Shift Leader

The Shift Leader will be driving all day-to-day FOH activities as per the company’s true luxury Pâtisserie standards.

This position will be critical for all FOH activities with customers, staff and some 3rd parties / vendors / requests.

Additionally, the position will be responsible for challenging selling process with the staff and increasing sales volume.

Leading, motivating, and monitoring FOH staff activities, while being in the customer service action directly as well.

The Shift Lead will need to ensure that the company’s expectations for service, appearance, cleanliness, and product knowledge are consistently followed by the entire FOH staff team through all shifts as well as during openings and closings.

The successful candidate will bring several years of relevant experience with a successful track record, a true passion for high touch customer service, and a self-driven approach.

An interest in gastronomy, Pâtisserie and/or French arts & culture is important. French language knowledge is a big plus but not mandatory.

SPECIFIC RESPONSIBILITIES:
Including but not limited to the following, and subject to change based on evolving business priorities:
- Ensure perfect appearance in line with company standards through exactitude of space organization, merchandising, and pristine cleanliness at all times.
- Ensure product and service communications from team to customers are fully in line
- Ensure schedule is being followed 
- Anticipate and manage rushes at the counter to maximize customer satisfaction, experience, as well as sales volume
- Monitor staff performance, provide feedback, and address any service issues promptly.
- Conduct staff training on new menu items, service procedures, and company policies.
- Greet guests warmly and professionally upon arrival, and ensure the entire team does the same, consistently
- Ensure smooth guest flow throughout the dining room
- Monitor table turnover and optimize seating arrangements to maximize capacity.
- Actively engage with guests to create a positive Pâtisserie experience.
- Ensure execution with high touch presentation of all orders: live at counter, live digital, on-site pre-orders, and online pre-orders.
- Communicate with Owners and BOH as need be for orders and operational executions to be consistently smooth and processed.
- Train on and monitor opening and closing procedures are followed on a daily basis and with an anticipation and luxury standard approach
- Monitor inventory levels of supplies and beverages, placing orders as needed and per frequency set with Owners.
- Maintain cleanliness and organization of the front of house area, including dining room and restrooms, as well as counter and visible hot kitchen. Ask porter to execute such cleanliness duties on consistent basis.
- Enforce company policies and standards related to service and guest experience.
- Handle cash management and ensure accurate transactions.

SKILLS & EXPERIENCE REQUIRED:
- Excellent communication and interpersonal skills to interact effectively with guests and staff
- Understanding of luxury requirements and nuances in a hospitality setting
- Strong leadership abilities to motivate and manage a team, and comfort level in ensuring operations are up to standard with the team, even during traffic peaks
- Detail-oriented with a focus on maintaining high service standards
- Ability to work under pressure and manage multiple tasks simultaneously
- Ability and excitement to work in the action with the team while overseeing such team and operations
- Prior relevant experience in a restaurant or hospitality setting, preferably with supervisory experience, with successful track record
- Knowledge of POS systems and restaurant operations
- Flexibility to work varying shifts, including weekends and holidays