Steward

Job Title: Shift Manager
Department: Operations
Industry: Food & Beverage / QSR
Reports To: Assistant Restaurant Manager / Restaurant Manager

1. Job Summary

The Shift Manager is responsible for managing daily restaurant operations during the assigned shift, ensuring smooth service, customer satisfaction, food quality, hygiene, and employee productivity. The role involves supervising team members, managing cash and inventory, following company SOPs, and achieving operational targets.

2. Key Responsibilities

A. Shift Operations

• Manage day-to-day restaurant operations during the assigned shift.

• Ensure the outlet opens and closes as per company SOPs.

• Monitor order preparation, billing, packing, and delivery timelines.

• Ensure smooth coordination between Front of House (FOH) and Back of House (BOH) teams.

• Monitor sales, customer footfall, and overall shift performance.

B. Team Management

• Allocate duties and responsibilities to team members based on operational requirements.

• Monitor employee attendance, punctuality, grooming, and discipline.

• Train and guide team members on operational procedures and service standards.

• Ensure adequate staffing and proper deployment during peak hours.

• Report employee performance issues and operational concerns to the Restaurant Manager.

C. Customer Service

• Ensure customers receive prompt and quality service.

• Handle customer complaints professionally and provide appropriate resolutions.

• Monitor order accuracy, presentation, and service time.

• Maintain a positive customer experience throughout the shift.

D. Food Safety, Quality & Hygiene

• Ensure compliance with food safety, hygiene, and sanitation standards.

• Monitor food preparation, storage, temperature, and product quality.

• Check expiry dates and ensure FIFO (First In, First Out) practices.

• Prevent the use or sale of expired, damaged, or poor-quality products.

• Ensure all employees follow personal hygiene and grooming standards.

E. Cash & Billing Management

• Ensure all orders are billed correctly through the POS system.

• Monitor cash handling, cash deposits, and shift-end cash reconciliation.

• Prevent unauthorized voids, discounts, cancellations, and billing irregularities.

• Report cash shortages, excess amounts, and billing discrepancies immediately.

• Ensure compliance with company cash-handling procedures.

F. Inventory Management

• Monitor stock availability and ensure proper product storage.

• Conduct stock counts and verify inventory against system records.

• Minimize wastage, pilferage, and stock discrepancies.

• Ensure proper recording of wastage, transfers, and stock adjustments.

• Raise replenishment requests to avoid stockouts.

G. Compliance & Reporting

• Ensure adherence to company policies, SOPs, and audit requirements.

• Maintain shift reports, checklists, temperature logs, and other operational records.

• Address audit observations and implement corrective actions.

• Report incidents, operational issues, and policy violations to the reporting manager.

• Ensure proper handover of cash, stock, pending orders, and operational updates to the next shift.

3. Eligibility Criteria

• Education: Minimum 12th pass; graduation preferred.

• Experience: 1–3 years of experience in restaurant or QSR operations, preferably with supervisory experience.

• Skills: Leadership, communication, customer service, problem-solving, and team coordination.

• Technical Skills: Basic computer knowledge and familiarity with POS and inventory systems.

• Other Requirements: Willingness to work rotational shifts, weekends, and holidays as per business requirements.

4. Key Performance Indicators (KPIs)

• Sales and operational target achievement.

• Customer satisfaction and complaint resolution.

• Order accuracy and service time.

• Food safety, hygiene, and audit compliance.

• Cash reconciliation accuracy and billing compliance.

• Inventory accuracy and wastage control.

• Employee attendance, productivity, and training compliance.

• Adherence to company SOPs and operational standards.

5. Key Competencies

• Team leadership and people management.

• Strong operational ownership.

• Customer-focused approach.

• Integrity and accountability.

• Decision-making and problem-solving.

• Time management and multitasking.

• Ability to work under pressure.

Role Objective: To ensure efficient shift operations, consistent food quality, excellent customer service, effective team management, and complete compliance with company standards.

• It is a Full Time Waiter / Steward job for candidates with 1 - 5 years of experience.