The Shift Manager/Lead provides on-floor leadership during assigned shifts to ensure smooth restaurant operations, strong guest experiences, and adherence to company standards. Working closely with the Operations Manager, this role supports staff supervision, service execution, opening and closing procedures, and issue resolution while maintaining compliance with Massachusetts labor, safety, and sanitation requirements.

Shift Leadership & Operations

• Lead daily operations during assigned shifts, ensuring service, quality, and cleanliness standards are met.
• Perform opening and/or closing procedures, including cash handling, safety checks, and operational readiness.
• Responsible for completing inventory counts, placing orders, and monitoring product dates to ensure accuracy, freshness, and availability at the location.
• Monitor workflow and address operational issues in real time.

Guest Experience & Issue Resolution

• Respond to guest questions, concerns, and complaints promptly and professionally.
• Resolve routine service issues and escalate more complex matters to management as needed.
• Ensure consistent food quality, accuracy, and presentation during service.

Team Support & Supervision

• Support recruiting, onboarding, and training of new team members.
• Provide guidance, coaching, and direction to hourly staff during shifts.
• Reinforce company policies, service standards, and workplace expectations.
• Create employee schedules and coordinate staffing coverage to ensure operational needs are met.

Compliance & Safety

• Ensure compliance with all health, safety, and sanitation regulations.
• Promote safe work practices and a respectful workplace environment.
• Communicate compliance or performance concerns to management promptly.

The company reserves the right to modify duties as business needs evolve.

Minimum Qualifications (Knowledge, Skills, and Abilities)

· High school diploma or equivalent required. 

· 1–3 years of restaurant or guest-facing experience, with prior lead or supervisory experience preferred. 

· Demonstrated ability to deliver strong guest service. 

· Sound judgment, decision-making, and problem-solving skills. 

· Strong communication, organization, and time-management abilities. 

· Ability to work effectively in a fast-paced, high-volume environment.

Benefits

Eligible employees may receive medical and dental insurance, company-sponsored life insurance, a 401(k) plan with company match, paid time off, training opportunities, and dining discounts, subject to plan terms and eligibility requirements.

Physical Demands and Work Environment 

This position requires prolonged standing and walking on hard surfaces, frequent use of hands and arms, and occasional lifting of supplies up to 50 pounds. The work environment includes moderate to loud noise levels, warm temperatures, and exposure to kitchen equipment. Reasonable accommodation may be made in accordance with the ADA.