Shift Lead

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 elevate 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 elevate 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. #J-18808-Ljbffr