The Manager in Training (MIT) / Manager (MGR) will learn to manages the delivery of the customer promise through financial controls, operations, direction of team member, customer service and compliance within the scope of an assigned shift. The Manager in Training has full accountability for restaurant operations during assigned shift when restaurant management is not present.
PRINCIPAL RESPONSIBILITIES AND KEY ACTIVITIES: 1. Leads Shift Operations: Directs efficient and accurate preparation of products for prompt customer delivery within the established speed of service guidelines. Provides production direction to team member concisely (Leads People) Sets an example for team member by working hard to ensure swift and smooth production (Gets Results) Identifies and resolves bottlenecks in food preparation and customer delivery to increase speed of service (Solves Problems) Remains patient and positive with team member while delegating tasks and giving production instructions (Influences Others) 2. Leads Customer Promise Delivery: Motivates team members to do what it takes to exceed customer expectations with food and friendly service in clean surroundings while consistently adhering to quality, service, cleanliness standards during every shift Makes an excellent impression on customers and team member through positive, courteous, and friendly attitude (Influences Others) Works quickly with team member to resolve customer complaints in a friendly and professional manner (Influences Others/Solves Problems) Directs team member to take pride in the details of delivering the customer promise and Brand Delivery Standards (Gets Results) Demonstrates flexibility to meet different team needs to ensure customer promise delivery (Can Play Many Roles 3. Builds Team Member Talent: Supervises Team Member during shift and trains team members on each of the workstations as needed; builds basic understanding of employment law and Shake Shack employee policies and procedures Delegates work to team members in a way that encourages them to work together during shift to ensure the restaurant operates to Shake Shack standards (Leads People) Assists Restaurant Management Team in training team members on workstations and making them feel their contributions are valuable (Leads People) Sets challenging goals for self and team member during shift and ensures accountability (Shows Drive/Leads People) Seeks new knowledge of employment laws and policies and welcomes new responsibilities in building team member talent (Learns Quickly, Can Play Many Roles) 4. Assists with Profit and Loss Management: Follows cash control/security procedures and helps to maintain inventory and manage labor costs While leading shift, uses expertise to manage checklists, cash reporting, inventory, scheduling, etc. (Has Expertise) Seeks new knowledge and coaching from others to increase understanding of restaurant financial controls (Learns Quickly) Helps to remove barriers and provide resources for team member and restaurant to perform well (Solves Problems) 5. Ensures Compliance: Assists the restaurant management in the compliance of government regulations/employment law, food safety, National Security, operations and shake shack policies and procedures relating to all restaurant activities across all shifts. Supervises team members to do what it takes to maintain the restaurant and equipment cleanliness and sanitation standards (Gets Results) Takes initiative to immediately report violations of safety, sanitation or security policies to restaurant management (Has Expertise/Shows Drive) Motivates team members to comply with loss control procedures and to maintain a safe and secure environment for customers and other team members (Leads People) Demonstrates that he/she can be relied upon to maintain compliance during shift (Influences Others)
NOTE: ACTIVITIES OUTSIDE MANAGERS SCOPE 1. Certain administrative responsibilities are inappropriate for the Manager such as: ordering product, new hire orientation, performance reviews, payroll input, scheduling and weekly or monthly sales reporting. 2. The Manager does not assist the salaried management in certain hiring practices of team members, i.e., interviewing and hiring or termination practices. 3. The Manager does not conduct any formal counseling procedures. The Manager may send an employee home until formal counseling can be conducted by an appropriate General manager
MINIMUM QUALIFICATIONS: 1. Must be at least 18 years of age. 2. Diploma or equivalent, with tertiary education preferred 3. Demonstrated leadership skills with a minimum of six (6) months of excellent performance standards with a QSR restaurant or a comparable work record in a restaurant or in the retail/hospitality industry is preferred 4. English language proficiency that enables speech expression clarity and proficient reading and verbal comprehension 5. Proficient math skills and window-based computer literacy. 6. Internal certifications, including Guest Service Expert (GSE), and any other courses deem necessary by the local authorities, to be completed within sixty (60) days of hire (must be completed for promotion) 7. Other in-house certifications, including WSQ based coursers to be completed within one year of hire/promotion to this position.
