Supervisor

Tim Hortons | F.I.R.S.T. Management Inc.; Thornton; On-site; CAD 42,000 - 56,000; Full time

Job summary

Tim Hortons is seeking a Supervisor to oversee crew activities on shift, ensuring standards around people, product, cleanliness and exceptional customer service are met. The role is full-time, with an average of 30 hours+ per week and availability on weekends and holidays.

The Supervisor is hourly paid and responsible for guiding crew, maintaining store standards, and ensuring guest satisfaction during the scheduled shift. Strong communication and leadership are essential for success.

Qualifications

• Previous experience in a supervisory role necessary
• Thorough knowledge of Tim Hortons products and procedures
• Strong communication and interpersonal skills

Responsibilities

• Lead by example to ensure customer is top priority and reinforce positive behaviors
• Respond to customers with urgency and friendliness
• Address special requests and complaints promptly to turn negatives into positives
• Monitor store walk-throughs and ensure stock of showcases and paper products
• Maintain store cleanliness and proper merchandising during shifts
• Provide ongoing direction to employees and ensure adequate staffing during busy periods
• Ensure compliance with Tim Hortons operating standards, food safety, and safety policies
• Complete shift documentation and report any unsafe acts or conditions

Skills

Supervisory experience

Customer service focus

Strong communication

Team leadership

Job description

Description

This position involves the supervision of crew activities on shift to ensure that Tim Hortons' standards around people, product, cleanliness and exceptional customer service are fulfilled.

As a FULL TIME position, candidates will be expected to maintain an average of 30 hours or more per week and to be available any day of the week (INCLUDING WEEKENDS AND HOLIDAYS).

The Supervisor is an hourly paid (non-exempt) position and entails supervision and direction of crew activities during the scheduled shift. The Supervisor position is operational in nature rather than administrative, and is directed at maximizing guest satisfaction. The Supervisor is responsible for the following accountability only during the period scheduled as his/her shift.

Customer Service

• Leads by example to demonstrate that the customer is top priority and reinforces positive behaviors with employees
• Responds to customers in a friendly manner with an appropriate sense of urgency
• Responds to special customer requests in a friendly manner
• Responds to customer service complaints in a timely manner, resolving problems and turning negative situations into positive situations
• Upon request, conducts regular store walk-thrus
• Ensure showcases, cake displays, and paper products are properly stocked
• Ensure interior and exterior of the store is maintained and cleaned throughout the shift

People

• Leads by example and demonstrates the importance of treating every employee and customer with respect
• Reacts immediately to issues requiring attention during the shift
• Provides ongoing, specific direction to employees
• Encourages excitement and a fun work environment while motivating employees to meet goals
• Reports to Store Owner and/or Manager on employee performance (positive or negative)
• Assists in ensuring optimal employee coverage at all times and fills in as required for various areas during busy periods to maintain optimal customer service levels
• Attempt to solve crew performance issues in positive fashion with emphasis on correcting the problem behavior while maintaining staff's self-esteem

Operations

• Displays knowledge of and works in compliance with Tim Hortons operating, food safety, security, health and safety, and employment standards and applicable legislation
• Ensures that all product and packaging is properly merchandised and stocked
• Responsible for shift cash procedures
• Maintains operational efficiency through use of positioning charts and pre-rush checklists
• Supervises employees to ensure primary and secondary duties are completed
• Ensures all store policies are followed during the shift (e.g. cash policies, meal and break policies, food safety policies, accident/injury/illness policies)
• Monitors for, responds to and reports to store management about unsafe acts and conditions
• Completes all required shift documentation (e.g. records waste)
• Display knowledge of and ensure compliance with the Always Fresh Evaluation Report and Always Fresh Back of House Report
• Other duties as required

Additional Information

• Frequent to continuous need for manual dexterity of both hands (handling, gripping, fine finger control, etc.)
• Frequent exposure to cold /below freezing and high heat temperatures (walk-in refrigerator and freezers, ovens)

As a FULL TIME position, candidates will be expected to maintain an average of 30 hours or more per week and to be available any day of the week (INCLUDING WEEKENDS AND HOLIDAYS).

Requirements

Previous experience in a supervisory role necessary

Thorough knowledge of Tim Hortons products and procedures

Current certification in approved food safety training (Advanced.fst or ServeSafe) is an asset

Strong communication and interpersonal skills

Ability to consistently adhere to policies/procedures

Able to operate effectively in a fast paced environment

Must be at least 18 years of age

Must be able to stand for entire shift

Must be able to lift up to 30 pounds

Must have a valid drivers license and reliable transportation

Company Information

Job applicants responding to this posting may be applying to a Tim Hortons® restaurant independently owned and operated by a franchisee and, if so, any hiring decisions will be made by the franchisee.

By submitting this application, I acknowledge that most Tim Hortons® restaurants are independently owned and operated by franchisees. In that regard, I understand that I may be applying to a Tim Hortons® restaurant owned by a franchisee and, if so, any hiring decisions will be made by the franchisee. Accommodations available upon request.