Shift Leader

Shift Lead Job Description

Position: Shift Lead

Reports To: General Manager

Position Summary

The Shift Lead is responsible for guiding their fellow staff members to success in their positions maintaining store operations (specifically in the absence of the store’s General Manager). The role focuses on quality assurance, peer training, and the organization of the daily flow of operation. The Shift Lead is also responsible for having a deep understanding of menu items and drink preparation that will allow them to lead by example and set a standard of quality work for the rest of the team.

Key Responsibilities

Time Commitment

In this position, one would typically be expected to have availability for either opening shifts or closing shifts. However, applicants with the flexibility to occasionally work both types of shifts are preferred. Scheduling may vary based on the needs of the store and the team.

Preferred availability:

• Ability and desire to work 30-40 hours per week
• Opening-
• Monday–Saturday: 5:30 AM – 1:00 PM
• Sunday: 6:30 AM – 2:00 PM
• Closing-
• Monday–Thursday: 12:00 PM – 6:30 PM
• Friday–Sunday: 12:00 PM – 7:30 PM

Occasional attendance at after-hours staff meetings or coverage of additional shifts may be required.

Applicants with consistent availability throughout the summer months may be given scheduling priority to support store staffing needs.

Customer Experience

Ensure that the staff is treating each customer with respect and is delivering an exceptional guest service experience. The expectations our staff in this area include the following:

• Greet every guest in a friendly and professional manner.
• Take accurate orders and process transactions through the POS system.
• Communicate clearly with guests about menu items, modifications, discounts, and promotions.
• Thank guests sincerely and invite them back (example: “See you tomorrow!”).
• The Shift Lead will also be asked to address guest concerns politely and with professionalism, upholding our “100% satisfaction” company policy.
• Answer the store phone and handle basic customer queries and requests.

Drink & Food Preparation

The Shift Lead should be able to obtain extensive knowledge of the menu and drink preparation to guide their peers and maintain consistency among our team members. One should ensure staff under their supervision are upholding the following expectations, as well as achieving these standards themself:

• Prepare espresso drinks, brewed coffee, teas, and specialty beverages according to company recipes and standards.
• Prepare and serve food items safely and efficiently.
• Ensure consistency, quality, and proper presentation of all drinks and food items.

Store Operations

• With the help of their team members, the Shift Lead should efficiently manage the completion of daily tasks with the team (checklists, cleaning, restocking, etc.)

One will be expected to uphold exceptional organizational standards for the store’s safe and its money. They should employ a basic understanding of mathematics and cash management for efficient upkeep of the store’s simple finances. The tasks involved in this upkeep include:

• Tracking the store’s cash deposits
• Daily counting and tracking of tips
• Sorting and facing of bills
• The Shift Lead may also be asked to assist in tracking our stores inventory using spreadsheets

Teamwork

• Communicate effectively with team members to ensure smooth operations.
• Support the team during busy periods. Using positive reinforcement to boost moral and maintain a happy and healthy environment for staff and customers
• Assign daily tasks and responsibilities to the staff with the help of Management.

Expectations

• Assist the Manager in the maintenance of store operations as directed
• Work efficiently in a fast-paced environment
• Maintain (with words and actions) the image of a positive role model for the team
• Follow company policies, recipes, and procedures.
• Ensure you and the team are upholding a standard of punctuality and reliability for scheduled shifts.

Qualifications

• Must possess a current Food Handler’s Permit/Food Handler Card as required by local health regulations (or obtain within the required timeframe after hire).
• Previous customer service experience required.
• Previous professional leadership experience is greatly preferred, but not required.
• Ability to stand for extended periods and move quickly in a fast-paced environment.
• Ability to multitask and stay organized during busy times.
• Strong communication and leadership skills.
• Strong knowledge in simple mathematics and counting.
• Skilled in observation and attention to detail.
• Ability to receive and apply constructive feedback and training, demonstrating a willingness to make corrections and continuously improve.
• Comfort in providing constructive feedback to team members, working with the manager to build and maintain a strong and capable team
• Ability to maintain a positive, guest-focused attitude in a fast-paced service environment.

Note: As this is a primarily guest facing position, fluency in the English Language is required