Shift Lead

Job Description

Job Description

Description:

A Shift Lead is responsible for running the store and leading the team during their assigned shift. The Shift Lead is the person in charge on the floor when the General Manager is not present — making sure the shift runs smoothly, guests are taken care of, and brand standards are met. They bridge the gap between Team Members and management, setting the pace and holding the shift accountable.

Typical duties include:

• Leading and directing Team Members during the shift, assigning positions and keeping the floor moving during rushes.
• Delivering an excellent guest experience and stepping in to resolve guest concerns quickly and professionally.
• Preparing and serving food and beverages to brand recipe and presentation standards, and jumping in wherever the shift needs coverage.
• Operating the POS, handling cash, processing register cash-ins/cash-outs, and following proper cash-handling and deposit procedures.
• Opening and/or closing the store, including completing opening/closing checklists, counting drawers, and securing the store.
• Enforcing food safety, cleanliness, and QSC standards throughout the shift, including temperature checks and holding standards.
• Monitoring labor and pace during the shift — sending team members home or adjusting positions as volume dictates to protect labor targets.
• Fulfilling in-store, delivery, and catering orders (DoorDash, Grubhub, Uber Eats, ezCater) accurately and on time.
• Coaching Team Members in the moment on standards, greeting protocol, and idle-time expectations, and reporting performance or staffing issues to the GM.
• Escalating equipment, maintenance, or guest issues to the GM when they go beyond what can be handled on the shift.

Ultimately, the Shift Lead is the GM's right hand — trusted to run an excellent, standards-compliant shift and to develop into a future manager.

• Minimum 6 months to 1 year of restaurant, quick-service, or customer-service experience; prior lead or keyholder experience a plus.
• Must be at least 18 years old (to handle cash management, opening/closing, and supervisory duties).
• High school diploma or equivalent preferred.
• Demonstrated reliability and strong judgment — able to be trusted with keys, cash, and the store when the GM is not present.
• Ability to lead and direct other Team Members, set the pace, and hold peers accountable to standards in a fair, respectful way.
• Comfortable operating the POS, handling cash-handling and deposit procedures, and completing opening/closing paperwork.
• Working knowledge of food safety and handling standards; food handler certification required where mandated by state or local law.
• Clear communication skills and composure under pressure during rushes, staffing shortages, or guest escalations.
• Available to work a flexible schedule including opening shifts, closing shifts, weekends, and holidays based on store/mall operating hours.
• Physically able to stand and move for a full shift, lift up to 50 lbs, and work around kitchen equipment, heat, and cold storage with frequent bending, reaching, and repetitive motion.