Position Summary
The Front of the House Service Shift Manager supports the operation in delivering Superior Guest Service by managing or assisting with daily restaurant performance. This includes monitoring and understanding key operational areas such as cost control, revenue, labor management, inventory, and the overall quality of products and services. The position also contributes to effective employee relations by supporting coaching, counseling, and training initiatives. Additionally, the Service Shift Manager helps ensure all food and service standards meet company, brand/concept, franchise, and regulatory agency requirements, maintaining a consistent and compliant guest experience.
Key Responsibilities
- Manages or assists with daily unit operations by monitoring cost controls, revenue, labor, inventory, and the overall quality of products and services.
- Supervises front‑of‑house employees, assigns duties, and ensures all areas of the unit are properly cleaned, maintained, and guest‑ready.
- Monitors and maintains quality control records, including quality assurance logs, loss‑prevention procedures, and cleaning and sanitation programs.
- Ensures full compliance with company policies, brand and/or franchise operating standards, and all applicable regulatory requirements.
- Operates the unit in accordance with airport rules and expectations, maintaining awareness of passenger volume and operational activity.
- Maintains effective communication and positive employee relations by assisting with progressive discipline, resolving employee concerns, supporting incentive programs, and participating in performance review processes.
- Assists with recruiting, selecting, promoting, and training associates, as well as processing status changes when needed.
- Collaborates with maintenance personnel to inspect, maintain, and arrange for the repair or replacement of equipment as necessary.
- Follows and monitors safe food handling, hygiene, sanitation, and workplace safety practices, ensuring compliance at all times.
- Performs other duties as assigned to support overall unit operations and guest service.
Decision-Making Authority
The position has the authority to make operational recommendations regarding the assigned unit and provides guidance and input to upper‑level management on matters affecting shift performance, team operations, and service standards.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skills, and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education & Previous Experience
- High school diploma required.
- Completion of a technical school or company‑sponsored program in restaurant management, food service, or a related field is highly preferred.
- Minimum of 3 years of restaurant or food service experience, including at least 2 years in a leadership or supervisory role.
- Must be able to obtain alcohol awareness certification and/or ServSafe Food Safety certification.
- Strong knowledge of restaurant operations.
- Demonstrated ability to lead, coach, and motivate subordinate staff.
- Exceptional interpersonal skills for interacting effectively with employees, customers, and other stakeholders.
Language & Skill
- Ability to speak, read, write, and comprehend instructions, correspondence, and memos in English.
- Ability to communicate effectively in one‑on‑one and group settings with customers, coworkers, and staff.
Ability to add, subtract, multiply, and divide using whole numbers, common fractions, and decimals.
Ability to apply sound judgment and understanding when carrying out written, oral, or diagram‑based instructions.
Physical Demands
The physical demands described here are representative of those required to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.
- Must be able to communicate effectively in verbal and written form and visually navigate the unit.
- Required to stand and walk continuously throughout the shift.
- Regular use of hands for lifting and carrying items (0–30 lbs.), along with frequent reaching, grasping, pushing, pulling, stooping, and bending.
Work Environment
The work environment characteristics described here are representative of those encountered while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.
