Shift Manager
The person holding this supervisory position is considered a full 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. The Shift Manager reports directly to the RGM, and holds the second highest position in the restaurant if there is not an Assistant Manager. In restaurants with an Assistant Manager, the Shift Manager is the next highest position.

Profitability
The Shift Manager executes the RGM's plans and overall Daland Corporation plans to achieve consistent sales growth and profit growth. This involves using established control systems and procedures to measure actual results and to identify deviations from planned results. The Shift Manager assists the RGM, as requested, in developing and implementing corrective action plans to assure actual results conform to plan.

The Shift Manager complies with all Company policies and procedures, including but not limited to, those relating to inventory, cash, payroll, food handling, interactions with guests, team members, and vendors, and legal compliance. The Shift Manager manages and controls cash in conjunction with the RGM and other managers, ensuring that all cash and checks, minus the change fund is correctly deposited, credit card transactions are correctly settled, and cash over or short is minimized.

The Shift Manager controls cash drawers and team member "banks", following all established manual and computer procedures. The Shift Manager assists the RGM in managing and controlling cost of sales by utilizing manuals and/or automated procedures approved by the Company, ordering all approved products used in the restaurant. The Shift Manager properly accepts deliveries and properly stores inventory items used in the restaurant. The Shift Manager accurately accounts for all product coming into the restaurant, used to prepare products, or transferred out of the restaurant. The Shift Manager assures the proper execution of all recipes and specifications for preparing ingredients and assembling products. The Shift Manager manages waste which involves maintaining a FIFO (First In, First Out) system and marking all products with a Made - Ready - Discard label. The Shift Manager assists the RGM in managing and controlling cost of labor by ensuring the accuracy and completeness of team member timekeeping records, including tips and team member meals. The Shift Manager minimizes edits to clock-in/clock-out transactions by assuring team members properly clock in at the beginning of their shift and clock out at the end of their shift. The Shift Manager assures team members do not clock in earlier than five (5) minutes prior to their scheduled shift. The Shift Manager assures the man-hours used for opening and closing the restaurant do not exceed established targets. The Shift Manager analyzes actual labor hours used versus earned allowable labor hours and calculates the variance; and, using this information to appropriately manage labor each shift. The Shift Manager communicates and cooperates with the Home Office Payroll Department to assure accuracy in payroll, including information about new hires, raises, promotions, and terminations. The Shift Manager makes appropriate recommendations to the RGM regarding wages within Company guidelines. The Shift Manager eliminates overtime hours for team members who are paid on an hourly basis. The Shift Manager eliminates supplemental tip credit pay. The Shift Manager improves team member productivity using the measurements and tools available through the Company.

Customer Satisfaction
The Shift Manager maintains positive customer relations, which includes assuring personal behaviors and team member behaviors toward all customers are courteous, attentive, respectful, and enthusiastic. The Shift Manager assures a comfortable environment for customers. The Shift Manager executes "Floor Management" by directing activities and greeting and interacting with customers on each shift worked. The Shift Manager immediately resolves customer complaints by apologizing first and then assuring the satisfaction of the customer. The Shift Manager immediately contacts 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. The Shift Manager ensures customers receive prompt, quality service. This includes scheduling the correct number of team members for forecast sales volume; and deploying those Team members in the correct job roles. The Shift Manager follows established service guidelines and procedures to assure all Hospitality Standards are achieved. The Shift Manager directs team member activities to assure speed of service standards are met or exceeded, including product preparation times and delivery times. The Shift Manager personally serves customers as required to meet the demand of the volume of business. The Shift Manager ensures customers are greeted properly and seated as quickly as appropriate. The Shift Manager recognizes and deals effectively with the special needs of customers. The Shift Manager ensures that customer orders are taken promptly, prepared accurately, and served quickly. The Shift Manager ensures customer follow-up, which means servers check back with customers frequently to see if there is anything else needed. The Shift Manager ensures 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. The Shift Manager ensures the phone is answered promptly and courteously, following the Telephone Service Essentials. The Shift Manager responds to customers at pickup counter and drive-thru window; finding order; collecting money for the order; verifying order to customer; and, thanking customers. The Shift Manager dispatches 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. The Shift Manager delivers pizzas as necessary to meet the demands of the business. The Shift Manager ensures customers are thanked for their business. The Shift Manager ensures quality ingredients are used to prepare all products. This includes maintaining Food Safe Temperatures for all ingredients and products. The Shift Manager ensures food preparation utensils and food contact surfaces are properly cleaned and sanitized. The Shift Manager ensures that procedures for receiving, handling and storing ingredients are followed. The Shift Manager recognizes and corrects any raw ingredients or product problems. The Shift Manager maintains inventory levels which assure product freshness and no outages. The Shift Manager eliminates the potential for cross contamination. The Shift Manager ensures that proper procedures are followed to prepare ingredients (dough, sauces, meats, cheeses, and vegetables). The Shift Manager ensures salad bar is maintained according to standards of operation (restaurant only). The Shift Manager personally prepares ingredients as necessary. The Shift Manager ensures quality products, which includes planning dough, ingredient and product preparation to meet sales volumes and personally preparing these items, as necessary, to meet the demand of the business. The Shift Manager performs a product cookability test to verify proper oven and belt speed. The Shift Manager follows proper procedures to process customer orders. The Shift Manager personally prepares and cooks menu items as required to meet the demands of the volume of business. The Shift Manager takes every appropriate action, in consultation with the RGM, including driving to another restaurant to pick up product, to resolve outage or potential outage situations. The Shift Manager maintains inventory levels which assure product freshness and no outages. The Shift Manager plans dough, ingredient and product preparation to meet sales volumes and personally prepares these items, as necessary, to meet the demand of the business. The Shift Manager assures all products are prepared according to exact specifications, recipes and procedures. The Shift Manager personally prepares and cooks menu items as required to meet the demands of the volume of business. The Shift Manager ensures that all standards for cleanliness and sanitation are met or exceeded, with particular attention to restrooms, table tops; booth backs and seats; and chair seats, silverware, plateware, and glassware, dining room floors, and salad bar. The Shift Manager implements new or approved changes in policies, procedures and/or operation standards. This involves attending training sessions, reading "Rollout Guides" or other resources, assisting the RGM with training restaurant team members of new procedures or changes, participating in crew training and other actions in the restaurant to assure full and correct implementation, and if requested by the RGM, assisting with updating all manuals, resources and job aids as required.

People
The Shift Manager maintains positive team member relations and a positive and productive workplace, which involves building relationships with team members based on mutual trust and respect. The Shift Manager communicates and follows the Daland "5 Star" Vision and Core Beliefs. The Shift Manager promotes teamwork. The Shift Manager is familiar with benefits available to team members, and refers appropriate questions to the RGM regarding these benefits. The Shift Manager informs the RGM of all team member grievances. The Shift Manager performs correct and consistent administration of team member disciplinary procedures, and discusses all recommended discipline with the RGM. The Shift Manager assures 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. The Shift Manager performs consistent administration of and compliance with Company policies and procedures. The Shift Manager communicates effectively with the crew and management team. The Shift Manager assures team member understanding of the Daland Corporation organization structure and career opportunities within the Company. The Shift Manager assists the RGM with managing the size and quality of staff. The Shift Manager plans, recruits, and hires to assure a full staff at all times and to assure adequate time for processing MVR.