Tim Hortons Operations Manager

Job Summary

As the Operations Manager, you are officially employed by Tarbell Management Group, LLC. You will conduct business according to the details of your job description and the employee manual, making the customer our # 1 priority. As a member of the Tarbell Management Group LLC team you will be required to live and breathe our mission to deliver excellence in the Markets we serve.

Organizational mandates

• The Operations Manager is responsible for the opening hours of operation of the Café & Bake Shop and will ensure its success measures are met.
• The Operations Manager is responsible to lead by example, demonstrate and reinforce with the associates that the customer is top priority and must have the team project a positive customer experience by smiling, maintain eye contact and have a sincere thank you to the customer.
• The Operations Manager is responsible to ensure the team and the operations is adhering to the high Tim Horton’s, and TMG standards, measured through the Steritech Report, Daily Inspection Logs and is maintained throughout all day parts.
• The Operations Manager is responsible for ensuring the care, repair and maintenance of all equipment used in the operations.
• The Operations Manager is responsible for driving and generating sales through external sources and through normal patronage of customers daily.
• The Operations Manager is responsible for following the budgeted productivity standards set in the annual budget for food costs, paper costs and labor costs.
• The Operations Manager is expected and responsible for listening, leading and developing their team members to success and holding their team members accountable on our standards and deliverables.
• The Operations Manager is responsible for setting daily goals for the team to constantly improve on our accuracy, speed of service, hospitality, upselling and operational standards.
• The Operations Manager is responsible to maintain proper inventory levels based on sales and yield of products.
• The Operations Manager is responsible for ensuring that all team members follow safety guidelines and procedures and promotes a safe working environment.
• The Operations Manager is responsible for understanding and navigating through the POS, Back Office System and Accounting System that is provided for you at Tim Horton’s, and TMG
• The Operations Manager is responsible for achieving Serv-Safe Certification and ensure the appropriate team members are certified and follow the food safety guidelines.
• The Operations Manager is responsible for actively recruiting customer focused team members, maintain adequate staffing levels according to projected sales, properly orient and train team members
  
  

Postural & Physical Demand Requirements

Frequent reaching above waist, chest and shoulder level as well as below waist level

Frequent to continuous need for manual dexterity of both hands (handling, gripping, fine finger controls etc.)

Continuous standing on tiled surfaces for all tasks

Frequent hip flexion while walking for all tasks

Frequent lifting of boxes of supplies / Products weighing from <5 – 50 lbs. vertically from floor to knuckle height

Occasional lifting of milk crates weighing between 5 – 30 lbs. vertically from floor to knuckle height, knuckle to shoulder height or from fridge to counter height

Frequent exposure to cold/ below freezing and high heat temperatures (walk-in refrigerator and freezers, ovens)

This job description in no way states or implies that these are the only duties to be performed by this employee. He or She will be required to follow any other instructions and to perform any other duties requested by his or her supervisor.

Success factors

• We will know the Franchise Operations Manager is successful when they achieve their budgeted income goals
• We will know the Franchise Operations Manager is successful when they achieve their Customer Satisfaction goals
• We will know the Franchise Operations Manager is successful when they achieve their Associate Satisfaction goals
• We will know the Franchise Operations Manager is successful when they achieve their Volume Goals
• We will know the Franchise Operations Manager is successful when they achieve their Average Check Goals
  
  

Behavioral Characteristics

• The Operations Manager must initiate and cultivated a positive relationship with their team which is adhering to the company’s mission and values.
• The Operations Manager must be able to effectively communicate (written and oral) with customers in a way that attracts and maintains customer attention in one on one discussion.
• The Operations Manager must be able to communicate effectively to all members of the team the goals of the company and ensure they all understand their role in contributing to a successful company.
• The Operations Manager must be able to communicate honestly and openly to engage in respectful conflict and commit when decisions are made.
• The Operations Manager must develop their direct reports by holding direct report performance reviews at least annually and have frequent monthly discussions to ensure proper communication and execution of the company goals. They must also spend time with frontline associates and ensuring their direct supervisor is developing and treating them fairly.
• The Operations Manager must maintain a positive attitude during difficult times and in positive times. They must cultivate and maintain a winning attitude and customer service atmosphere where they are the most important person.
• The Operations Manager must make decisions based on all the information they have according to the timeline they have to ensure it has the best interest of the company at hand.
• The Operations Manager must maintain a positive personal image that mirrors the culture and reputation of the company.
  
  

Qualifications

Minimum Job Entry Requirements

• Must have at LEAST 2 years of management experience in a similar food & beverage/QSR operations that has no less than $1m in gross sales.
• Must have previous experience at excelling in company standards, receiving awards and accolades is preferred.
• Must have had experience in a timed service environment (i.e. Drive Thru) to ensure speed and accuracy of service is accomplished.
• Must have had experience in a fast pace day to day operations and are able to handle high volume.
• Must have a High School Diploma, preferred College Degree in Business.
• Must have had experience in developing teams and individuals.
• Must have had excelled in Customer Service, receiving awards and accolades preferred.
• Must have a valid Driver’s License and Car Insurance
• Must have Strong Communications Skills (Written, Verbal)
  
  

CONCLUSION

This job description will give you a guideline to use to help ensure your success in your position. Tim Horton’s, and TMG are committed to ensuring customer and employee satisfaction. Considering your customers’ or Tim Horton’s, or TMG’s needs we may change or alter some of the responsibilities of a position in order to accommodate our business success.