Shift Supervisor - Restaurants

Job Summary

The Tim Hortons Shift Supervisor is the front line in providing Exceptional Guest Experience through the delivery of exceptional products and service.

• Provides important visual cues for guests that make a positive first impression.
• Wearing proper career wear that is clean and neatly pressed, maintaining a clean parking lot/exterior and a clean and inviting dining room.
• Follows the guaranteed Always Fresh procedure to ensure coffee and products are always fresh and always accurate.
• Delivers consistent and outstanding guest service through friendly attitude, attentive behavior and strong product knowledge.
• Enhances the guest experience by following the S.E.T. Principles:
  Smile, Eye Contact, Thank You.
• Uses proper procedures to ensure the accuracy of every order for every guest.
• Ensures every guest receives a prompt and warm greeting within 5 seconds at front counter.
• Maintains speed of service targets by working efficiently with a sense of urgency to fill orders and meet guests’ needs.
• Promptly executes service recovery for any guest concerns or complaints by making it right with the guest, regardless of involvement in the issue.
• Listens carefully to guests and apologizes for the experience in the case of a complaint.

• Follows all Operations standards and guidelines for preparation of products according to training and instructional materials provided.
• Prepares all products as required, following the order monitor to ensure the accuracy of every order.
• Communicates showcase and product needs to ensure proper product availability for guests.
• Regularly takes temperatures of the required products and records in the Time & Temperature Log.

• Follows all restaurant policies, procedures and standards.
• Maintains the front counter and drive-thru area by keeping it clean, organized, stocked and ready for rush periods in the restaurant.
• Follows proper hand-washing techniques and all sanitation guidelines; completes all sanitation tasks as outlined by the General Manager.
• Works in compliance with 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/illnesses, accidents, unsafe conditions, security incidents and any contravention of health and safety legislation, policies and procedures to the General Manager.
• Does not operate any equipment, machine, device or thing, or otherwise work in a manner that will endanger anyone.

• Frequently 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