Front of House Shift Lead

Front of House Shift Lead

Description & Objective

The Shift Lead provides leadership and operational oversight during their shift to ensure exceptional guest experiences, strong team performance, and smooth restaurant operations. This role supports team members across all areas of the restaurant, including the front counter, drive‑thru, and dining room, while maintaining high standards in food safety, service quality, and operational execution.

Key Responsibilities included, but not limited to:

Leadership & Operations

• Oversee restaurant operations during the shift, supporting all divisions (front counter, drive‑thru, and dining room).
• Supervise and support team members to ensure adherence to company standards, policies, and procedures.
• Handle and resolve issues related to guest experience and team member performance.
• Lead by example through strong service, communication, and professionalism.
• Make real‑time decisions confidently based on company policies and operational needs.
• Ensure execution of operational systems such as JOLT checklists and shift leadership tools.

Team Coordination

• Set up team positions at the start of shifts, including assigning a dining room position.
• Rotate team members between positions to maintain efficiency and development.
• Rotate team members working outside (face) during extreme heat or cold to ensure safety and comfort.
• Provide coaching and guidance to improve team performance and morale.
• Run team member breaks in compliance with labor laws and company guidelines.
• Conduct continual touchpoints with team members to identify gaps, provide feedback, and support development.
• Assist in training and developing team members across all FOH positions.
• Identify and actively mentor at least one team member, meeting regularly to support their growth through coaching, feedback, and development opportunities.

Front of House Operations

• Complete opening and closing checklists for Front of House (FOH).
• Ensure dining room cleanliness and organization throughout the shift.
• Answer and manage phone requests, including taking and delivering messages and coordinating requests.
• Ensure cleanliness extends to all guest‑facing areas including dining room fixtures, restrooms, and service areas.
• Ensure accurate completion of financial and operational procedures.

Order & Guest Service Management

• Ensure catering and guest orders are accurate and ready on time to meet delivery or pickup schedules.
• Monitor guest experience and address service issues promptly.
• Maintain strong communication with team members to ensure fast, friendly, and accurate service.
• Support execution of catering orders, including coordination, preparation readiness, and timely handoff.
• Drive performance in guest experience metrics (e.g., speed, accuracy, hospitality scores).

Accountability & Standards

• Ensure all team members follow food safety, cleanliness, and operational standards.
• Support efficient operations by monitoring workflow and addressing gaps in service.
• Maintain a positive environment that reflects the organization’s service values and culture.
• Ensure food safety compliance through proper cleaning, sanitizing, and routine checks throughout the shift.
• Monitor and reduce waste by following established tracking and efficiency systems.
• Uphold and model Core 4 behaviors and a 2nd Mile Service mindset in all interactions.
• Actively work toward achieving team and restaurant performance goals.
• Enforce alignment with Pathway procedures and educate the team on proper usage, including dress code alignment.

Leadership Expectations

Front of House Shift Leads are expected to:

• Work collaboratively with the Front of House Directors, Senior Shift Lead, and Winning Hearts Every Day Directors.
• Demonstrate strong situational awareness and operational support.
• Lead with integrity by demonstrating ownership, professionalism, consistency, and strong problem‑solving skills.
• Foster teamwork and care while coaching and supporting others.
• Create a culture of care and connection that makes you someone people genuinely want to follow.
• Maintain a consistent focus on guest experience and team performance.
• Provide timely communication by responding to all team member inquiries within 24–48 hours.
• Lead with a stewardship mindset, responsibly managing people, products, and opportunities to foster growth, innovation, and organizational success.

Schedule Expectations

• Must be available to work a minimum of two (2) opening or closing shifts per week (5:00 AM – 2:00 PM or 2:00 PM – 11:00 PM).
• Scheduling availability is required Monday through Saturday based on business needs. Shift Leads will collaborate to maintain a balanced and healthy weekend rotation.
• Must maintain flexibility to support both AM and PM operations.
• Schedule should align with operational demands, leadership coverage needs, and development opportunities.
• Administrative responsibilities will be scheduled and completed on‑site in the restaurant during regular business hours.
• Shift Leads are responsible for arranging appropriate coverage for any absences, including sick leave and vacation time.