Team Lead

About Softville:

Softville is New York’s newest dessert destination where chef-driven desserts, contemporary art and community come together to create memorable experiences for our guests.
Creativity, hospitality, human connection and joy is at the heart of everything we do.

Softville is a collaboration between Gelato Messina and Studio Jeremyville.

Gelato Messina brings world-class product, craftsmanship, innovation and an uncompromising commitment to quality shaped by years of experience.
Messina has become one of Australia’s most celebrated gelato and dessert brands, with locations across Australia, Singapore and Hong Kong. Softville marks the team’s first venture into New York City.

Studio Jeremyville brings the creative vision, transforming the space through art, design and storytelling to create an immersive destination unlike anywhere else in the city.

As part of our founding team, you’ll help bring the Softville world to life, creating a genuine connection for every guest through hospitality, community and care.

Role Overview

The Team Leader is responsible for leading the team during their shift and ensuring the store operates safely, efficiently and consistently.

Working alongside the General Manager, the Team Leader is responsible for coordinating daily operations, supporting team members, maintaining exceptional guest experiences and ensuring all operational standards are met.

When the General Manager is not on duty, the Team Leader assumes responsibility for the overall operation of the store, acting as the management representative for both team members and guests.
This includes overseeing opening and closing procedures, managing breaks, delegating tasks, handling guest concerns, completing cash reconciliation and ensuring the store operates in accordance with all company standards.

This role is ideal for someone who leads by example, thrives in a fast paced hospitality environment and enjoys developing others while delivering exceptional service.

Key Responsibilities

Shift Leadership

• Lead and motivate the team throughout each shift.
• Delegate tasks and ensure all team members understand their responsibilities.
• Manage break schedules to ensure legal compliance and uninterrupted service.
• Provide coaching and guidance to team members during service.
• Maintain a positive, professional and accountable team culture.
• Act as the manager on duty whenever senior management is not present.

Guest Experience

• Deliver warm, genuine and memorable guest experiences.
• Support the team during busy service periods.
• Resolve guest concerns professionally and confidently.
• Ensure all products are presented to Softville's standards.
• Maintain exceptional service across both counter service and seated dessert experiences.

Daily Operations

• Complete opening and closing procedures accurately.
• Ensure operational checklists are completed throughout each shift.
• Monitor product quality, cleanliness and presentation.
• Ensure equipment is operated correctly and cared for appropriately.
• Escalate maintenance issues or operational concerns to management.

Cash Handling

• Complete end of shift cash reconciliation and money tallying.
• Ensure tills are balanced and cash handling procedures are followed.
• Report discrepancies promptly to management.
• Maintain accurate operational records where required.

Food Safety & Compliance

• Ensure food safety and sanitation procedures are followed at all times.
• Monitor product temperatures, cleanliness and food handling practices.
• Complete required food safety records and operational logs.
• Maintain compliance with NYC Health Department regulations and company policies.

Team Development

• Assist with onboarding and training new team members.
• Provide ongoing coaching to improve service and operational standards.
• Lead by example through professionalism, work ethic and attention to detail.
• Encourage teamwork, communication and continuous improvement.

Brand Standards

• Ensure the store remains clean, organised and visually aligned with the Softville brand.
• Maintain high standards of uniform presentation and personal grooming.
• Represent Softville professionally within the local community.

Skills & Experience

• Previous supervisory or leadership experience within hospitality, dessert, café or premium quick service restaurant environments.
• Strong leadership and decision making skills.
• Confident managing a team during busy service periods.
• Excellent communication and problem solving abilities.
• High attention to detail and organisational skills.
• Experience with food safety standards and operational compliance.
• Comfortable managing both counter service and table service environments.
• Food Handler Certification (NYC) or willingness to obtain.

Personal Attributes

• Positive, proactive and hands on leader.
• Passionate about hospitality, food, art and guest experience.
• Calm and confident under pressure.
• Reliable, organised and accountable.
• Leads by example and supports the team wherever needed.
• Strong communicator with a collaborative mindset.
• Comfortable working weekends, evenings and public holidays as required.
• Willing to work paid overtime during store opening periods and peak trading seasons.
• Ability to physically perform hospitality duties including standing, bending, lifting, twisting and cleaning for extended periods.

Benefits:

• Competitive hourly rate.
• Paid overtime in accordance with applicable federal and New York State laws.
• Flexible scheduling where operationally possible.
• Free family meal and meals during shifts at a certain hour.
• Dining discount program.
• Comprehensive training and ongoing development opportunities.
• Career progression opportunities within Softville and the wider Gelato Messina group.

Softville provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status