The Shift Supervisor is responsible for leading team operations during assigned shifts. This role ensures consistent execution of KFC standards in food quality, service, cleanliness, and strict adherence to uniform standards and company policies (including but not limited to no cellphone use during work hours, professional appearance, and proper uniform compliance). The Shift Supervisor sets the tone for the shift, motivates the team, ensures compliance with all operational procedures, and provides real-time coaching to achieve performance goals.
The position requires a valid driver’s license, reliable vehicle for transportation, active car insurance, and basic computer skills. The Shift Supervisor must successfully pass all ROCC evaluations at all times, complete bank deposits as required, and be available for relocation if business needs require.
Key Responsibilities:
- Shift Leadership
- Execute daily operations according to company procedures.
- Assign workstations and ensure proper coverage in all areas.
- Monitor product levels, holding times, and food quality, follow projections and waste management.
- Verify that all safety and cleanliness standards are met throughout the shift.
- Team Development & Communication
- Lead pre-shift meetings to communicate goals and priorities.
- Provide on-the-job training, feedback, and recognition to Team Members.
- Enforce attendance, appearance, and performance expectations.
- Report performance issues or incidents to management.
- Customer Focus
- Deliver outstanding guest service by monitoring hospitality and accuracy.
- Address guest complaints immediately and professionally.
- Support add-on selling and upselling initiatives to drive sales.
- Administrative Support
- Complete shift paperwork, including cash counts, temperature logs, and product tracking.
- Assist in managing labor within targets by controlling breaks and deployment.
- Support RGM/Assistant Manager with inventory counts and prep levels.
- Safety & Compliance
- Maintain a safe and secure environment for guests and employees.
- Ensure all policies, food safety, and sanitation requirements are met.
- Support incident reporting and documentation as needed.
Expectations:
- Greet Guests:
- Every guest must be greeted with a warm, friendly smile and eye contact within 5 seconds of entering or approaching the counter or drive-thru.
- Use polite and positive phrases such as:
- “Hi, welcome to KFC! How are you today?”
- “Thank you for coming in! What can I get started for you?”
- Provide Efficient Service:
- Take accurate orders quickly and confirm them clearly before processing.
- Maintain professionalism and a calm attitude, even during busy periods.
- Ensure that every order meets KFC quality and accuracy standards.
- Implement Upselling:
- Offer guests value items or upgrades that complement their order, using suggestive selling language. Examples:
- “Would you like to make that a combo today?”
- “Would you like to add a dessert or drink to your meal?”
- “Our new chicken sandwich has been a favorite — would you like to try it today?”
- Upselling is not optional; it is part of our guest service standard and contributes directly to restaurant performance.
- Close with Appreciation:
- Thank each guest sincerely and invite them back.
- Example: “Thank you for choosing KFC! We’ll see you next time.”
