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.
Locations: Mafeteng | Thetsane | Pioneer | Masianokeng | Bus Stop
Closing Date: 16 June 2025