The Shift Leader is responsible for overseeing day-to-day operations during a designated shift, ensuring high levels of customer satisfaction, staff performance, and adherence to company policies. They support team members, resolve guest issues, and maintain a positive work environment.
Key Responsibilities:
Operational Supervision-Oversee daily operations during assigned shifts, including front desk, food service, housekeeping, or other departments.Ensure all staff follow standard operating procedures and service protocols.
Team Leadership:
Supervise, support, and motivate team members to deliver excellent service. Train new employees and provide on-the-job coaching and feedback. Assign tasks and monitor performance to ensure efficiency and quality.
Customer Service:
Handle guest inquiries, complaints, and emergencies in a professional and timely manner. Maintain a visible presence to anticipate guest needs and ensure satisfaction.
Administrative Duties:
Complete shift reports, log incidents, and communicate relevant information to the next shift and management. Manage inventory, cash handling, and shift reconciliation as needed.
Health and Safety:
Enforce cleanliness, safety, and sanitation standards in accordance with regulations. Respond to safety hazards or incidents and report them accordingly.
Qualifications:
Prior experience in hospitality or customer service (1–3 years preferred)
Previous supervisory or team leadership experience is an asset
Strong interpersonal and communication skills
Ability to multitask and work under pressure
Flexibility to work various shifts, including evenings, weekends, and holidays
Proficiency in using hospitality management systems (e.g., POS, PMS)
Working Conditions:
Fast-paced environment with long periods of standing or walking
May involve lifting or moving items as part of operational tasks
Shift-based work schedule