Supervisor

Position Overview
The Supervisor is responsible for supporting the daily operations of the shop while ensuring the
team consistently delivers an excellent guest experience. This role leads by example, supports
team members throughout the shift, maintains operational and food safety standards, and helps
drive strong financial performance.
Supervisors are expected to create a welcoming environment for both guests and team
members while ensuring the shop remains clean, organized, safe, and ready for service.

Key Responsibilities
Guest Experience & Hospitality

• Ensure every guest is greeted warmly and receives friendly, efficient service.
• Lead by example in creating personalized and positive guest interactions.
• Anticipate guest needs and encourage the team to exceed expectations.
• Handle guest concerns and complaints with empathy, professionalism, and efficiency.
• Ensure team members have strong menu knowledge and can confidently make

recommendations.

• Create an environment where every guest feels valued and appreciated.

Team Leadership

• Lead by example with a professional, approachable, and enthusiastic attitude.
• Support and guide team members throughout the shift.
• Communicate clearly and effectively with the team.
• Ensure team members maintain proper uniforms and professional appearance.
• Promote teamwork and efficient service without making guests feel rushed.
• Reinforce company hospitality, safety, and operational standards.

Shop Standards & Ambience

• Maintain a clean, organized, and inviting shop throughout the shift.
• Ensure tables, seating areas, counters, and guest-facing areas are cleaned and reset

promptly.

• Monitor lighting, music volume, temperature, and overall shop environment.
• Ensure seasonal décor and promotions are properly displayed when applicable.

Sales & Financial Awareness

• Understand daily sales goals and communicate their importance to the team.
• Maintain awareness of average guest spend and opportunities to improve check

average.

• Coach the team on natural and appropriate upselling.
• Encourage add-ons, specialty items, seasonal products, and other relevant menu

recommendations.

• Help the team understand how their performance contributes to the overall success of

the business.

Food Safety & Sanitation

• Ensure proper handwashing procedures are consistently followed.
• Monitor safe food temperatures, including keeping hot foods at 135°F or above and cold

foods at 41°F or below.

• Ensure required temperature checks are completed and logged accurately.
• Maintain proper cleaning and sanitizing procedures throughout the shop.
• Ensure proper dishwashing, food storage, and utensil storage procedures are followed.
• Help prevent cross-contamination and other food safety risks.

Workplace Safety

• Ensure team members follow workplace safety expectations.
• Reinforce the use of proper non-slip footwear and cut gloves when required.
• Promote proper lifting techniques and safe working practices.

Supervisor Expectations
A successful Supervisor leads from the floor and sets the standard for the rest of the team. They
should be able to balance excellent hospitality with efficient operations, food safety, cleanliness,
teamwork, and financial awareness.
The Supervisor is expected to take ownership of the guest experience and help create a
workplace where team members can perform successfully while maintaining Mike & Patty’s
standards.
The original guide specifically sets the food-safety standards at 135°F+ for hot food and 41°F
or below for cold food, along with regular temperature logging and sanitation requirements.