Shift Leader

Job Description

Job Description

Marco’s Pizza – Shift Leader Position Summary The Shift Leader is responsible for leading the restaurant team during their assigned shift and ensuring that Marco’s Pizza standards for customer service, food quality, cleanliness, safety, and operational performance are consistently met. The Shift Leader serves as a leader on duty, providing direction and support to team members while ensuring the store operates efficiently and delivers an excellent experience to every customer. ### Key Responsibilities **Leadership & Team Management** * Lead and supervise employees during assigned shifts. * Assign tasks and ensure employees stay productive throughout the shift. * Train, coach, and motivate team members. * Set the example for professionalism, teamwork, and customer service. * Communicate expectations clearly and hold employees accountable for following company procedures. * Address employee performance or attendance concerns appropriately and communicate issues to management. **Customer Service** * Provide friendly, professional, and efficient customer service. * Ensure every customer is greeted and thanked. * Handle customer questions, concerns, and complaints professionally. * Work to resolve customer issues while protecting the interests of the business. * Ensure orders are accurate, complete, and presented properly. **Food Quality & Safety** * Ensure all food is prepared according to Marco’s Pizza standards. * Monitor food quality, freshness, portioning, and presentation. * Ensure proper food temperatures and food-safety procedures are followed. * Monitor prep levels and ensure the team has sufficient product prepared to handle the expected business. * Follow proper storage, labeling, rotation, and sanitation procedures. * Ensure the restaurant remains clean and sanitary throughout the shift. **Store Operations** * Monitor the restaurant throughout the shift and ensure all areas are properly maintained. * Ensure employees are completing assigned cleaning and operational tasks. * Monitor inventory and communicate shortages or prep needs to management. * Ensure equipment and work areas are being used properly. * Follow cash-handling and register procedures. * Complete required shift paperwork, checklists, and closing/opening responsibilities. * Communicate important information to the incoming manager or next shift. **Driver & Delivery Operations** * Ensure delivery orders are accurate and properly prepared before leaving the store. * Ensure drivers follow proper delivery procedures and represent Marco’s Pizza professionally. * Monitor driver check-in and check-out procedures. * Ensure drivers understand their responsibilities regarding customer service, order accuracy, and safe driving. * Communicate any delivery issues or customer concerns to management. Leadership Expectations A Shift Leader is expected to: * Lead by example. * Maintain a positive and professional attitude. * Be dependable and punctual. * Communicate effectively with employees and management. * Remain calm and professional during busy or stressful periods. * Take ownership of problems and work toward solutions. * Maintain high standards even when management is not present. * Protect company standards, customer satisfaction, and food quality.

Qualifications * Previous restaurant or customer-service experience preferred. * Previous leadership or supervisory experience preferred. * Ability to work in a fast-paced restaurant environment. * Strong communication and organizational skills. * Ability to multitask and prioritize responsibilities. * Ability to train and direct other employees. * Ability to handle customer concerns professionally. * Must be dependable, responsible, and willing to work a flexible schedule, including nights, weekends, and holidays as needed. Physical Requirements * Ability to stand and walk for extended periods. * Ability to lift and carry supplies and food products. * Ability to work in a hot, fast-paced kitchen environment. * Ability to perform repetitive tasks such as bending, reaching, lifting, and carrying. Overall Goal **The Shift Leader is responsible for making sure the restaurant is running successfully during their shift—customers are taken care of, employees are productive, food is prepared correctly, the store is clean and safe, and the next shift is set up for success.**