Shift Lead/Key Holder, Coffee Shop

POSITION DESCRIPTION

Position Title:  Shift Lead/Key Holder

Location: Boerne, TX 

Reports To: General Manager 

Status: Full-Time, Hourly, Non-Exempt

Position Summary

The Key Holder supports the General Manager in the day-to-day operations of the café by providing leadership during assigned shifts, ensuring exceptional customer service, maintaining operational standards, and creating a positive work environment for both team members and guests. This position serves as a role model by demonstrating the Aloha Spirit , promoting teamwork, and ensuring a premium guest experience.

Essential Responsibilities

Leadership & Operations

• Lead, motivate, and support team members during assigned shifts.
• Assist with opening and closing procedures, including cash handling, register reconciliation, and store security.
• Delegate tasks and help ensure daily operational goals are met.
• Assist in onboarding and training new team members while providing ongoing coaching and support.
• Communicate operational concerns, customer feedback, staffing needs, and maintenance issues to management promptly.
• Ensure company policies, food safety standards, sanitation procedures, and safety regulations are consistently followed.
• Perform opening and closing checklists to ensure the café is prepared for daily operations.

Customer Service

• Deliver exceptional customer service by greeting guests, answering questions, making menu recommendations, processing transactions, and resolving customer concerns professionally.
• Foster a welcoming and positive atmosphere that reflects the Company's commitment to the Aloha Spirit.
• Educate customers on menu items, seasonal offerings, and promotions.

Beverage & Food Preparation

• Prepare and serve high-quality coffee, espresso beverages, smoothies, teas, sandwiches, pastries, and other menu items according to established recipes and quality standards.
• Maintain knowledge of brewing methods, beverage preparation, food presentation, and menu offerings.
• Continuously seek opportunities to improve product quality and the overall guest experience.

Store Maintenance

• Maintain a clean, organized, and safe café environment, including workstations, dining areas, equipment, and restrooms.
• Restock supplies, replenish display cases, rotate inventory, and notify management of inventory needs.
• Assist with inventory counts and ensure products are properly displayed and merchandised.
• Perform other duties and special projects as assigned to support business operations.

Education & Experience

• High school diploma or equivalent preferred.
• One (1) to two (2) years of experience in a coffee shop, café, restaurant, retail, or similar customer service environment preferred.
• Previous leadership, shift lead, or supervisory experience is preferred.

Qualifications

• Strong leadership, interpersonal, and communication skills.
• Excellent customer service skills with the ability to resolve concerns professionally.
• Strong organizational skills with the ability to multitask in a fast-paced environment.
• Basic math skills and experience handling cash transactions.
• Ability to work independently and collaboratively as part of a team.
• Reliable attendance and punctuality.
• Availability to work flexible schedules, including early mornings, evenings, weekends, and holidays.
• Food Handler Certificate (or ability to obtain one if required by local regulations) preferred.

Physical Requirements

• Ability to frequently stand, walk, bend, reach, and perform repetitive hand movements throughout the workday.
• Ability to safely lift, carry, push, or pull up to 30 pounds, with or without reasonable accommodation.
• Ability to work efficiently in a fast-paced environment while maintaining a positive and professional demeanor.

Equal Employment Opportunity

We are an Equal Opportunity Employer and are committed to creating an inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other protected status under applicable federal, state, or local law.

Disclaimer

This job description is intended to describe the general nature and level of work performed by individuals assigned to this position. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Management reserves the right to modify or assign additional duties as business needs require.