Shift Supervisor

Role summary

The Shift Supervisor role is a hands-on operational position focused on leading staff during a shift. The job exists to make sure standards are consistently met across team performance, product quality, cleanliness, and exceptional guest service.

People management

• Set the tone by treating team members and guests with fairness and respect.
• Address shift-related issues promptly as they arise.
• Give clear, ongoing guidance to team members throughout the shift.
• Help maintain a lively, positive workplace that encourages the team to hit performance goals.
• Train, onboard, and observe new team members to support their development.
• Share feedback with the Store Manager about team performance, whether positive or negative.
• Support adequate staffing during all hours and step into different roles during peak times to keep service levels strong through active floor leadership.

Guest service and hospitality

• Show through action that guests come first and encourage the same approach in the team.
• Handle guest interactions in a courteous and timely way while maintaining a strong sense of urgency.
• Resolve guest complaints quickly and work to turn difficult situations into positive outcomes.

Operations management

• Follow and enforce all operating standards.
• Ensure products and packaging are displayed, stocked, and maintained properly.
• Take responsibility for shift cash handling procedures.
• Use the work schedule effectively to support smooth operations.
• Oversee completion of primary and secondary duties by team members.
• Make sure store rules are followed during the shift, including cash handling, meal and break rules, and food safety practices.
• Stay updated on new information such as product launches, promotions, and discount plans.
• Support the Store Manager in improving sales and transaction volume during the shift.
• Complete required shift records such as waste logs, manager walk-throughs, and store checklists.
• Escalate issues or concerns to the immediate supervisor when needed.

Health and safety

• Understand and follow safe work methods and procedures.
• Use required protective equipment or clothing as needed.
• Report injuries, illnesses, accidents, unsafe conditions, security incidents, and any breach of health and safety rules to the Store Manager or Area Manager.
• Avoid operating equipment or working in any way that could put anyone at risk.
• Ensure health and safety rules are followed throughout the shift, including proper documentation of work-related incidents and accidents.

Cashiering and equipment oversight

• Check that store equipment is functioning properly.
• Count the cash in the till at the start of the shift to confirm the amount and ensure sufficient change is available.
• Process payments by cash, card, vouchers, or automatic debits when required.
• Issue receipts, refunds, or change accurately when needed.
• Keep checkout areas clean and organized.