Description:
The Shift Lead supports smooth shift operations while actively performing guest-facing and other tip-producing work. The role focuses on guests, service flow, opening and closing readiness, routine issue resolution, and communicating operational needs. It is not a manager or supervisor role and has no authority over hiring, firing, discipline, performance management, compensation, scheduling decisions, or formally directing employees.
Essential Duties and Responsibilities
Guest Experience & Service Flow
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Actively perform guest-facing counter, cashier, food service, and related tip-producing duties during the shift.
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Monitor guest volume, order flow, wait times, product readiness, cleanliness, and service needs; promptly notify the Operations Manager of concerns.
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Respond to routine guest questions and service concerns within established guidelines and refer elevated complaints, refunds outside approved limits, safety issues, or employee concerns to management.
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Help maintain accurate food preparation, presentation, order quality, and a clean, welcoming guest environment.
Shift Readiness & Routine Operations
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Complete assigned opening and closing checklists, including established cash-handling steps, safety checks, cleaning verification, and operational readiness.
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Perform routine product counts, date checks, rotation, labeling, stocking, and availability checks; report shortages or discrepancies to management.
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Follow established recipes, service procedures, sanitation rules, and company standards.
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Address routine operational problems using established procedures and immediately escalate any matter requiring managerial judgment.
Call-Outs & Coverage Communication
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Receive or become aware of callouts and promptly notify the Operations Manager or manager on duty.
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Using only the manager-approved coverage list and process, contact employees to ask whether they are voluntarily available to cover an open shift.
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Communicate responses to management. The Shift Lead does not require an employee to report, approve overtime, change schedules, assign hours, deny time off, or make the final coverage decision.
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For a planned day off or absence, follow the same communication process and escalate unfilled coverage to management.
Teamwork Without Supervisory Authority
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Share factual service information, checklist status, and immediate operational needs with coworkers as part of normal teamwork.
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Model company service, safety, sanitation, and respectful workplace standards.
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Refer employee performance, conduct, attendance, training, conflict, or policy concerns to the Operations Manager. Do not coach, counsel, discipline, evaluate, or document employees on behalf of management.
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Do not interview, select, hire, fire, promote, set pay, adjust hours, approve schedule requests, formally train or evaluate employees, or make recommendations about employment status.
Inventory & Operational Readiness
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Complete inventory counts, product date checks, rotation, labeling, stocking, and location organization.
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Submit inventory and product needs to management and assist with ordering and receiving processes.
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Monitor product availability and communicate shortages, quality concerns, and inventory variances to management.
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Support opening, closing, operational readiness, and execution of company procedures to ensure smooth shift operations.
Safety & Compliance
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Follow all food safety, sanitation, cash-handling, security, and workplace safety procedures.
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Immediately report injuries, hazards, suspected policy violations, cash discrepancies, or other significant incidents to management.
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Complete required role-specific training and maintain any required food-safety certification.
The company reserves the right to modify duties as business needs evolve.
Requirements:
- High school diploma or equivalent preferred.
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At least one year of restaurant, hospitality, retail, or guest-facing experience preferred.
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Strong guest service, communication, organization, and problem-solving skills.
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Ability to follow established procedures, recognize when escalation is needed, and remain effective during busy service periods.
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Availability to work assigned opening, closing, weekend, and holiday shifts as required by the posted schedule.
