Shift Lead

Company Description
Established in 2003, Doc Burnstein’s Ice Cream Lab is an old-fashioned ice cream parlor and chocolate shop committed to serving premium quality products while having memorable experiences in a nostalgic atmosphere.

With over 32 traditional and original ice cream flavors to choose from in a whimsical, family-friendly environment, fans of all ages will cherish the memories they make and hold dear at Doc Burnstein’s Ice Cream Lab.

Summary
We are currently looking for versatile, intelligent and energetic parlor employees, with a passion for delivering outstanding service to join our professional and friendly team. This person will be responsible for providing passionate and attentive service delivery to all guests according to our service standards in order to ensure guest satisfaction. 

In this supervisory role, you will work alongside a small team and oversee all aspects of guest experience in the ice cream parlor. We’ll expect you to lead by example and uplift our employees during busy moments in our fast-paced environment. 

To be successful in this role, you’ll need supervisory skills and experience in both front and back operations of the parlor. You’ll know how to operate and troubleshoot various areas of the parlor all the while providing excellent customer experience to ensure that the parlor operates efficiently and profitably while maintaining the company’s mission and quality of service.
Ultimately, you will ensure our parlor runs smoothly and guests are having fun and creating nothing but great memories! 

This position reports to the Parlor Manager. 

Responsibilities: 

• Ensuring meal and rest breaks are met 
• Ensuring that checklists, requisitions and proper opening and closing functions are being completed each shift. 
• Observe performance and encourage improvement where necessary. 
• Ensure basic standard operating procedures for all outlets are in place and are in compliance with Federal, state, local and food safety guidelines. 
• Ensuring that all steps of services as outlined in training materials are being followed on a daily basis. 
• Move throughout the parlor and freezer areas to visually monitor and take action to ensure food quality and service standards are met. Verify temperatures, judge appearance and taste of products and check preparation methods to determine quality. Give guidance toward improvement and make necessary adjustments for consistency. 
• Support scooping staff by refilling back stock items and clearing roadblocks. 
• Assist the General Manager in planning and setting up special events 
• Accountable for accuracy of cash register and register procedures 
• Acts as a liaison between team members and management 
• Advise management with any employee member’s performance issues 
• Aid in daily and weekly equipment cleaning and maintenance 
• Aid in ensuring all orders are received and effective stored and practice proper product rotation 
• Assigning duties to other employees & directing completion of duties. Keeps employees busy with parlor-related activities or releases employees early. 
• Assist in the orientation and training of new employees 
• Ensure guests are attended to in a courteous and friendly manner and swift resolution is given to their issues and complaints. 
• Ensure opening and/or closing duties are completed efficiently and thoroughly 
• Ensuring a pleasant guest environment is maintained. 
• Have thorough product knowledge 
• Monitoring inventory and ensuring that parlor is stocked on food supplies and other parlor essentials are adequately stocked. 
• Overseeing product preparation, presentation, and storage to ensure compliance with food health and safety regulations. 
• Participate in staff and management meetings 
• Promote the Doc Burnstein’s brand in the local community 
• Responding efficiently and accurately to guest complaints. 

Personal Characteristics Required  

• Guest Service - Able to deal with unhappy guest in a way that creates a happy & returning gues 
• Creative Initiative - Able to find ways to complete required tasks most efficiently, pass on time-saving ideas to others, and improve the working environment for all 
• Team Leadership - Train & direct other staff in service to guests and completion of duties 

Required Education and Experience: 

• 5 years of experience working in a retail or hospitality setting 
• High school diploma or GED 
• Proven experience working as a Supervisor in the hospitality or retail industry 
• Bachelor’s degree in Business Administration or Hospitality is advantageous 

Qualifications & Personal Attributes: 

• The ability to work in a fast-paced environment. 
• Knowledgeable in essential food service standards, equipment and processes 
• Have a high level of accuracy and attention to detail 
• Punctual 
• Organized 
• Enthusiastic 
• Able to take initiative and work unsupervised 
• Team oriented 
• Friendly disposition 
• Demonstrates personal integrity and honesty 
• Able to problem solve 
• Great communication skills 
• Time management skills 
• Proven team builder 

Physical Demands While performing the duties of this job, the employee is regularly required to talk, hear and read. This is largely an active role; the ability to work in a fast-paced environment is required. This would require the ability to stand for extended periods. The employee must occasionally lift and/or move up to 40lbs. The employee is frequently required to stand; walk; use hands to finger, handle or feel and reach with hands and arms.  

Additional Information Doc Burnstein’s Ice Cream Lab welcomes diversity in the workplace and encourages application form all qualified individuals. To request any accommodations you may require in order to participate in the recruitment process (including alternate formats of materials or accessible meeting rooms) contact HR at Doc Burnstein's to discuss your needs.