Supervisor

Position Objective

The Shift Supervisor role focuses on overseeing team activities during shifts to ensure excellence in service standards, product quality, cleanliness, and delivering an outstanding guest experience.

Key Responsibilities

Leadership and People Management

• Demonstrate leadership by example, showing respect for every team member and guest.
• Promptly address issues that arise during the shift to ensure smooth operations.
• Offer clear, continuous guidance to team members to foster their growth.
• Create a motivating and enjoyable work atmosphere that encourages team members to achieve their targets.
• Train, onboard, and supervise new staff members effectively.
• Provide performance feedback to the Store Manager, sharing both positive and negative insights.
• Help maintain optimal staffing levels and step into various roles during busy times to uphold service standards.

Hospitality Management

• Lead by example to prioritize guest satisfaction and reinforce positive service behaviors among staff.
• Respond warmly and promptly to guests, balancing friendliness with urgency.
• Handle guest complaints efficiently to resolve issues and convert negative situations into positive experiences.

Operations Oversight

• Ensure adherence to all Tim Hortons operation protocols and standards.
• Maintain neat and properly stocked product displays and packaging.
• Manage cash handling procedures during the shift responsibly.
• Optimize operational efficiency through effective scheduling.
• Supervise team completion of primary and secondary duties.
• Ensure compliance with store policies including cash handling, break times, and food safety during shifts.
• Stay informed about updates including product launches, promotions, and discounts.
• Support the Store Manager in driving sales and customer transactions.
• Complete all required shift documentation such as waste records, management walk-throughs, and store checklists.
• Report any problems or issues promptly to higher management.

Health and Safety

• Understand and follow safe work practices and procedures.
• Wear necessary personal protective equipment or clothing as required.
• Report injuries, illnesses, accidents, unsafe conditions, and security incidents to Store or Area Manager.
• Avoid operating equipment or engaging in any practice that could endanger safety.
• Ensure adherence to health and safety policies during shifts, including proper documentation and reporting of work-related incidents.

Cashiering Responsibilities

• Oversee and ensure that all technical equipment in the store is functioning correctly.
• Verify cash amounts in the till at shift start to confirm accuracy and adequate change.
• Accept payments via cash, credit cards, vouchers, or automatic debits as needed.
• Issue receipts, process refunds, and provide change correctly when required.
• Maintain clean and organized checkout areas at all times.