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1. Main Function of the Role

The Shift Supervisor is responsible for executing the restaurant plan during their shift in alignment with KFC systems and processes. The role involves fostering a winning culture through HWWT principles, maintaining operational standards, and delivering on both customer and team promises.

 

2. Key Performance Areas

a. People Leadership

• Utilize HWWT principles to promote a positive team culture.
• Ensure optimal staffing and correct deployment during shifts.
• Support and guide team members to adhere to product procedures and standards.
• Oversee and assist with training plans for new team members.
• Handle employee relations issues in collaboration with the RGM and ARM.
• Ensure compliance with Health, Safety, and Food Hygiene regulations.
• Assist with quarterly training initiatives and new product launches.
• Enforce company security procedures to safeguard people, premises, stock, equipment, and finances.

b. Customer Focus

• Create and sustain a customer-focused environment appealing to diverse customers.
• Collaborate with RGM/ARM to address ROCC evaluation issues and implement corrective actions.
• Handle customer complaints in accordance with company policies, escalating when necessary.
• Support GES plans using company tools to consistently meet customer satisfaction standards.
• Ensure timely resolution of Health Department audit issues.

c. Sales Management

• Drive sales by maintaining exceptional operational standards and customer service.
• Set and communicate bold sales goals to team members.
• Promote a strong sales culture and manage team member incentives.
• Train team members on new products to optimize sales.
• Motivate team members to excel in driving sales-oriented behavior.

d. Profit Optimization

• Control restaurant costs, including labor, food, maintenance, and consumables.
• Protect company assets through preventative maintenance and cleaning protocols.
• Address stock variances and discrepancies in alignment with company policies.
• Use system reports to ensure product availability and address inconsistencies.

e. General Responsibilities

• Stand in for ARM when required.
• Assist in the rollout of new products.
• Represent KFC at community and commercial events.
• Embrace and implement changes to KFC SA/YUM! systems and processes.

 

3. Qualifications and Experience

• Prior experience managing a shift in a similar environment.
• Basic HR/IR knowledge, including disciplinary and grievance processes.
• Familiarity with operational systems and standards in the food service industry.
• Proven ability to handle customer interactions and resolve complaints effectively.

 

4. Skills and Attributes

• Leadership and Coaching: Ability to lead and motivate a team effectively.
• Customer Orientation: A strong focus on customer satisfaction and service excellence.
• Communication Skills: Strong interpersonal and communication skills at all levels.
• Problem-Solving: Capacity to resolve operational issues swiftly and efficiently.
• Attention to Detail: Keen oversight of operational standards, product procedures, and cost controls.
• Adaptability: Embraces changes in systems, processes, and product offerings with ease.

 

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