Shift Incharge

Company Name: Caterspoint- (Cloud Kitchen)Job Description: Shift ManagerReporting LineReports to: Assistant Outlet Manager

Role PurposeTo manage shift-level operations in the outlet, ensuring order accuracy, KPT, hygiene compliance, and smooth functioning of frontline staff. Acts as the primary supervisor during the shift and ensures operational KPIs are met consistently.

Key Responsibilities• Supervise day-to-day operations during assigned shifts, ensuring smooth functioning of the outlet.

• Monitor orders in Petpooja to ensure accuracy ≥ 98% and KPT ≤ 10 minutes.

• Conduct hygiene and safety checks at the beginning and during shifts; enforce SOP compliance.

• Supervise kitchen and packaging staff to ensure quality, portioning, and presentation standards are met.

• Check stock availability for the shift; coordinate with Assistant Outlet Manager for shortages.

• Record wastage and consumption variance; escalate issues >3% to Outlet Manager.

• Handle customer escalations during the shift and resolve on the spot where possible.

• Ensure accurate cash/billing reconciliation at end of the shift.

• Train and mentor new staff members on outlet SOPs and service standards.

Deliverables• Shift performance log (sales, KPT, order accuracy, complaints, wastage).

• Accurate shift-level stock/wastage reporting in Supplynote.

• Cash and billing reconciliation report at end of shift.

• Complaint resolution updates to Assistant Outlet Manager.

• Hygiene and SOP compliance checklist for shift coverage.

Key Performance Indicators (KPIs)• Order accuracy ≥ 98% during shift.

• KPT ≤ 10 minutes.

• Complaint resolution rate ≥ 95% within SLA.

• Hygiene/SOP audit score ≥ 90% at shift level.

• Wastage ≤ 1.5% of shift sales.

• Consumption variance ≤ 3%.

• Cash reconciliation accuracy = 100%.

• Staff attendance ≥ 95% during assigned shifts.

Tools / Systems Used• Petpooja (sales, order tracking, complaints).

• Supplynote (stock and wastage tracking).

• Complaint tracker (customer escalations).

• Audit dashboards (SOP/hygiene checks).

• Cash/billing reconciliation sheet.

Cadence• During Shift: Monitor order flow, KPT, and accuracy on Petpooja.

• During Shift: Enforce hygiene and SOP compliance.

• End of Shift: Submit performance log and cash reconciliation.

• Daily: Escalate complaints and wastage issues to Assistant Outlet Manager.

• Weekly: Participate in staff briefing and training sessions.

• Monthly: Support Outlet Manager in staff appraisals and audits.

Requirements:

• Qualifications:- Any Graduation 

• Experience:- Minimum 2-3 Years

Glossary of KPI Terms• KPT = Kitchen Preparation Time (order acceptance to ready-to-dispatch).

• SOP = Standard Operating Procedure.

• CAPA = Corrective and Preventive Action.

• SLA = Service Level Agreement.

• COGS = Cost of Goods Sold (actual cost of raw material consumption vs sales).