Restaurant Shift Leader

Potbelly Sandwich Works; Waldorf (MD); On-site; USD 17,908 - 23,419; Full time

Job summary

Potbelly Sandwich Works is seeking a Shift Leader to oversee daily operations in a fast‑paced, customer‑focused restaurant. You will lead and train associates, ensure food safety, manage the line, and support the marketing plan to drive sales while controlling costs.

As a Food Service Supervisor, you will ensure opening/closing routines, uphold Potbelly standards, and provide exceptional service in a busy shop environment.

Qualifications

• Minimum 1 year supervisory experience in a restaurant or retail environment.
• Must pass a Food Safety Certification course (ServSafe or equivalent).
• Strong communication and leadership skills required.

Responsibilities

• Lead Associates on shifts, assigning tasks and providing feedback/training.
• Manage the line, uphold product quality and customer service standards.
• Promote sales by executing the marketing plan and controlling costs on shift.
• Ensure all safety and cash-handling procedures are followed.
• Open/close duties and transitions between shifts.
• Provide excellent customer service and respond to issues promptly.

Skills

Supervisory experience

Food safety knowledge

English communication

Education

High School diploma

Job description

Job Title: Shift Leader

Department/Function: Operations

Location: Field, in Shop

Report to: General Manager/Assistant Manager

Details: Nonexempt

Travel Requirements: Rarely

General Description

Leads and behaves according to Potbelly Values. Leads a shift by managing and developing associates to execute outstanding product quality and customer service, build sales and control costs for each shift. Follow standard Potbelly operating policies and procedures with essential areas of focus including but not limited to:

FOCUS

People

• Lead Associates on shifts, including assigning tasks (cleaning, line duties, opening/closing duties), providing feedback and training.
• Know and support appropriate personnel policies, labor laws and safety procedures.
• Ensure all security procedures are executed (safe procedures, open/close procedures etc.).
• Transitions into opening/closing duties.

Customers

• Make customers really happy.
• Resolve customer complaints/issues.
• Empowers Associates to make sure all customers leave happy.
• Execute and support all food safety requirements and practices.

Sales

• Lead Associates to open, transition, and close shifts without supervision.
• Manage and organize the line and delegate duties to Associates.
• Know and uphold standards for product quality.
• Work the line as needed.
• Ensure back-of-the-house procedural standards are met.
• Promote sales on the shift through executing the marketing plan within the four walls.

Profits

• Control food costs, labor, waste, and cash on the shift.
• Count drawers and follow proper daily cash handling procedures.

Essential Physical Functions

• Must have the ability/stamina to work a minimum of 40 hours a week.
• Ability to stand/walk for 8-9 hours per day and sit for 1-2 hours per day.
• Must be able to exert well‑paced and frequent mobility for periods of up to five hours.
• Must be able to lift up to 10 pounds frequently and up to 50 pounds occasionally.
• Will frequently reach, feel, bend, stoop, carry, finely manipulate and key in data.
• Must be able to work in both warm and cool environments, indoors (95%) and outdoors (5%).
• Must be able to tolerate higher levels of noise from music, customer and employee traffic.
• Must be able to tolerate potential allergens: peanut products, egg, dairy, gluten, soy, seafood and shellfish.
• Ability to oversee a fast‑paced, high‑volume, customer‑focused restaurant through coordination of schedules, problem‑solving, maintaining cleanliness, training employees and providing great customer service.

Experience, Education and Behaviors

• Must represent Potbelly Advantage and Our Values.
• Minimum of 1 year supervisory experience in a restaurant or retail environment.
• Minimum educational requirement: High School degree.
• Must be able to work a minimum of 2 opens and/or closes per week.
• As a requirement of the position, all Shift Leaders and Managers must be trained and pass a Food Safety Certification course. In Illinois certification is required through the Illinois Department of Public Health, while in all other states certification is required through the National Restaurant Association (ServSafe), National Registry of Food Safety Professionals or the National Environmental Health Association (Prometric). Should the Shift Leader or Manager fail to pass the certification requirements after two attempts, he or she will not be qualified to continue to perform in a Shift Leader or Management capacity.
• Ability to comprehend and communicate in English via verbal and written communication, such that the employee can perform his or her job responsibilities.
• Exceptional customer service skills.
• Strong communication skills, both written and verbal.
• Strong organizational skills and the ability to multi‑task.
• Strong interpersonal skills.
• Ability to train and coach others.
• Must be able to demonstrate strong leadership skills at all times.
• Must be a strong team‑player.
• Ability to manage a fast‑paced, high‑volume shift while providing excellent customer service.