Shift Lead

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

• Actively perform guest-facing counter, cashier, food service, and related tip-producing duties during the shift.
• Monitor guest volume, order flow, wait times, product readiness, cleanliness, and service needs; promptly notify the Operations Manager of concerns.
• 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.
• Help maintain accurate food preparation, presentation, order quality, and a clean, welcoming guest environment.

Shift Readiness & Routine Operations

• Complete assigned opening and closing checklists, including established cash-handling steps, safety checks, cleaning verification, and operational readiness.
• Perform routine product counts, date checks, rotation, labeling, stocking, and availability checks; report shortages or discrepancies to management.
• Follow established recipes, service procedures, sanitation rules, and company standards.
• Address routine operational problems using established procedures and immediately escalate any matter requiring managerial judgment.

Call-Outs & Coverage Communication

• Receive or become aware of callouts and promptly notify the Operations Manager or manager on duty.
• Using only the manager-approved coverage list and process, contact employees to ask whether they are voluntarily available to cover an open shift.
• 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.
• For a planned day off or absence, follow the same communication process and escalate unfilled coverage to management.

Teamwork Without Supervisory Authority

• Share factual service information, checklist status, and immediate operational needs with coworkers as part of normal teamwork.
• Model company service, safety, sanitation, and respectful workplace standards.
• 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.
• 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

• Complete inventory counts, product date checks, rotation, labeling, stocking, and location organization.
• Submit inventory and product needs to management and assist with ordering and receiving processes.
• Monitor product availability and communicate shortages, quality concerns, and inventory variances to management.
• Support opening, closing, operational readiness, and execution of company procedures to ensure smooth shift operations**.**

Safety & Compliance

• Follow all food safety, sanitation, cash-handling, security, and workplace safety procedures.
• Immediately report injuries, hazards, suspected policy violations, cash discrepancies, or other significant incidents to management.
• 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.
• At least one year of restaurant, hospitality, retail, or guest-facing experience preferred.
• Strong guest service, communication, organization, and problem-solving skills.
• Ability to follow established procedures, recognize when escalation is needed, and remain effective during busy service periods.
• Availability to work assigned opening, closing, weekend, and holiday shifts as required by the posted schedule.