Supervisor

This position involves the supervision of crew activities on shift to ensure that Tim Hortons’ standards around people, product, cleanliness and exceptional customer service are fulfilled.

The Shift Supervisor is an hourly paid (non-exempt) position and entails supervision and direction of crew activities during the scheduled shift. The Shift Supervisor position is operational in nature rather than administrative, and is directed at maximizing guest satisfaction. The Shift Supervisor is responsible for the following accountability only during the period scheduled as his/her shift.

**Customer Service**
- Leads by example to demonstrate that the customer is top priority and reinforces positive behaviors with employees
- Responds to customers in a friendly manner with an appropriate sense of urgency
- Responds to special customer requests in a friendly manner
- Responds to customer service complaints in a timely manner, resolving problems and turning negative situations into positive situations
- Upon request, conducts regular store walk-thrus
- Ensure showcases, cake displays, and paper products are properly stocked
- Ensure interior and exterior of the store is maintained and cleaned throughout the shift

**People**
- Leads by example and demonstrates the importance of treating every employee and customer with respect
- Reacts immediately to issues requiring attention during the shift
- Provides ongoing, specific direction to employees
- Encourages excitement and a fun work environment while motivating employees to meet goals
- Reports to Store Owner and/or Manager on employee performance (positive or negative)
- Assists in ensuring optimal employee coverage at all times and fills in as required for various areas during busy periods to maintain optimal customer service levels
- Attempt to solve crew performance issues in positive fashion with emphasis on correcting the problem behavior while maintaining staff’s self-esteem

**Operations**
- Displays knowledge of and works in compliance with Tim Hortons operating, food safety, security, health and safety, and employment standards and applicable legislation
- Ensures that all product and packaging is properly merchandised and stocked
- Responsible for shift cash procedures
- Maintains operational efficiency through use of positioning charts and pre-rush checklists
- Supervises employees to ensure primary and secondary duties are completed
- Ensures all store policies are followed during the shift (e.g. cash policies, meal and break policies, food safety policies, accident/injury/illness policies)
- Monitors for, responds to and reports to store management about unsafe acts and conditions
- Completes all required shift documentation (e.g. records waste)
- Display knowledge of and ensure compliance with the Always Fresh Evaluation Report and Always Fresh Back of House Report
- Other duties as required

**Additional Information**
- Frequent to continuous need for manual dexterity of both hands (handling, gripping, fine finger control, etc.)
- Frequent exposure to cold /below freezing and high heat temperatures (walk-in refrigerator and freezers, ovens)

As a FULL TIME position, this person is expected to maintain an average of 30 hours or more per week each quarter and the person is to be available any day of the week.

**Why work for us?**
- Flexible scheduling
- Employee meal discount
- Premium Rate of Pay
- Bus Pass program and referral incentives
- Fast pace work environment
- Support in skills development

**REQUIREMENTS**:

- Previous experience in a supervisory role is an asset
- 6 months previous restaurant experience required
- Thorough knowledge of Tim Hortons products and procedures
- Current certification in approved food safety training (Advanced.fst or ServeSafe) is an asset
- Strong communication and interpersonal skills
- Ability to consistently adhere to policies/procedures
- Able to operate effectively in a fast paced environment
- Must be able to stand for entire shift
- Must be able to lift up to 30 pounds
- Must be fluent in English

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