Shift Lead (Bloomington, IL)

Anchor Point Management Group; Bloomington (IL); On-site; USD 17,000 - 22,000; Full time

Job summary

Buffalo Wild Wings is seeking a Shift Leader to support the management team and provide coverage during peak periods. You will lead service operations, coach staff, and ensure guest satisfaction while safeguarding quality and safety.

The role requires strong leadership, excellent communication, and the ability to manage labor and daily operations. This is a full‑time, on‑site position with responsibilities across both FOH and BOH.

Qualifications

• Leadership and facilitation abilities with team members and management.
• Excellent verbal communication and interpersonal skills.
• Ability to take direction, execute team objectives, and adapt to change.
• Knowledge of current marketing initiatives and events for guest information.
• Knowledge of sanitation, food safety, and security procedures; basic math skills.
• Familiarity with RAS (Responsible Alcohol Service) procedures.
• Strong customer service orientation and menu/drink knowledge.
• Ability to resolve guest issues and uphold operational standards.

Responsibilities

• Ensure 100% table visits and guest issue resolution throughout the shift.
• Lead and coach team member performance.
• Support sales and profit goals for the restaurant.
• Assist front of house and heart of house with administrative tasks.
• Open/close the restaurant and complete paperwork.
• Conduct mid-shift and shift-change meetings with staff.
• Manage cash drawers, safe audits, and cash handling processes.
• Perform CVDs, pull backs, and server check-outs.
• Document shift highlights in daily logs; communicate updates.
• Oversee daily QSC, food quality, labor, and safety checks.
• Receive and verify food and liquor orders; ensure proper storage.
• Maintain guest relations and address complaints professionally.
• Assign cleaning duties and monitor schedule adherence.
• Monitor guest and team member safety and responsible service.

Skills

Leadership

Communication

Direction

Marketing awareness

Sanitation

RAS (alcohol service)

Customer service

Operations problem solving

Menu knowledge

Conflict resolution

Education

21+ years old

Wing Certified Trainer

Shift Leader certification

Buffalo Wild Wings experience

Job description

Overview

The purpose of this position is to provide additional support to the management team and allow for additional coverage during peak periods, or in the absence of a Manager.

Responsibilities

• Ensure that 100% of table visits are performed and all Guest issues are resolved throughout the shift
• Lead and coach Team Member performance
• Positively impact the achievement of sales and profits in the restaurant
• Help provide support and direction for the Front of House and Heart of House Teams Administrative
• Open and close the restaurant, including all appropriate paperwork
• Run a mid-shift
• Perform shift change, including all appropriate paperwork
• Break down cash drawers
• Perform safe audits
• Inspect credit cards
• Complete Manager Absolutes
• Perform Comps, Voids, and Discounts (CVDs) and Pull Backs
• Perform Server check-outs
• Document shift highlights in the daily communication log
• Operational Readiness & Execution
• Perform Heart of House Line Checks
• Perform Bar Line Checks
• Perform Daily QSC
• Monitor food quality, labor, and safety throughout the shift
• Receive food orders, ensure proper product, food quality, food safety, and proper storage
• Receive liquor orders, ensure proper products and proper storage
• Guest & Team Member Relations
• Conduct Team Member pre-shift meetings
• Perform figure eights during peak periods
• Address Guest complaints in the restaurant
• Assign cleaning duties to Team Members
• Manage labor on the shift
• Monitor Guest and Team Member safety and security
• Monitor Responsible Alcohol Service
• Other duties as assigned by supervisor

Qualifications

• Knowledge/Skills: Leadership and facilitation abilities with fellow Team Members and management; knowledge of all functional areas of restaurant operations
• Superior verbal communication and interpersonal skills
• Ability to take and give direction, and execute team and company objectives
• Knowledgeable about current marketing initiatives and upcoming events to inform guests and Team Members
• Knowledgeable of proper sanitation, food safety, and security procedures; basic mathematical skills
• Knowledge of RAS (responsible alcohol service) procedures as defined by federal and state laws and company policy
• Knowledge of commonly ordered drinks and food items; high degree of customer service
• Knowledge of Operations; ability to resolve Guest issues
• Knowledge of all menu and drink items to ensure quality and coach others
• Conflict management, analytical skills, and high emotional intelligence to recognize and solve problems
• Freedom to Act: Ability to follow specific service time and guidelines while engaging Guests and customizing their experience
• Size and Complexity: Ability to ensure 100% of table visits and Guest issue resolution; reliable and dependable with schedule adherence; maintain pace and intensity
• Interaction: WOW our Team Members with respect, positive encouragement, and fair treatment; maintain positive work relationships with management
• External Relationships: WOW our Guests with high satisfaction and focus on friendly service, food, fun, and value; ability to interact with Guests to monitor their needs

Education/Experience

• Required
• Minimum 21 years of age
• Certification as a Wing Certified Trainer in at least one hourly position
• Completion of Shift Leader certification
• Preferred
• Prior experience managing others or two years of Buffalo Wild Wings experience

This job description is intended to describe the general level of work being performed. It is not intended to be all-inclusive. The duties of this position may change from time to time. Buffalo Wild Wings reserves the right to add or delete duties and responsibilities at the discretion of Buffalo Wild Wings or its managers.