Position Overview
The Shift Supervisor plays a key role in overseeing the daily operations of the café, ensuring an elevated guest experience, team leadership, and seamless integration of hospitality and concierge services. As a steward of the space, this role blends front-facing hospitality, space supervision, and concierge-style support to uphold exceptional service and smooth operations. The Shift Supervisor must be well-versed in food, beverage, and cafe operations, while also assisting with building and tenant relations, event execution, and community engagement. The ability to lead by example, act as an arbiter of the space, and provide proactive support for both guests and staff is critical.
This role requires flexibility, including working events, nights, weekends, and both indoor and outdoor service settings. The Lounge Supervisor collaborates closely with overarching management to ensure consistency, hospitality excellence, and operational efficiency.
Essential Functions
- To perform this job successfully, a Shift Supervisor must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
- Serve as the lead presence on the café floor, ensuring smooth guest interactions and operational flow.
- Act as a space concierge and point of contact for guests and tenants, assisting with inquiries, space bookings, and building amenities.
- Support and supervise front-of-house and back-of-house teams, assisting with training, execution, and staff development.
- Point of contact for all coffee training.
- Maintain high standards of hospitality by ensuring the café remains clean, inviting, and well-organized.
- Assist with food and beverage service, ensuring quality control and seamless operations.
- Oversee space reservations, lounge activations, and private events, coordinating logistics to deliver outstanding experiences.
- Monitor building security and guest access protocols, ensuring the safety and comfort of all guests.
- Act as an ambassador for the lounge and building, cultivating relationships with tenants, guests, and vendors.
- Support ordering, inventory control, and product storage, keeping back-of-house areas organized.
- Ensure all team members adhere to Porter’s hospitality and service standards and standard of process.
- Manage opening and closing procedures, including cash handling, sanitation, and equipment maintenance.
- Lead by example, fostering team accountability, professional development, and guest-first service culture.
- Address guest feedback in real time, making proactive adjustments to enhance the experience.
- Collaborate with property management to support building-wide initiatives, tenant engagement, and community programming.
- Ensure compliance with all health, safety, and sanitation regulations, maintaining a well-functioning workspace.
Knowledge, Skills, and Abilities
- Leadership and team supervision skills with a focus on service excellence.
- Strong knowledge of food, beverage, and café operations.
- Ability to multi-task and adapt in a fast-paced, hospitality-driven environment.
- Experience with concierge-style service, tenant relations, and guest engagement.
- Knowledge of POS systems such as Toast, Square, or similar platforms.
- Understanding of inventory management, space organization, and service logistics.
- Strong problem-solving abilities and ability to make quick, informed decisions.
- Passion for guest hospitality and curating exceptional experiences.
- Ability to work events, private functions, and high-profile gatherings.
- Strong communication skills, fostering team collaboration and guest interaction.
- Flexibility to work nights, weekends, and holidays as required.
- Ability to lead a team with professionalism, enthusiasm, and adaptability.
Personal Competencies
- Leadership & Initiative: Takes ownership of lounge service and team success.
- Concierge Mentality: Provides personalized guest service, acting as a connector between guests, tenants, and the space.
- Team Collaboration: Creates a positive and supportive environment for all staff.
- Time Management & Efficiency: Able to prioritize tasks and maintain productivity.
- Adaptability & Problem-Solving: Navigates changing service demands with ease.
- Guest-Centric Mindset: Passion for hospitality and fostering guest engagement.
- Accountability & Standards: Maintains high service expectations and holds the team to them.
Education/Experience
- 2+ years of supervisory experience in hospitality, lounge, cafe, or restaurant settings.
- Experience leading front-of-house and back-of-house teams.
- Food Handler’s Permit required.
Personal Competencies
- Self-Development: Actively seeks new ways to grow and be challenged using both formal and informal development channels.
- Relationship management and Teamwork: The ability to leverage interpersonal skills to establish rapport and develop relationships as part of a multifunctional team in a fast-paced, collaborative and deadline driven environment.
- Time Management: Ability to multi-task to meet goals, good time management skills and ability to take ownership for project deliverables.
- Communications & Problem Solving: Ability to remain optimistic and enthusiastic while creatively solving problems. Convey information to all key stakeholders in both written and verbal formats. Determine and utilize the appropriate communication channels.
- Empathy, Involvement & Support: Listen and respond with empathy. Ability to understand issues and different perspectives of others. Ability to ask for help and encourage others.
Physical Demands & Work Environment
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.
- Ability to stand for extended periods in a high-energy service environment.
- Frequent lifting, carrying, and moving of food trays, glassware, and stock (up to 50 lbs. as needed).
- Ability to work in both indoor and outdoor settings, adapting to seasonal conditions.
- Exposure to varying noise levels in a fast-paced lounge and cafe setting.
- Flexibility to work evenings, weekends, and holidays.
