SUPERVISOR
A. ALWAYS FRESH EVALUATION
§ Merchandising and product requirements
§ Interior store cleanliness (tables, glass, bathrooms)
§ Proper coffee brewing procedures followed
§ Manage the floor from the front door to the swinging doors. Ensure operations are above “Always Fresh” standards.
B. HOSPITALITY & CUSTOMER SERVICE
§ Greeting with a smile
§ Fast, efficient, listens attentively
§ Eye contact, acknowledgement, sense of urgency
§ Be an example of the S.E.T. program and ensure all employees are S.E.T.
§ Suggestive selling
§ Host/Hostesses in proper uniform (hat, hairnet, nametag, shoes, buttons, belt, pressed, clean, shirts tucked in, jewelry, tattoos covered)
§ Two part thank you
§ Proper packaging
§ Handle all in store customer concerns and complaints. Empower the employees to resolve and reduce complaints at floor level.
Drive Thru (If Applicable)
§ Friendly greeting (sound like you are smiling)
§ Smile and greeting at the window
§ Order total given, “Please pull ahead to the window”
§ Repeat orders back at the speaker if a large or complicated order
§ Proper packaging
C. FOOD HANDLING SAFETY
§ Time and temperature log completed
§ Action taken and documented if needed
§ Proper handwashing
§ Proper glove use
§ Proper dish handling
§ Proper cloth colour code
§ Proper sanitization methods used consistently
D. SPEED OF SERVICE
§ Proper greet times (acknowledge customer)
§ Drive-Thru –Peak 25 second window time, Non-Peak 60 second total line time.
§ Bagels, 65 seconds
§ Soup & Sandwich, 60 seconds
§ Grab N’ Go, 35 seconds
§ Record SOS results for store
§ Ensure Pre-lunch checklist is being used and the store is prepared for the rush
E. POSITIONING
§ Tandem Team versus Grab N’ Go Service
§ Build up and tear down front counter and drive thru teams according to sales distribution (x-readings, lineups, productivity rates). Complete a productivity reading at set intervals.
§ Organize and run breaks
§ Organize secondary duties-ensure use of the Cleaning Checklists at each station
§ Delegate tasks
§ Float, help where needed (don’t always lock into a position)
§ Supervise and coordinate employees on the floor
§ Communicate with manager on duty, run for staff (keep staff in positions on the floor)
F. TEAM LEADERSHIP
§ Pre/Post shift staff rallies/meetings
§ Energetic/enthusiastic/positive
§ Control/coordinate/prioritize
§ Smile and ask with a “please and thank you”
§ Be supportive and help out where needed
§ Trouble-shoot and react
§ Set SMART goals for your shift. Be prepared to review goals during weekly team meetings.
§ Complete POCs (Performance Observation Checklists) quarterly on each position in the store to submit to Manager.
§ Help with shift coverage as organized by your Store Management Team.
§ Process staff purchases and ensure correct use of the Employee Sign In book
§ Manage void percentages and policies
§ Resolve performance issues on the floor with employees. Hold informal meetings with employees to discuss expectations. Document all meetings through the use of the ‘Realignment of Expectation Form’.
Current November 1, 2021
Opportunity, flexibility and new challenges every day are just a few of the reasons you’ll be happy you came on board. When you work at Tim Hortons, you’ll feel right at home. It’s a fun, flexible environment where guests are your neighbours, where co-workers are your friends and where simple acts make for a lasting impression. We’d love for you to join the team. Because it’s the people that make Tims, Tims. And we’re looking for people like you.
By submitting this application, I acknowledge that most Tim Hortons® restaurants are independently owned and operated by franchisees. In that regard, I understand that I may be applying to a Tim Hortons® restaurant owned by a franchisee and, if so, any hiring decisions will be made by the franchisee. Accommodations available upon request.
Floor Supervisor • Kingston, ON, Canada
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