Operations Supervisor

Operations Supervisor
Job Description

Summary Description: The Operations Supervisor is accountable for leading the Restaurant Associate staff to deliver Steak 'n Shake operational and financial standards on scheduled shifts through executing the 14 point walk. The Operations Supervisor has accountability on his/her shift for the correct delivery of Steak 'n Shake procedures, policies and specification which deliver the highest quality burgers and shakes along with extending great service to our Guests. The Operations Supervisor will partner directly with his/her Restaurant and General Manager.

Department: Operations - Restaurant Reports to: General Manager

FLSA: Non-Exempt

Direct reports: Trainers and all Restaurant Associates

1. RESPONSIBILITIES: Major functions/tasks performed in the job and the deliverable (report, product, output, etc.) produced.

Primary and Ongoing Accountabilities

• Execute the 14 point walk and correct deficiencies as they arise
• Ensure food is properly stored and prepared in compliance with food safety regulations and recipe adherence
• Ensure service hospitality, accuracy and speed standards are achieved
• Maintain strict compliance with health, safety and security standards and procedures
• Train, Coach and Inspire Associates to deliver exceptional service, food and environment to the Guest
• Ensure a safe and harassment free work environment
• Lead by Example

Specific Duties and Responsibilities

Customer Satisfaction: Build the business by relentlessly pursuing excellence and growing customer traffic over prior year:

Effectively interact with Guests to ensure we exceed their expe highest quality food and great service

ctations with the Sales Growth, TCT

Immediately address Guest concerns and complaints utilizing th Guest Recovery Model - L.E.A.R.N.

e Steak 'n Shake Sales Growth, TCT

Ensure Guests are immediately recognized upon entering and as they are leaving Sales Growth, TCT

Motivate all Associates to deliver great hospitality toward all gu associates

ests and otherDocumentation, Coaching
form, Sales Growth, TCT

Create a positive team environment with knowledgeable associates working Documentation, Sales together through shift huddles and ongoing coaching Growth, TCT

Brand Protection: Operate in accordance with our Quality, Service and Cleanliness Standards(QSC) and other food safety practices, delighting our Guest with outstanding fresh food and training our valuable people:

Execute the 14 point walk using the "Three in One" tool- ensuring the facility is radiant, the associates are motivated, the stations are appropriately set up / re- stocked for meal periods, and constantly moving through the restaurant coaching and directing associates to ensure quality adherence and speed standards are achieved

Documentation, QSC, TCT, Food Safety, Sales Growth

Monitor food quality, portioning and speed from the EXPO window and resolve any issues immediately

Food Cost, Safety Audits, QSC

Assign and verify all side work is accurately and efficiently completed

QSC

Verify accurate adherence to the Prep and Pull and cooling charts as well as complete HACCP and line checks on assigned shift ensuring food quality and quantity

Documentation, Food Safety Audits, QSC

Ensure all Safety procedures and policies are strictly adhered to

Documentation, QSC, Accident Claims

Financial Growth: Manage profitable shifts focused on delighting our guests, increasing quality and reducing prices:

Deploy associates appropriately as planned on the Schedule and Line up sheets

Labor Control, Sales Growth, TCT, FRR

Ensure appropriate staffing levels of well-trained associates on assigned shifts

Sales Growth, TCT, Comps.

Complete shift and daily inventory and accurately post into the back office POS System

Food Cost, FRR

Maintain strict adherence to the cash handling and banking policies and procedures

COC, FRR

Complete shift tools and administration duties as assigned by General Manager

Documentation

Check in food delivery, ensure proper storage and post-delivery into POS

Food Cost

2. SCOPE: Impact this job has in terms of decisions made, direction given, number of employees supervised, size of organization managed or supported, impact of errors, dollars, etc.

• Enforces procedures, training and other programs designed by Steak 'n Shake to effectively deliver the Steak 'n Shake Vision, Mission and Principles
• Takes responsibility for shift financial results
• Serves as a resource to colleagues and as a mentor to less experienced Operations Supervisors
• Actively manages the shift ensuring speed and food quality

2.a NOT in SCOPE:

• May not - Make the final decision to hire an associate
• May not - Determine pay rates or adjust pay rates
• May not - Discipline an associate beyond sending them home for later review with the General Manager

3. KEY RELATIONSHIPS: Position's key contacts and relationships.

Primary:

• Restaurant Associates
• Restaurant Trainers
• Restaurant Management
• District Manager
  

Secondary:

• Division President
• Field Training Manager
• Human Resource Manager

4. REQUIREMENTS: Typical minimum requirements to perform the job.

• High School graduate or equivalent education preferred
• Certified in all Service and Production Stations at Steak 'n Shake or equivalent experience
• ServSafe certified
• Understand Steak 'n Shake policies, procedures, state laws, Health codes, Safe food handling and Sanitation procedures
• Positive, motivating communication skills
• Strong organization and time management skills
• Strong coaching and mentoring skills
• Flexible and adaptable to changing circumstances
• Ability to read, write, perform mathematical calculations and analyze data
• Demonstrate key principles; Golden Rule, Relentless pursuit of Excellence, Exceeding guest expectations, Economic objective, Entrepreneurial approach
• Able to work in excess of 50 hours per week while standing, walking and stretching
• Able to lift, carry, push and pull 30 lbs
• Able to perform any task performed by a service or production associate
• Able to see across the restaurant to monitor and oversee the operation
• Able to legally operate a motor vehicle
• Able to hear, understand and professionally respond to guest and employee inquiries, comments and concerns
• Field Results Report
• Every Store Perfect measurements
• Effective working relationship with Above Store Leaders, Restaurant Management, colleagues and direct reports

5. CAREER PATH: Logical positions along the career path, vertical and/or lateral.

• Manager
• Salaried Wings Team Trainer
• Corporate office support Coordinator