Shift Leader

POSITION SUMMARY:

Supervises a non-peak revenue period (PRP) shift in a restaurant, focused on doing what is right for the Company, the Guests and Employees

Responsibilities:

1. Responsible for adhering to restaurant performance standards such as reducing crew on shift when business is slow, ensuring all crew members are actively working at their assigned station/duties while on the clock and regulating workflow and reassigning crew stations as needed during a shift.
2. Personally talks to customers face to face and over the phone to resolve complaints in as positive a manner as possible. Uses good judgment when determining if customer credit is necessary. When credit is necessary, provides appropriate documentation of the decision so that audits can be completed.
3. Ensures customer needs are met throughout the shift though such activities as ensuring enough dough is prepared, quoted delivery times are accurate, drivers are verifying orders at dispatch, tables are being pre-bussed and bussed in a timely manner, guests are promptly welcomed to the restaurant, and guests are thanked for their business and invited back when they are leaving.
4. Ensures food safety and sanitation standards and customer and crew safety standards are maintained by such activities as follows: Verifying gloves are worn when employees are touching ready to eat food. Crew keeps restrooms clean and well-stocked. Tables, chairs, beverage dispensers and other items are regularly disinfected with sanitation wash. Salad bar and make table items are maintained at below 41°F. Pizza buffet, marinara on warmer and any other hot food is kept above 135°F. Ensures floors and other surfaces are kept clear of debris and water and that caution signs are appropriately used when floors are wet.
5. Ensures all crew members are in appropriate and clean uniform and hair is properly restrained. Ensure all crew members are wearing appropriate foot wear that helps prevent slips and falls.
6. Performs administrative tasks for shift being supervised. Includes driver and server cash out and tip distribution, cash counts of safe and drawers at scheduled times, prepares deposits, conducts end of shift and/or end of day activities on point of sale and back office systems. Documents unusual events and cash anomalies via Incident Report per the policies and procedures of the Company.
7. Usually involved in the training and development of crew members who are learning a new station or skill.

Timekeeping:

Required to clock in and out of the timekeeping system for all hours worked. Time records must be kept accurately and timely, reflecting actual hours and days worked.

FLSA Status: Nonexempt

Benefits Class: Hourly

• Eligible to earn annual vacation bonus.
• Shift Leader is eligible for 50% food discount per the policies of the Company.
• Eligible for participation in 401K program, per the qualifiers of the program.
• Eligible for participation in Group Insurance, per the qualifiers of the program.

Standard Hours:

• There are no minimum required or guaranteed hours.

• The Business Week runs Thursday through Wednesday.

Pay:

• Hourly employees are paid hourly for actual hours worked. There is a rate for the first 40 hours in a week. Then 1.5 times that rate for hours over 40 in a week.
• The Company prefers that restaurants staff with enough crew so that the scheduling of overtime hours become unnecessary or at least only in very unusual circumstances.

Certification:

Shift Leaders must pass the First Competency Test (Comp. 1) and successfully run a shift as the person in charge before being promoted to the Shift Leader title and awarded associated pay.

Labor Scheduling and Management:

When acting as the person in charge of the restaurant or a shift, the schedule will show the Shift Leader title. When working in the restaurant but the General Manager, Restaurant Manager or Assistant Manager is the Person in Charge, then the schedule will show FOH or BOH leader.

Shift Leader Skills and Qualifications

Decision Making, Verbal Communication, Customer Focus, Quality Focus, Proficient in Supervision of staff, Knowledgeable of Company Policies and Procedures.

• Must we able and willing to professionally confront and correct crew members who are breaking policies such as:
• Checking or interacting with their cell phone regularly while on the clock.
• Lounging or eating in the dining room, while in uniform, even if on break, while customers are present.
• Chitchatting, beyond simple politeness and providing service, with friends or family in the dining room while on the clock.
• Smoking, dipping or vaping while in uniform, on the clock and/or on Mazzio’s property or immediately adjacent property. (e.g., not in the drive thru and not sitting on the curb.)
• Apply principles of rational systems such as basic cash reconciliation and restaurant supervision to solve practical problems which involve a variety of concrete variables in situations where only limited standardization exists such as used to deal effectively with inter-personal situations involving employees and guests, and to interpret a variety of instructions furnished in written, oral, diagrammatic or schedule form as supplied by supervisory and corporate management.
• Recognize words and word meanings commonly found in manuals, procedural instructions, and food and non-food product labels and restaurant menus.
• Construct and write basic sentences using prescribed formats and conforming basic rules of punctuation, grammar, diction, and style in the preparation of correspondence and documentation of business operations.
• Speaks extemporaneously on a variety of subjects, using normal word order and all tenses of language to instruct employees in procedures and to initiate conversations with customers

Necessary Accomplishments

Experience

Completion of all certification modules (Train-To-Gain, supervisory certification programs and comprehensive knowledge exams) is required. Prior supervisory experience and experience working in a restaurant in various operating or support capacities including front- and back-of-house is desired.

Certifications/Licenses

The position may require a Food Handler’s permit and/or other individual compliance permits, certificates or licenses dependent upon the laws of the city or county in which the restaurant is located.

Working Conditions

The Shift Leader is mostly subject to inside environmental conditions, which are protected from the weather, but not necessarily temperature changes. The position provides occasional exposure to extreme heat with temperatures sufficiently high to cause marked bodily discomfort. Wet and/or humid conditions are present where they come into contact with water and other liquids. Subject to frequent washing of hands and arms. Routinely operates kitchen equipment consisting of moving conveyor-type belts and rollers and rotating mixer hooks and slicing blades.

Physical Demands – Strength and Stamina

The Shift Leader exerts up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly in the performance of activities. Force includes push/pull/lift. The Shift Leader is required to perform most work from a standing position. Work may involve frequent walking, intermixed with sitting for brief periods of time. Work requires stamina to perform duties for extended periods of time typically comprised of 4-8 hour shifts and occasional “split shifts” (4-6 hours shifts with “off time” of 2-4 hours between shifts). Shifts may encompass any day-parts of business: early morning, lunch, afternoons, dinner and late night.

Physical and Sensory Demands

Reaching, climbing, stooping, kneeling, crouching, handling, fingering, feeling, grasping, lifting, carrying, standing, walking, pushing, and pulling is required occasionally in the performance of functional duties. Requires punctual, regular, and reliable attendance. A sense of smell and taste is required for this position in order to determine the quality of food products.

Machines, Tools, Equipment and Work Aids

Adding machine, calculator, cash register, charts, computer terminal, diagrams, directives, documents, forms, keyboard, manuals, ovens, pen, pencil, publications, reference books, ruler, schedules, specifications, telephone, and video playback.

Interpersonal Contacts

Occasional internal contacts with Human Resources, Legal and Support Office personnel to give and exchange information. External contacts with customers, vendors, and personnel at the Health Department, that requires understandable and clear communications to transmit and receive. Ability to clearly hear, speak, and understand English.

Other Requirements

Reliable transportation