Shift Leader 2.0

Progressive HR Strategies • New Orleans, LA

1d

About The Position

The Front of House Shift Leader is a hands-on, hourly leader who supports the Front of House Manager with the daily management and execution of The Warbler Hotel’s food and beverage operations. The role serves as a visible floor leader, coordinates team members and service flow, reinforces service and culture standards, and supports a seamless guest experience across food and beverage outlets and dayparts. The Shift Leader leads by example, remains composed and solutions-oriented during service, communicates across shifts and departments, and may step into the Manager on Duty function when assigned and within delegated authority.

Leadership at The Warbler is defined by presence, preparation, training, support, and accountability. The Shift Leader helps the team do its best work by resolving ambiguity, consistently reinforcing standards, and supporting a high-performing and enjoyable workplace. Primary work areas include Mildred’s, Milly’s, Upstairs, in-room dining, and other food and beverage service areas.

Requirements

• Prior front-of-house experience in a full-service restaurant, hotel, bar, café, or comparable hospitality operation.
• Demonstrated ability to guide peers, coordinate service, and remain calm and professional in a fast-paced guest environment.
• Working knowledge of front-of-house service standards, guest recovery, food safety, sanitation, and responsible alcohol service expectations.
• Clear verbal and written communication skills, sound judgment, reliable follow-through, and attention to detail.
• Ability to learn and use point-of-sale, reservation, scheduling, guest information, and workplace communication systems.
• Availability to work a flexible schedule that may include early mornings, evenings, weekends, holidays, and changing business demands.
• Ability to remain on one’s feet and move through indoor and outdoor service areas for extended portions of a shift.
• Ability to bend, reach, carry service items, and perform routine front-of-house physical tasks, with or without reasonable accommodation.
• Ability to work in active restaurant, bar, café, rooftop, poolside, and back-of-house environments that may include heat, humidity, noise, crowds, stairs, and changing weather conditions.
• Ability to communicate effectively with guests and team members in a busy service environment.

Nice To Haves

• At least one year of lead, trainer, shift supervisor, or comparable hospitality leadership experience.
• Experience in a luxury or boutique hotel, chef-driven restaurant, high-volume bar, or multi-outlet food and beverage environment.
• Knowledge of food, wine, spirits, cocktails, coffee, reservation flow, and New Orleans hospitality.

Responsibilities

• Assist the Front of House Manager with opening, operating, transition, and closing responsibilities across food and beverage outlets.
• Monitor guest flow, service pacing, staffing deployment, cleanliness, atmosphere, sidework, and completion of service standards as an active floor leader.
• Lead assigned pre-shift lineups covering guest notes, VIPs and occasions, menu or product updates, operational alerts, team check-ins, and service intentions.
• Coordinate accurate handoffs between outgoing and incoming teams, documenting and communicating open guest requests, operational issues, VIP notes, and follow-up needs.
• Support reservations, walk-in flow, seating, table management, order flow, and communication across front-of-house teams, culinary, stewarding, hotel operations, and leadership.
• Identify operational concerns, act within assigned authority, and promptly escalate matters requiring management attention.
• Complete assigned checklists, logs, incident documentation, cash or closing controls, and other shift records accurately and on time.
• Model warm, anticipatory hospitality and maintain a visible presence in guest-facing spaces.
• Ensure guest handoffs have clear ownership, appropriate context, and a warm introduction.
• Respond calmly to guest concerns, find appropriate solutions, involve a manager when needed, follow through, and document significant recoveries.
• Protect guest privacy and discretion, including the handling of room numbers, personal information, preferences, occasions, VIP notes, and stay details.
• Provide real-time direction, coaching, recognition, and respectful correction to front-of-house team members.
• Help train and onboard team members on service steps, menu and product knowledge, outlet standards, safety, communication, and The Warbler Way.
• Reinforce expectations for punctuality, readiness, appearance, uniform, phone use, sidework, teamwork, and respectful conduct.
• Promote direct and kind communication, mutual support, and keeping personal conflict out of guest-facing spaces.
• Communicate performance, attendance, conduct, training, and operational concerns to the Front of House Manager; do not administer formal discipline unless specifically authorized.
• Help maintain compliance with food safety, sanitation, alcohol service, occupational safety, emergency, and company policy requirements.
• Immediately escalate safety concerns, suspected harassment or discrimination, injuries, security concerns, property damage, and significant service failures.
• Document required incident information on the day of the event and route it through established reporting channels.
• Safeguard company property, keys, payment information, cash, inventory, equipment, confidential records, and guest information.
• Represent New Orleans with genuine knowledge and pride, and support the team in sharing the city authentically.
• Communicate, document, and hand off information to protect the guest experience across roles and outlets, and consistently follow established standards.

Benefits

• Eligible for the hotel’s benefits program on the first of the month after 30 days of hire.
• Company contribution of $250 per month, according to the current benefits overview.
• Access to medical, dental, vision, life, short-term disability, hospital, and accident coverage.
• Lead-only supplemental care access may apply under the governing plan terms.
• Retirement eligibility after 90 days may apply under the governing plan terms.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed