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.