Manager Shift

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Learning Objectives
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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.

Introduction

This module focuses on mastering Team Positioning to lead a successful Manager Shift. Learn how to strategically assign roles, delegate tasks, and use tools like the Whiteboard to ensure smooth operations and high performance.

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:

  1. Till Captain and Manager Shift must always be covered during all opening hours
  2. The Manager shift will cover all unassigned positions

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:

Rest of World

United States

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.

Ensure a nice-looking Counter Product Display
Double check prep for the rest of the day
Maintain Customer Area + Toilets & Outdoor Area - every 15th minute
Carry out 2nd shift-change
Carry out evening temperature check
Execute re-stock
Control the music
Pre-clean: Guest Areas
Pre-clean: Stations
Register Afternoon traffic as done on Trail
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Ensure a nice-looking Counter Product Display

Maintain a presentable look of the counter products throughout the afternoon

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Double check prep for the rest of the day

- Is the prep for sure going to last for the whole day?
- If not, prep the missing ingredients and inform the BM of lacking prep

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Maintain Customer Area + Toilets & Outdoor Area - every 15th minute

- Regularly tidy customer areas minimum every 15 minute
- Clean tables & floor
- Arrange furniture & puff pillows
- Toilet: toilet paper + hand towels + soap + clean floor + clean toilet
- Outdoor area: Clean tables + no trash on ground + neat and well-arranged furniture
- Take all Porcelain Cups to the dishwashing area and clean them with water

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Carry out 2nd shift-change

- If another shift change is incorporated in DWCF
- Follow shift-change procedures

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Carry out evening temperature check

Use the pyrometer to check the temperatures of all fridges and freezers in the store

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Execute re-stock

- Go through the whole bar area and check how much stock of each item there is left compared to the ideal stock list
- Write down a list of all needed items for the bar to be fully restocked for the next day
- Get the items in the stockroom
- Distribute the items to their designated place in the bar
- Restock done
- This should last until the following day’s restock is executed

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Control the music

- Choose [3. Afternoon] playlist from the music app
- Ensure suitable music volume

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Pre-clean: Guest Areas

- Wipe off all tables and seating
- Wipe off all trashcans tops
- Sweep the floor thoroughly
- Wipe off Coffee Corner and organise all coffee condiment
- Place back all furniture / plants and other interior elements to its designated place
- Puff up pillows and organise them at their designated place

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Pre-clean: Stations

- Sweep the floor thoroughly
- Clean facades (fridge and cabinet doors) in whole bar thoroughly with a multipurpose cleaner
- Disinfect all handles

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Register Afternoon traffic as done on Trail
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Turn on machinery
Check yesterday’s cleaning of the bar area
Open Tech Devices
Setup Guest Area
Check temperatures
Distribute cloths and gloves
Disinfect prep area
Prep all workstations
To-go area
Set-up Display
Start music – [1. Morning]
Make sure the store is presentable and well-functioning for opening
Finish all remaining prep on the juice station
Tidy Customer Area + Toilet & Outdoor Area - every 30th minute
Open trail (daily task app)
Carry out cleaning tasks
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Turn on machinery

- Dishwasher
- Sandwich grills
- Coffee station
- Blenders
- Centrifuge
- Fridges and freezers
- Digital menu screens

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Check yesterday’s cleaning of the bar area

It is your responsibility to sort it out before opening
Inform BM of lacking cleaning procedures
    - Bar Floor
    - Facades
    - Surfaces
    - Cabinets

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Open Tech Devices

- Type in 1x coffee on your employee number
- Check if the order appears on the List
- If it doesn’t, try and reconnect the List
- Check terminals

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Setup Guest Area

- Check yesterday’s cleaning
- Setup whole Customer Area & the Outdoor, so it looks nice and welcoming for the morning guests
- Puff up all pillows and place them neatly

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Check temperatures

- Use the pyrometer to check the temperature
- Register temperatures in Trail

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Distribute cloths and gloves

- Place 1 cloth next to the espresso machine steamer
- Place 2 cloths at the dishwashing area
- Make sure there is enough gloves until next Shiftchange

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Disinfect prep area

Apply a few sprays of sanitiser and wipe off with a cloth

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Prep all workstations

- Check remaining prep
- Follow Ideal Prep
- Write down in a list with all needed prep

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To-go area

All to-go material should be placed on the designated to-go area and filled up with following items

  • Large + small bags
  • Staplers
  • Cup-holders
  • Counter product boxes
  • Stickers
  • (App flyers, napkins, marking pen, shot lids)

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Set-up Display

Set-up coffee condiments, arrange coffee porcelain cups,  juice display and re-fill Counter Product by following CP guide

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Start music – [1. Morning]

Control the volume

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Make sure the store is presentable and well-functioning for opening

- Clean surfaces thoroughly before open
- Ensure all equipment used for prepping is discarded
- Unlock and open doors 5 minutes before opening time

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Finish all remaining prep on the juice station

- Finish all remaining prep
- If a guest enters the store, immediately stop prepping
- Welcome all guests with a smile (1st priority no matter what)

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Tidy Customer Area + Toilet & Outdoor Area - every 30th minute

- Regularly tidy customer areas minimum every 30 minute
- Clean tables & floor
- Arrange furniture & puff pillows
- Toilet: toilet paper + hand towels + soap + clean floor + clean toilet
- Outdoor area: Clean tables + no trash on ground + neat and well-arranged furniture

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Open trail (daily task app)

- Type-in username and password
- Tick off tasks as they are carried out

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Carry out cleaning tasks

- Never let cleaning tasks compromise a guest experience
- Get cleaning tasks done before lunch rush

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Whiteboard

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:

  • Team Positioning
  • News/Shoutouts
  • Cleaning Tasks
  • KPI Targets
  • Sales Targets
  • Training Focus

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:

The store must look open and welcoming
Pre-Close Sandwich station
Pre-Close Salad station
Pre-Close Juice station
Pre-Close Till area and send out area
Register Pre-close as done on Trail
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The store must look open and welcoming

- Keep the doors open
- Focus on the welcome and recognise all guests approaching the store with a hello and a smile

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Pre-Close Sandwich station

- Clean chopping boards with soap and hot water before dishwasher
- Change all canteens
- Wipe off cooling grave with both multipurpose spray and sanitiser
- Deep clean sandwich station countertop
- Wipe off all touch points and surfaces with a cloth and sanitiser

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Pre-Close Salad station

- Change all canteens
- Clean the cooling grave before placing back the canteens
- Deep clean salad station countertop
- Wipe off all touch points and surfaces with a cloth and sanitiser

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Pre-Close Juice station

- Close down one blender station
- Clean blender can and jar pad
- Deep clean blender station bottom (sides, bottom, and wire)
- Clean surface underneath blender
- Clean area below juice cups, straws and lids
- Deep clean sneezeguard and all splash guards dividing the workstations
- Change all canteens
- Clean the cooling grave before placing back the canteens
- Deep clean juice station countertop
- Wipe off all touch points and surfaces with a cloth and sanitiser

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Pre-Close Till area and send out area

Deep clean the till area and send out area countertop

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Register Pre-close as done on Trail
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Refresh all workstations and prepare for rush
Check all bar bins
Clean dishwashing area
Counter products
Sweep bar floor
Customer area
Maintain Customer Area + Toilets & Outdoor Area - every 15th minute
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Refresh all workstations and prepare for rush

- We need to be 100% prepared on all workstations to execute the rush to perfection
- Refill all ingredients and displays
- Refill all work material and equipment
- Wipe off all surfaces
- Disinfect all touch points with sanitiser

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Check all bar bins

Change all bar bins and trashcans

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Clean dishwashing area

- Run all equipment on the dishwasher station through the dishwashing machine
- Place back all clean equipment at their designated places
- Tidy and clean dishwashing area

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Counter products

Ensure Counter Products are filled according to the Counter Product Guide

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Sweep bar floor

Sweep floor thoroughly by asking fellow Juicers to quickly move away

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Customer area

- Clean tables with sanitiser
- Change trashcans if more than 25% filled
- Puff up pillows
- Arrange furniture back to their designated places
- Take all Porcelain Cups to the dishwashing area and clean them with water

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Maintain Customer Area + Toilets & Outdoor Area - every 15th minute

- Regularly tidy customer areas minimum every 15 minute
- Clean tables & floor
- Arrange furniture & puff pillows
- Toilet: toilet paper + hand towels + soap + clean floor + clean toilet
- Outdoor area: Clean tables + no trash on ground + neat and well-arranged furniture
- Take all Porcelain Cups to the dishwashing area and clean them with water

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How to act on a Manager Shift

How to run a Manager Shift daily

Your daily to-dos when running a Manager Shift are to:

  1. Assign roles ultilizing the whiteboard.
  2. Set daily agenda for tasks, KPIs, goals on the whiteboard.
  3. Take responsibility for the unassigned positions and delegate tasks accordingly.
  4. Keep Juicer's accountable for their role (follow role goals)
  5. Manager Handover

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.

Checklist

How to be successful running a Manager Shift

  1. In-Store Feedback
    • Feedback Culture: Offer regular positive feedback, make small corrections, and handle more significant issues 1-1
    • 1st Option — Acknowledging: Continuous feedback BTC focusing on acknowledgment and attention points
    • 2nd Option — Constructive: Bring out the Juicer in the CA to deliver more in depth feedback
    • 3rd Option — Summarizing: Evaluate by giving acknowledgement and feedback end of shift. Discuss role performance and agree on coming shifts = Personal Growth
  2. Manager Presence
    • Leadership Presence: Ensure it's clear that you're there, both to lead and support “the Manager is here”.
    • Be Proactive: Take action when necessary, especially with guest complaints and daily operations.
    • Maximize Your Effort: Lead by example when working with the team BTC.
    • Transparency & Communication: Keep the team informed of changes both vocally and by utilizing the whiteboard.
  3. Task Delegation & Follow Up
    • Develop & Guide the Team: Regularly follow up with Station Leads to ensure they take full ownership of their work-station.
    • Activating on the Go: Balance Speed, Quality, Guest Experience & Cleaning through delegation
    • Elderflower Management: Delegate tasks to Juicers, allowing the Manager to focus on priorities while running the Manager Shift.

CUSTOMER CARE - Missing

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.

Use SM skillsets on Manager Shift

"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.

Mastering the Manager Shift

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.

Refresh all station
Refresh Customer Area
Counter Display
Check defrosted meat
Sweep bar floor
Empty all bar bins
Change cloths and fill up gloves
Clean dishwashing area
Take out trash
Tidy stockroom
Register Shift-change as done on Trail
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Refresh all station

- Fill up canteens using FIFO
- Fill up sandwich bread using FIFO
- Double check if there are enough prepped ingredients
- Clean sandwich grills
- Clean all facades and surfaces with a cloth and multipurpose cleaner
- Wipe off all touch points with a cloth and sanitiser
- Refill all necessary equipment on the station

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Refresh Customer Area

- Sweep the floor
- Clean all tables and chairs with a wet cloth and multipurpose cleaner
- Change the trash bin if it is more than 20% filled
- Arrange all furniture back to its designated places
- Puff up pillows

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Counter Display

Ensure Counter Products are filled according to the Counter Product Guide

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Check defrosted meat

Double check that the procedures for defrosting meat have been followed – Defrost more if needed

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Sweep bar floor

Sweep the bar floor

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Empty all bar bins

Change all bar bins if more than 20% filled

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Change cloths and fill up gloves

- Gather all the used cloths and place them in the designated laundry bag
- Take the needed number of new cloths and place them in their designated place in the bar
- Make sure there is enough gloves for the rest of the day

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Clean dishwashing area

- Make sure all equipment on the dishwasher station have been run through the dishwashing machine
- Place back all equipment at its designated place
- Clean and tidy the whole dishwashing area
- Disinfect the sink

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Take out trash

- Collect all cardboard and bin bags
- Move all trash to their designated trash container

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Tidy stockroom

- Arrange all goods of the stockroom and ensure everything is placed at their designated place
- Clean the fridge and the freezer handles with a cloth and multipurpose spray
- Sweep the stockroom floor

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Register Shift-change as done on Trail
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Sandwich station
Salad station
Juice station
Close Coffee Grinder
Clean and organise to-go area
Clean the grill area when grills have cooled down
Deep clean all sinks
Clean counter product displays
Clean Customer Area & Toilet
Do EOD count
Till area
Close down dishwasher
Take out trash and cardboard
Sweep the bar floor
Change the last bar bin(s)
Wash bar floor
Double check all equipment is turned on/off correctly
Register Trail
Deposit EOD cash
Close store
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Sandwich station

- Turn off the grills
- Wash chopping boards, knives, sandwich scraper, tuna scoop and fork
- Place pesto and tabasco in the sandwich fridge
- Make sure all lids are placed on all canteens in the cooling grave
- Clean all surfaces on the sandwich station
- Double check if all facades are clean
- Close possible open bread bag(s)
- Double check the cleanliness of the whole sandwich station

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Salad station

- Wash measure cups and tongs
- Make sure all lids are placed on all canteens in the cooling grave and ensure to store away the toppings
- Place the lemon juice and pesto in the fridge overnight
- Clean all surfaces on the salad station
- Double check if all facades are clean
- Double check the cleanliness of the whole salad station

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Juice station

- Close down one blender station
- Clean blender can and jar pad
- Deep clean blender station bottom (sides, bottom, and wire)
- Clean surface underneath blender
- Organise blender stations for the morning
- Clean fruit knife and chopping board in hand with soap and hot water
- Disassemble centrifuge: tamper, sieve, steel basket, pulp cover, steel cover
- Deep clean the centrifuge machine using a sponge and multipurpose cleaner and drying off with a clean cloth
- Deep clean sieve with soap and a sponge and rinse it thoroughly with water
- Deep clean steel basket, pulp cover and steel cover with soap, hot water and a sponge and rinse thoroughly with water
- Clean table top surface of centrifuge area and assemble the centrifuge again
- Clean pulp bucket in dishwasher and tie a new bin bag
- Scrub spill can and centrifuge scraper with soap and a brush before placing in dishwasher
- Clean all surfaces on the juice station
- Double check if all facades are clean from pre-clean
- Double check the cleanliness of the whole juice station

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Close Coffee Grinder
  • Close the hopper gate so that no beans can fall into grinding chamber
  • Grind out all coffee left in grinder burr chamber and throw
  • Remove hopper from grinder and place beans into an overnight bag or container
  • Apply steam from machine steam wand to all areas of the hopper
  • Wipe hopper dry with a non abrasive cloth or paper towel
  • Place hopper back on grinder
  • Brush off excess coffee around grinder area and wipe over grinder with dry cloth
  • Turn grinder off

* If store has 2 x grinders repeat this process on both

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Clean and organise to-go area

Clean below all to-go material and organise area for the next day

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Clean the grill area when grills have cooled down

- Brush grills using a steel brush
- Use an empty pesto bottle to blow away any excess breadcrumbs
- Clean grill crumb catchers
- Clean grill area thoroughly: on top, on sides, below and handles wet cloth

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Deep clean all sinks

- Scrub all surfaces of the sinks with a sponge, soap and water
- Pull up sink strainer and remove dirt
- Remove soap and dirt with 5 pieces hand towels
- Wipe off the tap and all surfaces in each sink with a cloth and a sanitiser

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Clean counter product displays

- Waste all remaining counter products using the waste feature on the list
- Clean counter product display tiles and the surface below
- Clean display glass

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Clean Customer Area & Toilet

- Change last trashcans
- Double check and redo toilet pre-clean procedures if needed
- Clean tables in Customer Area if needed
- Stack as many chairs on top of the tables as possible
- Sweep floor if needed
- Wash the floor in whole Customer Area and the toilet walking backwards towards the bar using 2-3 mop heads

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Do EOD count

Close down POS

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Till area

- Move all items away from the till area and clean the tabletop surface with multipurpose cleaner
- Disinfect the area paying attention towards countertop, iPad screens and card terminal number pad

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Close down dishwasher

- Disassemble the dishwasher and press the “empty” button to remove all water from the dishwasher
- Clean the grates and drain filter
- Wipe off the bottom of the dishwasher with a clean cloth
- Turn off the dishwashing machine and assemble the dishwasher again for the morning

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Take out trash and cardboard

Follow procedures according to where your containers are located

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Sweep the bar floor

Sweep the bar floor thoroughly

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Change the last bar bin(s)

Change all the remaining bar bins

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Wash bar floor

- Prepare water and soap
- Pour out the soap mix on the floor and scrub the whole floor thoroughly with the floor scrubber
- Use the floor scraper to move all water and dirt into the drain
- Take five pieces of hand towel/paper roll and remove leftover dirt from the drain
- Use a clean mop head and sweep the entire floor until it is completely shiny

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Double check all equipment is turned on/off correctly

Fridges, freezer, and espresso machine are kept on and that all fridge doors are closed properly

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Register Trail

- Register evening and closing procedures on Trail
- Sign off the day

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Deposit EOD cash

Deposit money bag in the safe or nearby bank

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Close store

- Turn off the lights
- Lock the doors

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How to videos

Appendix: 2-5 On Shift

The illustrations below show examples of how 2–5 on shift can be planned using Team Positioning.

2onShift

3onShift

4onShift

5onShift

Practice learnings objectives: On-shift

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.

Cleaning Tasks

How to handle Cleaning Detergents

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