Shift Leader

Our company is a dynamic and fast-paced hospitality business dedicated to delivering exceptional guest experiences while maintaining operational excellence and profitability. Central to our operations is the leadership provided by our General Managers (GMs), who face the daily challenge of running profitable businesses by effectively controlling food waste, supply costs, labor, cleanliness, and retaining exceptional talent. Our establishment values proactive leadership that is not about managing from a distance but leading from the front lines. We foster an environment where leadership is hands-on, energetic, and guest-focused, emphasizing teamwork and accountability at every level.

Within this structure, our Shift Leaders play a crucial role, especially when the GM is off-site. They are expected to be the hardest working individuals in the cone area, setting the tone for the team and ensuring that the guest experience remains the top priority. Shift Leaders are not only responsible for managing daily operations but also for motivating the team, maintaining a positive atmosphere, and driving sales. Their leadership helps uphold the standards that define our brand and ensures consistent guest satisfaction and business growth.

The Shift Leader position is multifaceted, requiring complete knowledge and management of several critical operational areas. This includes labor management, where Shift Leaders must understand and achieve Crew Labor Targets through efficient scheduling, timely breaks for all team members including minors, careful monitoring of labor reports, and ensuring team member productivity by holding staff accountable. Cash handling is another vital responsibility, requiring accuracy in nightly deposit reporting and preparation of bank bags for secure transport to our banking partner, Dunbar.

Daily lineup cards must be thoroughly completed for each shift, accounting for employee breaks and positioning the most effective team members in high-impact roles to drive sales. Incident management is also a key function; Shift Leaders must gather comprehensive information on any guest or team member incidents and ensure 100 percent utilization of Incident Reports for documentation and follow-up.

Controlling cost of sales, particularly food waste, is a top priority. This involves weighing cups and cones each shift, coaching team members on proper recipe adherence, and enforcing 100 percent compliance with training programs and new hire validations. Cleanliness and organization are critical components of operational success. Shift Leaders oversee cleaning and stocking during shifts, ensure all checklists are completed, maintain hospital-level cleanliness standards, guarantee guest readiness during peak times, and manage patio cleanliness with timed intervals.

Our establishment values bilingual abilities as a plus, reflecting our commitment to inclusive service and effective communication. We also utilize E-Verify to confirm employment eligibility for all new hires, reflecting our adherence to legal compliance and employment standards. This role is vital to sustaining the company’s reputation for quality service and operational efficiency, providing Shift Leaders with opportunities for professional growth in a supportive and challenging environment.