Learning Objectives
The Manager and Trainer should work towards achieving the below learning objectives during the on-top training & practice-on-shift culminating in a passed validation.
Learning Objectives: Lead and optimize team performance during the Manager Shift.
1. Effective Team Positioning – Understand how to strategically position the team using the Team Positioning Framework to optimize shift performance.
2. Delegation & Accountability – Learn how to delegate tasks effectively, ensuring team members are accountable and have opportunities to demonstrate their capabilities.
3. Utilising the Whiteboard – Master the use of the Whiteboard as a daily tool to organize team roles, track KPIs, and ensure all tasks are completed on time.
4. Leadership Presence & Store Performance – Recognize the importance of maintaining a strong leadership presence, being proactive, and ensuring smooth store operations throughout the shift.
Team Positioning Framework
The Manager will create their team positioning based on the Team Positioning Framework.
When setting up the team for the day two rules must always be followed:
This can be seen in the example below.
When the Manager Shift covers unassigned positions, it does not mean the manager must complete all tasks personally. Instead, the manager is responsible for delegating all tasks within those positions effectively.
The Below examples shows how the Manager can delegate their responsibilities to assigned positions.
Team Positioning Roles
The specific goals for each role can be accessed in the printable Role Goals here:
These are the cards we use when a new Juicer clocks in. The role goals outline what is expected from the Juicer. Based on the Juicer's experience, adapt your approach to either introduce, direct, or support the Juicer in their new role.
The whiteboard is the Manager's daily tool to ensure the team is properly set. Therefore, it is important for the Manager to use the whiteboard every day.
The whiteboard is a visual tool that outlines team positions, responsibilities, daily sales targets, and the key tasks that need to be completed during the shift. It helps keep the shift organized, clearly displays team roles, and promotes accountability. By providing transparent communication, the whiteboard ensures everyone knows what needs to be done and who is responsible for each task. When tasks are visibly assigned, team members are more likely to follow through, making it easier to monitor progress and address any issues if tasks aren’t completed to standard.
How to use the whiteboard
The Whiteboard is divided into six sections:
The Shift Manager is responsible for filling out: Team Positioning, Cleaning Tasks, and Daily Sales Targets. To fill out the three areas, the Shift Manager will use the tools available: WP2, RiskProof, and the Commercial KPI Report.
Team Positioning: Open Shiftplanner on WP2, start out by assigning the opening team (early shifts) to team positioning roles. Remember to be aware of overlapping shifts, so you follow the Team Positioning Framework → Till Captain and Manager Shift first.
Cleaning Tasks: Open the RiskProof app, identify the Daily Cleaning Tasks from the cleaning task list. Assign Juicers on shift. Remember to avoid assigning more complex tasks to middle shifts → No tasks should be executed during the Lunch Rush.
Daily Sales Target: Open the Commercial KPI Report on the POS, note down the daily targets. Ensure that the Till Captain is aligned and understands the targets.
See the example below on how a Whiteboard could look:
Your daily to-dos when running a Manager Shift are to:
For High Turnover stores with many managers on shift during the day, it is recommended to utilize the Manager Shift Handover checklist. This way, we ensure that the next Manager clocking in is up to speed with the status of the store.
The Manager on shift is also the person in charge. This means that if a guest raises a complaint or experiences any issues, the Manager must take appropriate action. This is essential not only to deliver a great guest experience, but also to ensure compliance.
To ensure we both deliver a great guest experience, handle guest issues & complaints staying compliant we must follow some measures.
"All learnings from being a Shift Manager can and should be applied during the Manager Shift. It is the culmination of everything — the moment where the Shift Manager truly excels in their role. The Manager is responsible for keeping all the cogwheels in motion by actively running them.
While on the Manager Shift, the Shift Manager applies their full skillset to ensure that daily operations not only run smoothly but also perform at a high level.
Lets break each cogwheel down.
In conclusion, the Manager Shift is where leadership comes to life. By applying the Joe Leadership principles and executing with purpose throughout the day, the Manager drives accountability, consistency, and performance. Through clear delegation, strong follow-up, strategic use of peak periods, and dynamic on-the-go management, the Manager ensures the shift runs smoothly — with Till, Speed, and Look always in balance.
To truly master the Manager Shift, the Manager must apply all their skills to bring out the full potential of the team to maximise store performance. This is done by adding "oil" to the cogwheels so it all runs smoothly.
Learning objectives in practice:
1. Master Team Positioning – Apply the Team Positioning Framework to strategically assign roles and optimize team performance during the Manager Shift.
2. Delegate Effectively – Delegate tasks to team members, ensuring accountability and providing opportunities for them to showcase their capabilities.
3. Utilize the Whiteboard – Use the Whiteboard daily to track team roles, KPIs, and tasks, ensuring clear communication and organized operations.
4. Maintain Leadership Presence – Lead by example, proactively manage the shift, and ensure store performance through consistent leadership and support.
5. Mastering the Manager Shift - Use all skills learned to uphold a smooth and high performing operation.
Following exercises must be carried out as part of the training:
The Shift Manager will run 5 Manager Shifts with increased focus points.