Shift Manager

The Shift Manager (SM) supports the Restaurant
General Manager (RGM) in managing the operations during assigned shifts,
driving key performance outcomes related to sales, profitability, guest service
and people. The Shift Manager helps the shift run smoothly by taking care of
their restaurant teams and guests and delivering operational excellence.

As a Shift Manager, there are multiple
levels of responsibility and development. Progression through these levels is
based on demonstrated skills, experience, and operational knowledge. All levels
require full certification in the position (completion of
Shift Leader (SL) training path and ServSafe certification).

All
levels of Shift Managers, regardless of their level, are responsible for the
following key duties:

• Maintains inventory by performing Daily and Weekly inventory
  inspections


• Manages cash control per the policy manual and counts cash on hand,
  at shift changes and at closing, to determine shortages or overages and
  prepares bank deposits. Reviews and approves invoices.


• Track and record waste


• Conduct table visits


• Motivates and directs Team Members to exceed Guest expectations with
  accurate, fast, and friendly service in clean surroundings


• Fix bottle necks, call chicken drops, and monitor speed of
  service


• ENSURE product quality and all standards are on the shift


• Coaches, trains, and develop team members around processes and
  procedures at each station including LTOs


• Direct efficient and accurate preparation and sale of products for
  prompt delivery within established speed of service guidelines


• Reviews restaurant results to identify successes and areas for
  improvement


• Ensure that the restaurant upholds operational and brand
  standards

Additional Responsibilities and
Requirements Based on Shift Manager Level

As Shift Managers progress through different levels, they take on
additional responsibilities:

Shift Level 1:

• Availability: At least 3 days per week, with
  a minimum of one full shift (opening, mid, and/or close).


• Responsibilities:




• Runs a minimum of 1 shift on
  their own per week.




• Expected Knowledge:




• Basic understanding of Labor
  Percentage and its impact on operations.

Shift Level 2:

• Availability: At least 4 days per week,
  including 2 full shifts (opening, mid, and/or close). Must be available to
  close 1-2 days per week.


• Responsibilities:

o
Runs shifts independently, including managing team members and ensuring
operations are smooth.

o
Take responsibility and complete Inventory Processes and manage
stock levels.

o
Good understanding of Labor Percentage and takes action to ensure
it aligns with budgeted levels.

o
Demonstrates a clear understanding of operational needs and adjusts
staffing and resources accordingly.

• Expected Knowledge:

o
Intermediate understanding of Labor Percentage and how to react
and adjust staffing based on this metric.

o
Experience managing inventory processes and order planning.

Shift Level 3:

• Availability: At least 5 days per week,
  including 1 weekend day, with at least 3 full shifts (opening, mid, and/or
  close). Must be available to close 3 days per week.


• Responsibilities:




• Runs shift independently with
  minimal supervision.


• Completes Inventory Processes
  and Food Orders.


• Has an advanced understanding of
  Food Costs and actively manages food cost reductions while
  maintaining quality.


• Demonstrates full ownership of
  shift operations, managing customer service, team performance, and
  overall restaurant functionality.




• Expected Knowledge:




• Advanced understanding of Labor
  Percentage, Food Costs, and how to adjust operations to meet
  cost control goals.


• Strong inventory management
  skills.


• Ability to adjust staffing and
  inventory based on business needs.

Shift Level 4:

• Availability: Open availability, with
  flexibility to work shifts across all days, including weekends and
  holidays.


• Responsibilities:




• Runs shift independently and
  take on additional leadership and operational responsibilities.


• Manages all aspects of the
  shift, including Labor Percentage, Inventory, Food Orders,
  and Food Costs.


• Supports team development and
  provides mentorship to junior Shift Managers.


• Oversee full shift operations
  and contribute to achieving restaurant performance goals.




• Expected Knowledge:




• Deep understanding of Labor
  Percentage and Food Costs and ability to proactively adjust to
  maintain profitability.


• Strong leadership skills, with
  the ability to coach and guide team members and other Shift Managers.

Qualifications

To succeed in this role, candidates must meet the following
qualifications and demonstrate the ability to perform all essential duties.
These requirements are representative of the skills, knowledge, and abilities
required for each level of Shift Manager:

Core Qualifications (Applicable to All Shift Manager Levels)

• Passion for Excellence: A strong desire to positively
  impact the customer experience and uphold the highest standards of service
  in the Quick Service Restaurant (QSR) industry.


• Education and Experience:




• High School diploma or GED.


• Must be at least 18 years of
  age.


• ServSafe Certification is
  required.




• Communication Skills:




• Strong verbal communication
  skills, with the ability to listen attentively, understand others’
  perspectives, and respond clearly.


• Capable of influencing others
  and gaining commitment to maintain high operational standards.




• Mathematical Ability:




• Basic math skills to handle
  tasks such as counting change, totaling orders, and analyzing labor and
  food costs.




• Reasoning Ability:




• Ability to exercise sound
  judgment and make decisions based on situational needs and operational
  goals.




• Flexibility:




• Capable of handling day-to-day
  challenges confidently, adapting to multiple demands, and adjusting
  priorities quickly in a dynamic environment.




• Leadership:




• Proven ability to manage teams
  effectively, ensuring high customer satisfaction and smooth operations.


• Exhibits a positive and
  professional appearance, demeanor, and energy at all times.

Work Environment

The
work environment characteristics described here are representative of those an
employee encounters while performing the essential functions of this job.
Reasonable accommodation may be made to enable individuals with disabilities to
perform the essential functions.

Equipment

Fryers,
walk in freezer, menu boards, computers, cash registers, warmer lights,
filtering machines, oven, steam units, holding cabinets, thermalizer, storage
units, soda fountain hook up station, microwave ovens, insulated oven mitts,
toasters, batter mixer, cooking utensils, and drive through communication
systems.

Environmental Conditions

• The employee is subject to environmental conditions, protection from
  weather conditions, but not necessarily from temperature changes.


• The employee is subject to both environmental conditions; work
  activities both inside and outside.


• The employee is subject to extreme cold temperatures below 32
  degrees for periods of time.


• The employee is exposed to hazards which include a variety of
  physical conditions, such as moving mechanical parts, electrical current,
  exposure to high heat of chemicals.


• The employee is subject to one or more of the following conditions:
  fumes, odors, dust, mist, gases or poor ventilation.

Physical Demands:

The
physical demands described here are representative of those that must be met by
an employee to successfully perform the essential functions of this job.
Reasonable accommodation may be made to enable individuals with disabilities to
perform the essential functions.

While performing the duties of this job, the employee is regularly required to
stand; use hands to handle or feel; reach with hands and arms and be able to
communicate. The employee is frequently required to walk; stoop, kneel, crouch,
and push. The employee is occasionally required to sit and climb or balance.
The employee must regularly lift and /or move up to 10 pounds, frequently lift
and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds.