Shift Lead - Americana

Shift Lead - Americana $16.80 + $6.28 average tips per hour !

Position Summary/Objective of job: 

The Shift Lead position is responsible for supporting shop leadership by running the floor, leading the Scoopers and monitoring daily operations within the shop. They ensure completion of daily shop tasks and responsibilities. This role largely runs the FOH, allowing other leaders to complete additional operational tasks in the BOH. Ensures the daily / hourly checklists of the shop are completed, allowing the AGM and GM to focus on additional operational necessities of the shop. Shift Leads contribute by keeping everyone on track and leading by example. They give helpful tips to new Team Members, correct any errors made by a Scooper, and lend a helping hand anywhere that is needed. 

Essential Functions:  

• Guest Engagement. Shift Leads constantly interact with guests while they wait in line, when they enter the shop, when getting their ice cream, at the registers and when they exit the premises. 

• The Shift Lead upholds established shop standards through the ownership and delegation of the checklist booklet (weekly and daily checklists), ensures exceptional guest experience, and is responsible for leading Scoopers through the shift. 

• Provide additional support to the AGM and GM by delegating opening, closing and daily tasks to maintain operational excellence and necessary operating hours.  

• Helps shop leadership to roll out new training programs and trains new shop Team Members. 

• Having in-the-moment training conversations to uphold product standards, shop safety and cleanliness, standards, and organizational expectations. 

• Delegate tasks and create/use the Daily Visual Planner (DVP) to ensure all Team Members take breaks and are rotated through the stations appropriately. They will ensure all Team Members are stretching before starting their shift and returning from lunch breaks. 

• Ensure company policies are followed by Scoopers and communicate with leadership when coaching is necessary. 

• Ensure safety protocols are followed to keep the team safe and healthy when working and reports injuries and follow protocols in the event of an emergency.  

• Go through all of the same rotations the Scoopers do: scooping, waffling, register, dishes, line hosting, float, etc. 

• Maintain a consistent standard of customer service and resolve guest concerns as situations occur in a kind and thoughtful way.  

• Conduct ice cream inventory. Count all the tubs and pints and input them into the system. Audit invoice and put away orders of ice cream in the walk-in freezer. 

• Morning/Night Banking: It requires the ability to count, accurately report, attention to detail and organization.  

• Data Entry- use the logbook to track cash and daily wins/challenges, logs quality control items, logs/reports outages, equipment issues, staffing feedback, reports performance incidents, reports time and attendance incidents, Employee Behavior Incident Report (EBIR) submissions.  

• Escalate appropriately to ensure shift is meeting hospitality and safety standards. 

• Tasting/sampling a scoop of ice cream daily (including, when possible, different flavors of ice cream, including flavors that might not be the Team Member's personal preference), in order to be able to better communicate to customers why they might enjoy each flavor. 

Additional Responsibilities: 

• Identify supply needs and place Supply Order from vendor when additional leaders are not in shop.  

• Complete daily administrative banking duties when the manager is not present.  

• Menu Management- updates outages on Third Party Delivery (TPD), updates customer menus as needed. 

• Pack online orders and ensure we are packing or scooping the correct order.  

• Promptly answer the phones and give excellent customer service over the phone. 

• Other duties as assigned. 

Qualifications:

• Food handlers card is required within 30 days of start of employment. 

• 1-3 years work experience. 

• Food industry or customer service experience preferred.  

• Must be able to work 1 weekend day every week, and at least 3 shifts a week. 

• Available to work at least one closing shift a week with the potential to work as late as 1am. 

• Available to work holidays. 

• Must be 18 years or older. 

Knowledge and Critical Skills: 

• Being able to identify issues and proactively resolve and/or and bring it up to shop leadership. 

• Excellent communication skills are a requirement. Being able to effectively communicate with guests, the rest of the team, as well as LODs to ensure a smooth and successful shift is critical. 

• Must be able to train new Team Members with patience, kindness and humility. 

• Ability to work in a fast-paced environment.  

• Ability to cooperate well and adapt to change. 

• Shift Leads must be able to have a conversation, provide a high level of customer service and talk about our flavors, and give samples comfortably. These positive and upbeat interactions with guests are required throughout a shift. 

• Must be able to learn about and discuss our standard flavors and seasonal flavors. 

• Good spatial awareness is important due to the constrained space behind the counter. 

• Fluency in English. 

Physical Demands:

• Walking 50% 

• Standing 45% 

• Sitting 5%  

• Lifting 20% 

• Bending, pushing, and pulling 20% 

• Lifting up to 30lbs occasionally 

Work Environment:

• Walk-in freezer 5% freezer that can be 0 degrees inside 

• Waffling fumes 15% 

• Working with water 10% 

• Outside when line hosting 

• Noise-level in the shop can be loud  

• Work behind the counter is semi-confined 

Salt and Straw Values

Create The Unbelievable

Show Up Generously

Act With Thoughtful Curiosity

Share Human Kindness

Make It Count

Commuter Benefits

Salt & Straw offers an employer-sponsored Commuter Benefit, administered by ALICE. This benefit allows you to set aside pre-tax dollars to use for certain work-related commuting expenses. These expenses include qualified parking costs, mass transit expenses, and ride sharing. 
The IRS establishes a maximum amount of commuter assistance benefits that a Team Member can exclude from income for tax purposes. The limits for 2023 are $300 per month for qualified parking, and $300 per month for mass transit and ride sharing.

To learn more about your ALICE Commuter Benefit, visit https://thisisalice.com/faqs/.

Accessibility Support

Salt & Straw offers support for those who need assistance with our online application process to provide an equal employment opportunity to all job seekers, including individuals with disabilities. If you are a U.S. applicant and desire a reasonable accommodation to complete a job application, please contact our HR team at ta@saltandstraw.com.

Salt & Straw is proud to be an equal-opportunity employer of all qualified individuals. We will consider all people - minorities, women, veterans and individuals with disabilities no matter their sexual orientation or gender identity. Salt & Straw will consider giving opportunities to qualified individuals with criminal histories when it aligns with federal, state and local statutes.

Salt & Straw participates in E-Verify. We will provide the Social Security Administration, and if necessary, the Department of Homeland Security, with information from each new employee's Form I-9 to confirm work authorization. Please note that we do not use this information to pre-screen job applicants.

We can't wait to meet you!

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