This position manages franchise store operations including employees, facilities and equipment in order to
ensure that Tim Horton’s standards around people, product, cleanliness and exceptional customer service are
fulfilled.
Minimum Job Entry Requirements:
1-2 years food service management experience required
High school diploma or GED required (must be at least 18 years of age)
Strong problem-solving, organization and time management skills
Excellent knowledge of Tim Horton’s products and procedures
Action and results orientated
Strong interpersonal skills (motivating, delegation, conflict management, respect for others,
listening)
Excellent communication skills (written, verbal, composure)
Possess valid Driver’s License and car insurance
Responsibilities, Essential Functions & Tasks:
Customer Service:
Leads by example to demonstrate and reinforce with employees that the customer is top priority and the
importance of projecting positive customer service behaviors such as immediate acknowledgement,
smiling, maintaining eye contact, and sincerely thanking customers for their business
Is customer-focused in all facets of the store’s operations including properly following up and rectifying
any customer issues on a timely basis
Ensures that proper staffing levels are maintained so that the high Tim Horton’s standards, measured
through the Always Fresh Evaluation Report, are maintained through all day parts.
Works with the Assistant Manager ( if applicable) to educate Shift Supervisors on how to maintain
operational efficiency, through the use of positioning charts and shift flowcharts and the importance of
following up with staff to ensure assigned primary and secondary duties are completed.
Conducts regular store walk-throughs in order to gain the customer’s perspective of how the store looks
When on the floor, is in a position that allows flexibility for troubleshooting where necessary.
Schedules employees to ensure optimal coverage at all times and fills in as required
People:
Maintains an open door policy at all times. Encourages staff to share suggestions and concerns
Screens, interviews and ensures to complete reference checks on any candidate that is being considered
for employment
Takes responsibility to ensure that proper training and orientation is completed and documented in the
store
Provides ongoing performance feedback, uses discussion planners when necessary, and conducts regular
performance reviews
Sets goals and objectives with employees and provides guidance and assistance as required