Job Title: Front of House Shift Leader

A Shift Leader directly supports all Zaxby’s managers and team members as an active leader who embodies the Zaxby’s mission statement, core values, and company culture. A FOH Shift Leader is an expert dedicated to creating encore guest experiences by providing excellent customer service and high quality food in a clean, inviting environment.

The Shift Leader effectively communicates with customers, can solve minor service issues, and provides the highest level of customer assistance behind the counter and in dining room. The job requires an expert level performance and customer service savvy to productively manage each FOH station. A Shift leader is committed to constantly training less skilled employees and supervises their activities to ensure that proper customer service is continuously practiced, correct orders are processed and presented to customers, and that the dining room/facilities are clean.

The Shift Leader completely understands the Micros ordering system and resolve minor malfunctions. A Shift Leader understands their leadership support role, communicates effectively with employees, and maintains a positive attitude toward management supervision and performance feedback.

Job Activities:

• Acts as a model of customer service excellence, can answer any questions regarding Zaxby’s products, and strives to provide exactly what the customer requests.
• Offers motivational support to employees and leads by example with a positive attitude.
• Performs each FOH workstation with a master skill level.
• Maintains and shares with others an expert knowledge of the Micros ordering system.
• Resolves minor customer issues at a work station or in the dining room.
• Trains/mentors 3-5 FOH employees and provides positives direction and performance feedback.
• Completes effective walk-thru of the dining room and provides added customer service in a cheerful, helpful, and non-intrusive manner.
• Oversees and assists all FOH employees to complete the FOH checklists by each shift’s end.

Equipment Utilized:

Oversees safe usage/storage of all hazardous chemical used to clean FOH/dining room. Safely uses all food preparation equipment including knives, peelers, lettuce choppers, tomato and lemon slicer, tea urns, bake oven, and any other potentially hazardous objects. Knows proper usage of drive-thru and call-in systems equipment. Understands Micros POS and how to correctly process customer orders.

General Qualification Requirements:

Exemplifies honesty and integrity thru actions and demonstrates a clear alignment with the Zaxby’s mission statement, core values, and company culture to encourage the growth of others, and the building of meaningful relationships. Must exhibit exceptional customer service, communication, and interpersonal skills to effectively assist all customers and employees with a positive attitude. Can lead in a fast-paced environment and willingly helps team members at any time. Acts as a role model and train/mentor for multiple FOH cashiers in a team-based environment. Willing to support management goals and continuously practice/teach correct FOH procedures. Able to solve minor FOH problems to continue the process of operational productivity. Must have basic math skills required to accurately manage a micros cash register and to account for all guest transactions to be verified at the end of a shift. Punctual, dependable, and with reliable transportation for completing each assigned shift. Understands Zaxby’s safety policies and procedures including necessary MSDS information. Must be able to lift 50 pounds and be able to stand for extended periods of time.