Reports to
Operator / General Operations Manager.
Position Manual
PM Supervisor
The evening shift leader responsible for peak-hour control, customer recovery, cash closing, cleaning verification, and end-of-day branch discipline.
Direct control
Evening kitchen line, cashier, cleaning, and shift staff during PM service and closing.
Branch checklist ownership
PM Supervisor daily checklist
The PM Supervisor owns peak-service cleaning control, closing procedure, final food safety checks, cash closing, security, and end-of-day reporting for Hamra Branch and Kaem Branch.
01
Purpose
Protect the busiest and most risk-heavy part of the day. The PM Supervisor controls speed, food quality, staff discipline, customer complaints, cash accuracy, cleaning, closing, and end-of-day reporting.
02
Mission
Run the evening shift with speed, consistency, clean closing, accurate cash, and strong customer recovery.
03
Responsibilities
Peak service ownership
- Staff positioning.
- Ticket time control.
- Food quality monitoring.
- Customer complaint first response.
- Rush-hour station discipline.
Closing ownership
- Cash closing.
- Cleaning verification.
- Waste report.
- Closing checklist.
- End-of-day report.
04
Daily Duties
- Receive AM handover and verify stock/readiness.
- Assign stations before peak time.
- Control rush, ticket time, and food quality.
- Resolve complaints within authority.
- Verify cleaning, close cash, complete checklist, and send end report.
05
Weekly Duties
- Closing audit review.
- Cash accuracy review.
- Complaint trend and customer recovery review.
- Late-night issue report.
- Cleaning follow-up and supervisor meeting.
06
Monthly Duties
- Staff evaluation input.
- Peak-hour KPI summary.
- Customer complaint analysis.
- Equipment issue summary.
- Closing SOP improvement suggestions.
07
Decision Rights
Can decide alone
- Reposition staff.
- Pause non-urgent prep during rush.
- Reject low-quality item.
- Approve refund up to limit.
- Require cleaning correction.
Must consult Operator
- Major complaint.
- Repeated staff issue.
- Cash shortage.
- Equipment failure.
- Recurring late closing.
Must escalate
- Injury.
- Theft.
- Public reputation risk.
- Legal issue.
- Serious customer incident.
08
Escalation Matrix
Kitchen Line / Cashier / Cleaning -> PM Supervisor -> Operator / General Operations Manager -> Owner / CEO. No direct owner escalation except emergencies.
09
KPIs
Service KPIs
- Ticket time.
- Complaint count.
- Food quality score.
- Customer recovery success.
Closing KPIs
- Cash accuracy.
- Closing checklist score.
- Cleanliness score.
- Waste report accuracy.
10
Authority Limits
Can manage shift execution, customer recovery within limit, product rejection, staff positioning, cleaning correction, and cash closing process. Cannot hire/fire, adjust salary, change recipe, change supplier, change menu, or approve major purchases.
11
Communication Rules
- Receive AM handover before shift control begins.
- Alert Operator for major complaints, equipment, security, or cash issues.
- Submit end-of-day report with sales, complaints, waste, cash, staff incidents, and closing status.
12
SOP References
Closing SOP, cash closing SOP, customer complaint SOP, food quality SOP, cleaning SOP, waste SOP, emergency SOP, handover SOP, and security SOP.
13
Training Path
- Week 1: closing checklist and cash process.
- Week 2: peak-hour control and staff positioning.
- Week 3: customer recovery, waste, and incident reporting.
- Week 4: live shift audit certification by Operator.
14
Success Definition
The PM Supervisor succeeds when the evening rush is controlled, customer issues are handled professionally, cash is accurate, the branch closes cleanly, and the next day starts without problems caused by the night before.