Multi-unit Manager

Tim Hortons, a subsidiary of the TDL Group Corp., is Canada’s largest quick service restaurant chain, renowned for its premium coffee and baked goods. With a commitment to quality and innovation, we serve communities across Canada, the United States, and beyond.

Multi-Unit Managers are responsible for managing multiple locations at a time and are expected to ensure the following requirements are met for each location assigned to them. Multi-unit managers are also expected to coach, train, and supervise Restaurant Managers at various locations.

**I. Food Paper**
- Restaurants are expected to meet the targets set out by the management, including regular follow-up on their Agropour and TDL orders
- If restaurants are not meeting the standards, managers must follow up and guide them to be on standard
- Proper inventory must be completed by the restaurant for all orders (including tdl and agro), and verification to be completed on the group chat
- All restaurants must complete weekly and monthly physical counts
- Managers must post their FP cost for the previous week every Monday evening for review
- Managers must provide daily and weekly reporting to keep track of restaurant costs
- Evaluating Your Staff Performance to Increase Efficiency
- The purchase-sales report should be audited on a weekly or fortnightly basis
- Training and following up with restaurant managers and teams for proper portioning of food
- Minimizing wastage, following up with restaurant managers for display pictures posted at 6 am, 3 pm, 6 pm, and 8 pm consistently
- Following up on those postings and identifying problems or appreciating the team.
- Ensuring the Team follows the food policy
- Creating new ideas and suggestions to improve restaurant food paper cost
- Ensure restaurants do not run out of products at any time of the day.
- Other than the approved restaurant transfers, no one should be transferring products more than once a week.
- Management is not transferring products during peak hours
- TDL orders are placed a day in advance, not during the time of order expiring.

**II. Operations**:
**A - On Floor Tasks**
- Minimum 3 Complete audits to be done every week (AF,CS,ECP,FS)
- The first four hours of your shift should be spent on floor training and coaching managers and the team (No Office work to be done in these hours)
- Restaurant speed of service is monitored, and mgmt performance is evaluated
- Identifying potential talents for growth and training them with proper direction
- Each month, MUM should identify 3 TMs who can be trained into supervisors and one supervisor who can be trained into an assistant manager from your Restaurants.
- Drive-thru standards are met, and restaurants are in the bonus zone
- All equipment is maintained properly and fixed as per the need within 48 hours.
- All restaurants participate equally whenever there is a promotion or challenges
- Interacting with trainees, issuing verbal guidance to trainees, and answering their questions
- Making sure standards are followed by you and our team at all times (ex: career wear policy according to our organization standards)

**B - Administrative work (Back Office)**
- Any back-office work should be done in the next 4 to 5 hours
- Managers log posted every day without Fail
- Follow-up on audit postings are done, and problems are corrected.
- Addressing all restaurant guest complaints and following up with restaurants
- Guest complaints should be resolved within 24 hours and updated
- Escalation of guest complaints should not occur.
- Detailed investigation of each guest complaint should be identified and posted for management and in the leadership chat group.
- Create training strategies, new initiatives, and materials and post in the leadership group every week
- Ensuring that the restaurant complies with all policies and standards set out in MOL and our overarching organizational standards. (JHSC, POLICIES, PROCEDURES ETC)

**III. Labor**
- All restaurant schedules are completed by Tuesday and verified by Wednesday
- No changes should be made by the leadership team without posting a msg for Mgrs.
- SPMH and labor % are achieved according to the standard.
- Proper allocation of hours to each restaurant, keeping the peak period and busy hours in consideration.
- Make sure TM or Management are not assigned Monday to Friday schedules, everyone should be available at least one weekend
- Only one manager works during stat holidays, and stat holidays are assigned on a proper basis to managers
- STAT HOLIDAY schedules are properly managed
- Controlling Labor Costs By Reducing Employee Turnover
- Willingness to travel within the region and flexibility with schedule to accommodate operational needs, which includes evenings and weekends.
- Valid driver's license and driving record within provincial guidelines
- You are an enthusiastic role model who motivates Management and Team Members to deliver exceptional service for every guest, every time. You build positive