Shift Leader 2.0

FRONT OF HOUSE

Shift Leader

Full-Time Hourly Leadership Position

Reports To

Front of House Manager

Classification

Full-Time, Hourly, Non-Exempt

Leadership Level

Lead

Department

Food & Beverage - Front of House

Primary Work Areas

Mildred's, Milly's, Upstairs, in-room dining, and other F&B service areas

Position Summary

The Front of House Shift Leader is a hands-on hourly leader who supports the Front of House Manager with the daily management and execution of The Warbler Hotel's food and beverage operations. The Shift Leader serves as a visible floor leader, helps coordinate team members and service flow, reinforces The Warbler's service and culture standards, and supports a seamless guest experience across all F&B outlets and dayparts.

This role is expected to lead by example, remain composed and solutions-oriented during service, communicate clearly across shifts and departments, and step into the Manager on Duty function when assigned and operating within delegated authority.

The Warbler Leadership Standard

Leadership at The Warbler is a standard of presence, preparation, training, support, and accountability. The Shift Leader creates the conditions for the team to do its best work by resolving ambiguity quickly, reinforcing standards consistently, and making the workplace both high-performing and genuinely enjoyable.

Essential Duties and Responsibilities

Shift Leadership and Daily Operations

- Assist the Front of House Manager with opening, operating, transition, and closing responsibilities across food and beverage outlets.

- Serve as an active floor leader, monitoring guest flow, pacing, staffing deployment, cleanliness, atmosphere, sidework, and completion of service standards.

- Lead pre-shift lineups when assigned, including guest notes, VIPs and occasions, menu or product updates, operational alerts, team check-ins, and the service intention for the shift.

- Coordinate timely, accurate handoffs between outgoing and incoming teams so open guest requests, operational issues, VIP notes, and follow-up needs are documented and communicated.

- Support reservations, walk-in flow, seating, table management, order flow, and communication among hosts, servers, bartenders, runners, support staff, culinary, stewarding, hotel operations, and leadership.

- Identify operational concerns early, take appropriate action within assigned authority, and promptly escalate matters that require management attention.

- Complete assigned checklists, logs, incident documentation, cash or closing controls, and other shift records accurately and on time.

Guest Experience and Service Recovery

- Model genuine, anticipatory hospitality that is warm without pretense, confident without formality, proactive, and attentive to the right details.

- Maintain a visible presence in guest-facing spaces and move toward guest needs before a request must be repeated or escalated.

- Ensure every guest handoff includes clear ownership, appropriate context, and a warm introduction so the experience remains continuous.

- Respond to guest concerns with composure: acknowledge the issue, prioritize an appropriate solution, involve a manager when needed, follow through, and document significant recoveries.

- Protect guest privacy and discretion, including the proper handling of room numbers, personal information, preferences, special occasions, VIP notes, and details of a guest's stay.

Team Support, Coaching, and Accountability

- Provide real-time direction, coaching, recognition, and respectful correction to front-of-house team members during assigned shifts.

- Help train and onboard team members on service steps, menu and product knowledge, outlet standards, safety practices, communication expectations, and The Warbler Way.

- Reinforce punctuality, readiness, professional appearance, uniform, phone use, sidework, teamwork, and respectful workplace expectations.

- Encourage team members to ask for help, support colleagues without being asked, communicate directly and kindly, and keep personal conflict away from guest-facing spaces.

- Communicate performance, attendance, conduct, training, and operational concerns to the Front of House Manager without independently administering formal discipline unless specifically authorized.

Safety, Compliance, and Asset Protection

- Help maintain compliance with applicable food safety, sanitation, alcohol service, occupational safety, emergency, and company policy requirements.

- Immediately escalate safety concerns, suspected harassment or discrimination, guest or employee injuries, security concerns, property damage, and significant service failures.

- Ensure required incident information is documented on the day of the event and routed through established reporting channels.

- Safeguard company property, keys, payment information, cash, inventory, equipment, confidential records, and guest information.

Values in Practice

VALUE

SHIFT LEADER EXPECTATION

It's Personal

Treat every guest and team member as an individual. Notice, remember, document, and act with authentic curiosity.

Deeply Local

Represent New Orleans with genuine knowledge and pride, and help the team share the city rather than perform it.

Prosperity for All

Create value for guests, colleagues, the hotel, and the community while supporting learning and growth.

Shared Purpose

Communicate, document, and hand off. Protect the guest experience beyond the boundaries of any one role or outlet.

Lasting Standards

Follow the standard consistently, especially when it is inconvenient or no one is watching.

Qualifications

Required

- Prior front-of-house experience in a full-service restaurant, hotel, bar, café, or comparable hospitality operation.

- Demonstrated ability to guide peers, coordinate service, and remain calm and professional in a fast-paced guest environment.

- Working knowledge of front-of-house service standards, guest recovery, food safety, sanitation, and responsible alcohol service expectations.

- Clear verbal and written communication skills, sound judgment, reliable follow-through, and attention to detail.

- Ability to learn and use point-of-sale, reservation, scheduling, guest information, and workplace communication systems.

- Availability to work a flexible schedule that may include early mornings, evenings, weekends, holidays, and changing business demands.

Preferred

- At least one year of lead, trainer, shift supervisor, or comparable hospitality leadership experience.

- Experience in a luxury, boutique hotel, chef-driven restaurant, high-volume bar, or multi-outlet food and beverage environment.

- Knowledge of food, wine, spirits, cocktails, coffee, reservation flow, and New Orleans hospitality.

Physical and Work Environment Requirements

- Ability to remain on one's feet and move through indoor and outdoor service areas for extended portions of a shift.

- Ability to bend, reach, carry service items, and perform the routine physical tasks of front-of-house operations, with or without reasonable accommodation.

- Ability to work in active restaurant, bar, café, rooftop, poolside, and back-of-house environments that may include heat, humidity, noise, crowds, stairs, and changing weather conditions.

- Ability to communicate effectively with guests and team members in a busy service environment.

Compensation and Benefits

This is a full-time, hourly, non-exempt position classified at the Lead level. Hourly Managers and Leads are eligible for The Warbler Hotel's benefits program on the first of the month after 30 days of hire. The current benefits overview identifies a company contribution of $250 per month and access to medical, dental, vision, life, short-term disability, hospital, and accident coverage. Lead-only supplemental care access and retirement eligibility after 90 days may also apply under the governing plan terms. Benefit offerings, contribution amounts, eligibility rules, and plan terms may be amended and are controlled by the applicable plan documents.

Equal Employment Opportunity and Accommodation

The Warbler Hotel is committed to a respectful workplace and to equal employment opportunity. Employment decisions are made without unlawful discrimination or retaliation. Qualified applicants and team members may request reasonable accommodation to perform the essential functions of the position or participate in the employment process.

Additional Information

This job description describes the general nature and level of work expected. It is not an exhaustive list of every duty, responsibility, or qualification. Duties may be adjusted based on operational needs. Employment is at will to the extent permitted by applicable law, meaning either the employee or the employer may end the employment relationship at any time, with or without notice or cause.

Employee Acknowledgment

I acknowledge that I have received and reviewed this job description. I understand the position expectations and that this document is not a contract of employment or a guarantee of any specific schedule, assignment, benefit, or duration of employment.

Employee Name ________________________________________

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Employee Signature ________________________________________

Date: ____________________

Manager Signature ________________________________________

Date: ____________________