Leads by example to demonstrate and reinforce with employees that the customer is top priority and the importance of projecting positive customer service behaviors such as immediate acknowledgement, smiling, maintaining eye contact, and sincerely thanking customers for their business
Is customer-focused in all facets of the store’s operations including properly following up and rectifying any customer issues on a timely basis
Ensures that proper staffing levels are maintained so that the high Tim Horton’s standards, measured through the Always Fresh Evaluation Report, are maintained through all day parts.
Works with the Assistant Manager ( if applicable) to educate Shift Supervisors on how to maintain operational efficiency, through the use of positioning charts and shift flowcharts and the importance of following up with staff to ensure assigned primary and secondary duties are completed.
Conducts regular store walk-throughs in order to gain the customer’s perspective of how the store looks
When on the floor, is in a position that allows flexibility for troubleshooting where necessary.
Schedules employees to ensure optimal coverage at all times and fills in as required People:
Maintains an open door policy at all times. Encourages staff to share suggestions and concerns
Screens, interviews and ensures to complete reference checks on any candidate that is being considered for employment
Takes responsibility to ensure that proper training and orientation is completed and documented in the store
Provides ongoing performance feedback, uses discussion planners when necessary, and conducts regular performance reviews
Sets goals and objectives with employees and provides guidance and assistance as required
Tracks and submits payroll information for all employees
Is knowledgeable of relevant employment legislation and ensures that all laws are being followed
Supervises and manages performance of Storefront Employees, Production Employees, and Shift Supervisors to ensure all job duties and behaviors are aligned with store policies and applies progressive discipline where necessary.
Working with the Assistant Manager (if applicable), ensures that staff are provided with the information that allows them to do their best in on shift and works to identify high performers and train them for the next level of responsibility
Ensures that a health & safety program is in place in the store. Reports accidents promptly and accurately
Promotes a harassment-free work environment, ensuring that the Workplace Harassment Policy is posted. Enforces a zero tolerance policy on workplace harassment and discrimination
Supports the overall company mission to be the best employer in the food service and retail industries in North America, by delivering on the six promises to employees
Utilizes the Employment Enhancement tool to make strategic recruitment and retention plans Driving Sales:
Is knowledgeable in all aspects of the Always Fresh baking system. Understands what the store sells and when it sell, and adjusts production sheets accordingly
Ensures that all product is properly merchandised and at sufficient levels and that all aspects of the present marketing campaign are being followed
Working with the Assistant Manager ( if applicable), helps the Shift Supervisor to properly position staff to ensure fast and friendly service
Advertises to surrounding businesses the store’s selection of products, and offers them the ability to place their order via phone/fax prior to arrival
Educates staff on when and how to suggestive sell to customers
Constantly evaluates where the store could improve. Based on findings, implement staff incentives to bring staff focus to the area requiring
improvement Operational Analysis:
Ensures that all tills are counted properly and that any overages and / or shortages are investigated
Completes weekly ordering of product and ensure that all incoming orders are checked for quality
Analyzes the store’s Key Performance Indicators on a daily basis including the day’s productivity rates, the Daily Waste Sheets, the store’s product sales mix and daily cycle counts. Responds appropriately with an action plan to address unfavorable results.
Completes End of Day reports including Daily Cash Sheets, deposits, etc.
Maintains optimal inventory levels and ensures that the store is getting proper yields from all products
Uses Clear view ( or the alternate Back of the House system) and the portal to help run the business more efficiently
Completes daily and weekly labor reports Compares actual to projected labor costs
Uses preventative maintenance with all store equipment, maintaining a regular service schedule as well as ensuring all equipment is calibrated on a regular basis
Puts systems in place to ensure that the store serves safe food to customers at all times
Identifies areas of the store operations that need improvement and uses staff incentive programs to address those areas Performance Indicators:
Store turnover rate versus previous year
Store sales results versus targets
Store evaluation scores (Always FRESH, Legislative & Liability, Food Safety Audits etc.)
Employee completion of AF TIMS-I & AF MCP titles as well as PTS
Performance reviews completed on time
Food, paper and labor costs (actual versus target)
Productivity targets (actual versus target)
D/T speed of service targets for all day parts (actual versus target) Postural & Physical Demand Requirements:
Frequent reaching above waist, chest and shoulder level as well as below waist level
Frequent to continuous need for manual dexterity of both hands (handling, gripping, fine finger controls etc,) Continuous standing on tiled surfaces for all tasks
Frequent hip flexion while walking for all tasks
Frequent lifting of boxes of supplies / Products weighing from <5 – 50 lbs vertically from floor to knuckle height
Occasional lifting of milk crates weighing between 5 – 30 lbs vertically from floor to knuckle height, knuckle to shoulder height or from fridge to counter height
Frequent exposure to cold/ below freezing and high heat temperatures (walk-in refrigerator and freezers, ovens) Other:
This position is typically scheduled for a workweek of about 45 hours per week
Must be available to respond to operational issues on a 24-hour per day basis
Due to responsibilities for bank deposits, product shortages, etc., must have reliable transportation
Must be able to obtain Serve Safe Certification This job description in no way states or implies that these are the only duties to be performed by this employee. He or She will be required to follow any other instructions and to perform any other duties requested by his or her supervisor.
As an Restaurant Manager, you are an enthusiastic role model and motivate team members to deliver exceptional service for every guest, every time. You build positive relationships with a team of diverse members. As a passionate team leader, you believe in the importance of training team members to ensure high standards of guest service, quality and cleanliness are achieved. Through your knowledge of the quick service industry you take pride in supporting the Restaurant Manager and Owner in the day-to-day operations of a fast paced restaurant. Your 2 -5 years of quick service experience in a supervisory role combined with your practical knowledge of recruiting, training and coaching employees makes you an ideal candidate for this role. Preferably in a food service or hospitality or retail operations background. Apply to this job if you: Demonstrate a passion for guest service and creating exceptional guest experiences Pride yourself on building relationships with guests and your team Have strong operational experience Have excellent communication skills Have a passion for coaching and mentoring Have a desire to gain experience to help you be successful in your career As part of our team we offer you: Competitive wages Comprehensive training Incentive and recognition programs Team Tim Hortons Scholarship Program Advancement opportunities Community involvement