Restaurant Shift Leader

Keil Group•Frederick, MD

2d•Onsite

About The Position

The Shift Leader leads and develops associates to deliver outstanding product quality and customer service, build sales, and control costs during each shift. The role follows Potbelly operating policies and procedures and represents Potbelly’s values. It oversees shift operations, including assigning and delegating tasks, training and coaching associates, managing the service line, resolving customer issues, maintaining food safety and product-quality standards, supporting marketing activities, and controlling food, labor, waste, and cash costs. Shift Leaders also perform opening, transition, and closing duties and must be able to work at least two opens and/or closes per week. This position is with an independently owned Potbelly franchisee, which is the sole employer and independently sets employment terms, wages, and benefits. The job requires a minimum of 40 hours per week. The work is primarily indoors (95%) with some outdoor work (5%), in a fast-paced, high-volume restaurant. The employee must tolerate warm and cool environments, noise from music and customer and employee traffic, and potential exposure to peanut products, egg, dairy, gluten, soy, seafood, and shellfish.

Requirements

At least 1 year of supervisory experience in a restaurant or retail environment.
High school degree.
Ability to work a minimum of 40 hours per week and at least 2 opens and/or closes per week.
Must complete and pass a Food Safety Certification course; certification is through the Illinois Department of Public Health in Illinois, or through ServSafe, the National Registry of Food Safety Professionals, or Prometric in other states. After two unsuccessful attempts, the employee is not qualified to continue in a Shift Leader or Management capacity.
Ability to comprehend and communicate in English verbally and in writing well enough to perform job responsibilities.
Exceptional customer-service skills.
Strong written and verbal communication, organizational, and interpersonal skills, including the ability to multitask.
Ability to train and coach others, demonstrate strong leadership, and work as a team player.
Ability to manage fast-paced, high-volume shifts while providing excellent customer service.
Ability to stand or walk 8–9 hours per day and sit 1–2 hours per day; exert frequent, well-paced mobility for periods of up to five hours.
Ability to lift up to 10 pounds frequently and up to 50 pounds occasionally.
Ability to frequently reach, feel, bend, stoop, carry, finely manipulate, and key in data.
Ability to work in warm and cool environments, tolerate elevated noise levels, and tolerate potential exposure to peanut products, egg, dairy, gluten, soy, seafood, and shellfish.

Responsibilities

Lead associates during shifts, assign cleaning, line, opening, and closing tasks, and provide feedback and training.
Support personnel policies, labor laws, safety procedures, and security procedures, including safe and opening/closing procedures.
Perform or oversee opening, transition, and closing duties.
Resolve customer complaints and issues, empower associates to ensure customers leave happy, and provide excellent customer service.
Execute and support food-safety requirements and practices.
Manage and organize the service line, delegate duties, work the line as needed, and ensure back-of-house procedural standards are met.
Uphold product-quality standards and promote sales by executing the marketing plan within the restaurant.
Control food costs, labor, waste, and cash during the shift.
Count drawers and follow daily cash-handling procedures.
Coordinate schedules, solve problems, maintain cleanliness, and train employees in a fast-paced, high-volume restaurant.