Position: Shift Leader
Reports to: General Manager
Job Purpose
The Shift Leader supports the management team by overseeing restaurant operations during assigned shifts. This role is responsible for ensuring excellent customer service, maintaining food safety and cleanliness standards, supervising team members, and supporting operational and financial goals. The Shift Leader leads by example and ensures compliance with company policies, procedures, and brand standards.
Key Responsibilities
Leadership
- Lead and supervise team members during assigned shifts to ensure smooth restaurant operations.
- Assist with training, coaching, and developing crew members to meet performance and service expectations.
- Enforce uniform, grooming, and safety standards.
- Demonstrate WKS Values: Integrity, Loyalty, Winning, Service, and Teamwork.
- Maintain positive team morale and promote a respectful workplace.
Operations Management
- Execute shift opening and closing procedures, including safety, security, and cash protocols.
- Ensure food safety and restaurant cleanliness standards are consistently met.
- Monitor compliance with Wendy’s Critical Checklists and daily operational routines.
- Support inventory rotation, product quality checks, and equipment use/maintenance.
- Assist with product preparation, line operations, and food service during rush periods or staffing gaps.
- Ensure appropriate staffing and proper deployment of crew throughout the shift.
Customer Service
- Ensure all customers receive fast, friendly, and accurate service.
- Monitor and meet WKS and Wendy’s service metrics: Friendliness, Accuracy, Cleanliness, Speed, and Taste.
- Respond to and resolve customer issues professionally and promptly.
- Provide direction to the team to maintain high service standards at all times.
Financial Management
- Assist with cash handling processes, including reconciling tills and ensuring secure cash controls.
- Monitor product usage, food waste, and labor levels during shifts.
- Support efforts to achieve daily sales and labor goals.
Compliance
- Ensure all team members follow company policies, procedures, and food safety regulations.
- Enforce timekeeping accuracy and escalate any concerns to management.
- Maintain accurate shift documentation and complete assigned reports.
- Promptly report any concerns related to harassment, discrimination, retaliation, wage and hour issues, bullying, workplace violence, or other inappropriate behavior to management or HR.
Physical Requirements
- Standing and walking for extended periods (majority of the shift).
- Frequent reaching at shoulder level; occasional overhead reaching.
- Frequent bending, stooping, gripping, pinching, writing, and handling products or equipment.
- Lifting and carrying ranges:
- 0–10 lbs: Frequent
- 11–25 lbs: Occasional–Frequent
- 26–50 lbs: Occasional with assistance
- 51–75 lbs: Seldom; team-lift only
- Pushing/pulling 10–40 lbs occasionally (e.g., trash bins, supply carts).
- Use of headsets, POS systems, monitors, fryers, grills, and other kitchen equipment as permitted by state age requirements.
Work Environment
- Exposure to heat, hot equipment, burn hazards, cold storage areas, slippery surfaces, and cleaning chemicals.
- Fast-paced work performed in both indoor and outdoor settings (drive-thru, lot, front counter).
- Frequent customer interaction and interruptions throughout the shift.
Cognitive Demands (ADA/FEHA-compliant)
- Ability to maintain focus in a fast-paced environment.
- Ability to multitask and shift between tasks quickly.
- Ability to make timely decisions and resolve customer or crew issues.
- Ability to supervise, coach, and direct team members during shifts.
- Ability to handle customer interactions professionally.
- Ability to adapt to changing business needs or staffing conditions.
- Ability to maintain professional behavior and composure during normal workplace stress.
- Ability to maintain regular and predictable attendance.
Experience Requirements
- Minimum of 6 months to 1 year of restaurant or customer service experience.
- Prior leadership or shift lead experience preferred.
- Must be at least 18 years of age.
- High school diploma or equivalent preferred.
- Strong communication and customer service skills.
- Basic cash handling and POS experience required.
- Ability to work flexible hours, including evenings, weekends, and holidays.
- Reliable transportation and willingness to work at nearby locations as needed.
This document describes the job and its traditional physical, cognitive, and environmental demands. It does not describe the abilities of any individual employee. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
