Statement, New Driver Checklist, etc.; and, that these required documents are transmitted to the Home Office. Documenting required payroll data for team members, including accurate recording of hours; Managing worker's compensation claims, etc. in accordance with Company policies and procedures. Maintaining personnel files on all team members, which includes filing all personnel documents; recording training dates, vacation dates, evaluation dates, pay increases, and absences; etc. IV. MARKETING A.Implements marketing programs to increase business. This includes: Engaging 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. V. FACILITIES A.Maintains a quality environment for our customers and team members. This includes: Conducting 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. VI. ADMINISTRATION A.Effectively manages time, allocating an appropriate amount to each Key Result Area. B.Manages all paperwork, documentation, written reports, etc. and assures these are always submitted on time and that they are accurate, complete and organized. C.If requested by the RGM, orders inventory items used in the restaurant. This involves these processes: Review of the Inventory on Hand is performed. The Inventory on Hand is compared to the Weekly Ideal Usage, which is obtained from the Product Cost Analysis report, and a determination is made as to the amount of each particular item to order. The order is then recorded on an order sheet, or is entered into the computer for electronic transfer of order information. Amount ordered of each item may be adjusted upward or downward based on projections of upcoming sales trends, coupon impact, weather changes or other extra-restaurant environmental changes. Calls in orders for supplies on the phone, or electronically submits order via computer. D.If requested by the RGM, conducts weekly inventory of all food, paper and beverage products used in the unit. This involves these processes: Physically reviewing and counting the inventory on hand (which involves climbing shelves, bending, kneeling, etc.). Rearranging inventory to assure proper rotation (first in, first out) and to make it easier to count and control. Recording amounts of inventory on hand on the inventory form. E.If requested by the RGM, prepares the weekly labor schedules. This involves these processes: Updating Guest Check Comments file in the restaurant computer to assist in forecasting labor hours. Reviewing Guest Check Comments file and upcoming promotions that may affect sales during the upcoming week. Forecasting anticipated sales volume by shift, by day and by week. The forecast is based on knowledge of any outside events that may influence sales such as coupons, promotions, etc. Particular consideration must be given to how sales are generated--that is, dine-in business contrasted to carry-out business or delivery business. Updating sales forecasts in the FMS (computer system) based on outside events that may influence sales. Reviewing requests for days off that have been turned in by team members and when possible allowing for requested days off. Using experience, past schedules, Black Book information, Guest Check Comments, knowledge of team members' abilities, labor goals, and FMS (computer system) recommended labor schedule to assist in scheduling the proper number of team members each shift to meet sales volume and labor hour guidelines. Obtaining the RGM's approval of the schedule, then posting the final schedule in accordance with Daland Corporation's policies and procedures. F.Performs daily accounting procedures. This includes these processes: At close of business day requests a sales report from the FMS computer to determine total sales entered into the cash drawers throughout the system. Any cash paidouts or miscellaneous deposits from the day are verified with what is in the system. Cash on hand is counted and reconciled against total sales. Total deposit is calculated, and a deposit is prepared. Dough waste and PPP waste is documented and calculated on the form provided and filed for use in forecasting future prep levels. All gift checks are counted and verified against prior counts less current gift check sales on the Gift Check Tracking form. G.If requested by the RGM, performs weekly accounting procedures. This includes these processes: Completing, as required, the Weekly Sales Analysis and analyzing it. Completing the Weekly Inventory. Completing the payroll functions. Analyzing the Daily Business Summary Report to determine performance in key measurement areas. Preparing the weekly packet for the home office, using the checklist provided to assure all required items are included. Calling any needed FRS numbers or statistics to the District
Manager. H.Meets all deadlines and assures that subordinates meet their deadlines. I.Manages all paperwork, documentation, written reports, etc. and assures these are always submitted on time and that they are accurate, complete and organized. J.Maintains and updates required files, manuals, and reports. NON-ESSENTIAL FUNCTIONS: The non-essential functions are routinely performed by the person holding the Shift
Manager's position and they are essential to the effective operation of the restaurant. However, these functions are considered non-essential to the position. The
Manager on Duty is then accountable for assuring the delegated functions are correctly performed. A.Receives and stores inventory items used in the unit. This involves these processes: Checking in products as received off delivery vehicles to verify product quality and that amount charged for on the delivery receipt/packing slip is correct when compared to amount received. Signing the delivery receipt/packing slips for amount of goods received. Using a two-wheeled hand truck, assists and oversees other employees in proper storage of products. Weight of items varies. Generally, more than one person is available to perform this task. Entering on inventory screen of the computer the amount and cost of each product item received as noted on the delivery receipt/packing slip. MINIMUM QUALIFICATIONS/REQUIREMENTS: The following are the qualifications and minimum requirements necessary for a person to perform this job. A.Ability to work a minimum of three (3) days and at least 30 hours per week, but must be available to work more than 30 hours per week if necessary due to business necessity. In addition to having the flexibility to work a variety of shifts, including late nights and weekends. B.Valid driver's license, insurance and automobile. Position involves taking large amounts of cash receipts to the bank at different times of the day including at night. Banks are generally at a distance requiring a person to drive to the bank. Position may also need automobile to pick up product, make pizza deliveries, etc. C.Able and willing to travel. Position requires occasional travel for training, new store openings and meetings, which may be held at a distance from home not feasible to drive daily. Overnight stays at an out-of-town location may be required during the training sessions, new store opening, and meetings for up to one week at a time. D.Telephone (cellular or land line) at residence. There are circumstances that may arise at the restaurant of which the
manager must be informed while off duty. E.Sufficient physical agility to perform the functions of the position. This includes these processes: Sufficient physical strength to lift most items used in the operation of the restaurant. Sufficient communication skills. Position involves communicating with team members, superiors and customers. Ability to move at a fairly quick pace and to remain stationary for periods of six to eight hours at a time. The position requires person to perform all of the above at different times and intervals as needed by the realities of the environment and the position. F.Ability to maintain a state of self-composure under conditions of stress and anxiety. Position routinely involves stress resulting from work overload, role ambiguity, conflicting demands from various customers, and team members. Person in th
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