Shift Leader

THG - 370, Dedham; Dedham (MA); On-site; USD 25,000 - 36,000; Full time

Job summary

THG is seeking a Shift Lead to guide hourly team members, support management, and uphold hospitality-first standards on the floor. The role emphasizes building guest relationships, maintaining high service levels, and contributing to a positive dining experience throughout the shift.

Compensation is competitive; candidates should be English-proficient, reliable, and capable of handling fast-paced operations while assisting with inventory, costs, and quality control.

Qualifications

• Ability to work when needed to support the managers, the team and the brand.
• Attendance is key; must be in store as scheduled.
• Maintain confidentiality within the Management team.
• Reach MIT binder standards and be certified in all positions in the store.
• Positive, honest, patient and encouraging demeanor.
• Read and communicate effectively in English, both verbal and written.
• Energetic, friendly and proactive team player.
• Able to work and manage a team in a fast-paced environment.
• Proficient in all levels including recipe knowledge, service standards, sanitation, FOH/BOH management.
• Able to lift, bend, stoop, walk and perform physical tasks for hours.

Responsibilities

• Enriches each guest's experience by building relationships on the floor.
• Oversees the entire operations of the restaurant while leading the shift.
• Confidently handles guest complaints and service issues with grace and solutions.
• Works on increasing sales in-store, delivery and catering.
• Shares responsibilities with managers to complete all checklists.
• Shares office administration duties (cash handling, loss prevention, audits).
• Operates Revel POS functions and troubleshoots as needed.
• Monitors restaurant equipment and keeps it in good repair.
• Manages labor in-store to meet budgeted hourly labor.
• Monitors food waste and inventory and resolves food quality issues.
• Directs and follows up with team to ensure daily checklists are completed.
• Follows Manager Travel Path and trains the team.
• Leads team in maintaining cleanliness and organization standards.
• Uses development journals to own training, cross-training and development.
• Partners with Managers to recruit, interview, hire and retain top performers.
• Helps lead the team to excel at hospitality, productivity and performance.

Job description

The shift lead position is the first step an hourly team member takes towards becoming a manager. One may not always be leading a shift, but as a certified shift leader, the individual will be expected to always be thinking like shift leader. The individual has been chosen for this position based on their leadership qualities as well as the skills they have shown management on a daily basis. Successful shift leading will directly lead to be eligible to become a manager within the THG organization.

Purpose of Position:

• Supports the Management team while ensuring all team members perform to the highest standards - 100% performance, 100% of the time at 100% volume of the business

• Assists the Management team with inventory control, food quality, controllable costs and financial results

• Shift leaders are accountable for every guest’s complete satisfaction in their dining experience by empowering team members to react positively and by being hospitality focused FIRST in every instance - while maintaining a constant presence on the floor

Responsibilities:

• Enriches each Guest’s experience by effectively building relationships while on the floor

• Oversees the entire operations of the restaurant while leading the shift

• Confidently handles guest’s complaints and service issues with grace and focus… finds solutions

• Works on increasing sales… in-store, delivery and catering

• Shares responsibilities with fellow managers to follow and complete all manager checklists

• Shares all office administration duties (cash handling, loss prevention, audits, etc…)

• Able to operate all Revel POS functions and troubleshoot when needed

• Monitors restaurant equipment and ensures it is kept in good repair

• Manages labor in store to ensure hourly labor is within parameters to meet budget

• Monitors food waste and inventory… resolves ALL food quality issues

• Directs and follows up with team members to ensure that daily checklists are being completed

• Follows Manager Travel Path

• Leads team in maintaining the highest cleanliness and organization standards

• Utilizes development journals to OWN the training, cross-training, and development of the team

• Challenges themselves to becoming better everyday

• Partners with Managers to recruit, interview, hire and retain a team of top performers

• Helps lead the entire team to excel at hospitality, productivity and performance

Requirements:

• Ability to work when needed to support the managers, the team and the brand

• Attendance is key; the store must open on time and close when scheduled - when you are scheduled to do either, you will be required to be in store as any other manager

• Maintain confidentiality to and with your Management team; what is talked about within your Management team must be in complete confidentiality

• Expected to reach the MIT binder, train based on its standards and be certified in all positions in the store; this includes the team member handbook and shift running

• Positive, honest, patient and encouraging demeanor

• Reads and communicates effectively in English in both verbal and written communications

• Energetic, super friendly and a proactive team player

• Able to work and manage the team in a fast-paced environment

• Proficiency at all levels, including recipe knowledge, service standards, sanitation practices, FOH and BOH management functions

• Ability to lift, bend, stoop, walk and perform other physical tasks for hours

Compensation: Competitive salary