Shift Supervisor

Tim Hortons; St. Albans (VT); On-site; USD 20,664,000 - 27,552,000; Full time

Job summary

Tim Hortons is seeking a Shift Supervisor to oversee team member activities on shift, ensuring standards for people, product, cleanliness and Exceptional Guest Experience are met. The role focuses on leadership, training, and maintaining safe, efficient operations during busy periods.

The Shift Supervisor will supervise team performance, assist in scheduling, and respond to guest service issues to sustain a positive guest experience across the shift.

Responsibilities

• Leads by example and guides team members on shift to meet standards for people, product, cleanliness and guest experience.
• Manages recruitment, retention and scheduling to ensure proper team coverage during busy periods.
• Responds quickly to on-shift issues and provides clear direction to staff.
• Trains new team members and monitors performance with feedback.
• Maintains guest satisfaction by handling complaints professionally and turning negatives into positives.
• Ensures compliance with safety, cash handling and food safety policies throughout the shift.

Skills

People management

Guest service

Team leadership

Communication

Job description

Shift Supervisor

The Tim Hortons Shift Supervisor position is operational in nature and involves the supervision of team member activities on shift to ensure that standards around people, product, cleanliness, and Exceptional Guest Experience are fulfilled.

People Management

• Leads by example and demonstrates the importance of treating every team member and guest with respect
• Assists the Restaurant Manager in recruitment and retention strategies
• Reacts immediately to issues requiring attention during the shift
• Provides ongoing, specific direction to team members
• Encourages an exciting and fun work environment while motivating team members to meet goals
• Trains, orientates and monitors new team members, using PTS and feedback binder
• Reports to Restaurant Owner, General Manager, Manager and/or Assistant Manager on team member performance (positive or negative)
• Assists in ensuring optimal team member coverage at all times and works various positions during busy periods to maintain optimal service levels through demonstrated floor leadership

Hospitality Management

• Leads by example to demonstrate that the guest is top priority and reinforces positive hospitality behaviors with team members
• Responds to guest in a friendly manner while maintaining an appropriate sense of urgency
• Responds to guest service complaints in a timely manner, resolving problems and turning potentially negative situations into positive situations
• Assists in the running of company-wide incentive programs

Operations Management

• Displays knowledge of and works in compliance with applicable legislation
• Complies with and enforces all Tim Hortons operating standards
• Ensures that all product and packaging is properly merchandised and stocked
• Responsible for shift cash procedures
• Maintains operational efficiency through use of positioning charts
• Supervises team members to ensure primary and secondary duties are completed
• Ensures all restaurant policies are followed during the shift (e.g. cash policies, meal and break policies, food safety policies)
• Keeps current on all new information on Portal or available through Townhall meetings
• Assists the Restaurant Manager in driving sales and transactions during their shift
• Completes all required shift documentation (e.g. records waste, mgr. walk thru, pre-rush checklists etc.)
• Escalates to management any issues and/or problems

Health & Safety

• Works in compliance with the occupational health and safety legislation
• Knows, understands and follows safe work practices and procedures
• Uses or wears personal protective equipment or clothing as required
• Reports all injuries/illness, accidents, unsafe conditions, security incidents and any contravention of health and safety legislation, policies and procedures to the Restaurant Manager or Owner
• Does not operate any equipment, machine, device or thing, or otherwise work in a manner that will endanger anyone
• Ensures health and safety policies are followed during the shift including documentation and reporting of any work related injuries or accidents

Postural & Physical Demands 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 control, etc.)
• Continuous standing on tiled surfaces for all tasks
• Ability to stand for long periods of time without a break
• Frequent hip flexion while walking for all tasks
• Occasional 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)

*Must be 16 years of age or older.