Shift leader, Entertainment & Gaming

Shift Leader

818 N. Lincoln Rd., Rockville, IN

Title:

Shift Leader (SL)

Purpose of the Position:
The person holding this supervisory position is considered a part-time team member and is responsible and accountable for the daily operation of the restaurant, assisting the RGM with hiring and training team members, directing the activities of team members, and rewarding or disciplining team members in consultation with the RGM; and performing these functions in ways that assure compliance with all Company policies and procedures, customer satisfaction, a high level of team member morale and the attainment of sales and profit objectives.

Essential Functions:

I. Profitability

• Executes the RGM's plans and overall Daland Corporation plans to achieve consistent sales growth and profit growth.
• Achieves planned/budgeted profits, as communicated by the RGM. This involves:
• Using established control systems and procedures to measure actual results and to identify deviations from planned results.
• Assisting the RGM, as requested, in developing and implementing corrective action plans to assure actual results conform to plan.

II. Customer Satisfaction

• Maintains positive customer relations, which includes:
• Assuring personal behaviors and team member behaviors toward all customers are courteous, attentive, respectful, and enthusiastic.
• Assuring a comfortable environment for customers.
• Executing "Floor Management" by directing activities and greeting and interacting with customers on each shift worked.
• Immediately resolving customer complaints by apologizing first and then assuring the satisfaction of the customer.
• Immediately contacting the RGM (or DM if the RGM is not available immediately) regarding any incidents in which customers are injured or in which customers claim some harm done to them.
• Ensures customers receive prompt, quality service. This includes:
• If the RGM has delegated scheduling to the Shift Manager, scheduling the correct number of team members for forecast sales volume; and deploying those Team members in the correct job roles.
• Following established service guidelines and procedures to assure all Hospitality Standards are achieved.
• Directing team member activities to assure speed of service standards are met or exceeded, including product preparation times and delivery times.
• Personally serving customers as required to meet the demand of the volume of business.
• Ensuring customers are greeted properly and seated as quickly as appropriate.
• Recognizing and dealing effectively with the special needs of customers.
• Ensuring that customer orders are taken promptly, prepared accurately, and served quickly.
• Ensuring customer follow-up, which means servers check back with customers frequently to see if there is anything else needed.
• Ensuring immediate attention is given to customers ready to pay, either by prompting servers to complete the table cashout procedure or by performing the transaction of cashing out customer as needed.
• Ensuring the phone is answered promptly and courteously, following the Telephone Service Essentials.
• Responding to customers at pickup counter and drive-thru window; finding order; collecting money for the order; verifying order to customer; and, thanking customers.
• Dispatching orders for delivery customers as required to meet the demands of the volume of business, grouping orders by geographical destination and instructing drivers as they arrive and depart which orders to take with them and where to go.
• Delivering pizzas as necessary to meet the demands of the business.
• Ensuring customers are thanked for their business.

III. People

• Building relationships with team members based on mutual trust and respect.
• Communicating and following the Daland "5 Star" Vision and Core Beliefs.
• Promoting teamwork.
• Being familiar with benefits available to team members, and referring appropriate questions to the RGM regarding these benefits.
• Informing the RGM of all team member grievances.
• Performing correct and consistent administration of team member disciplinary procedures, and discussing all recommended discipline with the RGM.
• Assuring compliance with various governmental regulations, such as ensuring that all team members are clocked in while working, complying with overtime laws, child labor laws, alcoholic beverage laws, anti-discrimination and anti-harassment laws, FLSA, EEO, etc.
• Performing consistent administration of and compliance with Company policies and procedures.
• Communicating effectively with the crew and management team.
• Assuring team…