Shift Lead - Cheyenne, WY

Position Overview

The Shift Leader plays a key role in serving without compromise. The Shift Leader is responsible for ensuring the smooth operation of City Brew Coffee during their assigned shifts. This role involves overseeing staff, maintaining excellent customer service standards, and ensuring that all operational procedures are followed. The Shift Leader acts as the point of contact for employees and customers in the absence of the Store Manager, ensuring a positive experience for all.

• Supervise and support baristas and other staff members.
• Assist in training new employees and provide ongoing coaching.
• Foster a positive and collaborative team environment.
• Guide and motivate team members to provide exceptional customer service.
• Lead by example in delivering high‑quality service and maintaining professionalism.
• Customer Service:
• Provide exceptional customer service and resolve any customer issues or complaints promptly.
• Ensure that all customers are greeted and served in a friendly and efficient manner.
• Demonstrate SERVE (Smile, Engage, Respect, Visible, Eager) principles consistently.
• Take initiative in resolving customer issues or conflicts efficiently.
• Ensure that all team members understand and adhere to service standards.

• Open and close the store following standard procedures.
• Monitor inventory levels and assist with ordering supplies as needed.
• Ensure that all equipment is functioning correctly and report any maintenance issues.
• Maintain cleanliness and organization of the store.
• Manage bank deposits/runs as required (note: must be 18 years of age or older to handle bank deposits).
• Stay up to date on all company training materials and initiatives via City Brew’s learning management system (CBU).
• Understand and implement all store cash handling procedures.
• Manage cash register operations and ensure accurate cash handling.
• Conduct daily cash reconciliation and deposit procedures.
• Assist with financial reporting as required.

• Ensure that all beverages and food items meet City Brew Coffee’s quality standards.
• Adhere to health and safety regulations and guidelines.

• Demonstrate a good understanding of City Brew Coffee’s menu offerings.
• Proactively suggest additional items to customers to enhance their experience.
• Contribute to achieving sales targets through effective upselling techniques.
• Implement strategies to increase sales and meet or exceed targets.
• Encourage upselling and promotion of high‑margin items among team members.
• Analyze sales data and customer feedback to identify opportunities for improvement.
• Actively engage in promotional activities and initiatives to drive revenue.

• Maintain a clean, organized, and sanitary workstation at all times.
• Ensure proper handling and storage of ingredients and equipment.
• Take responsibility for maintaining a tidy environment in all areas of the coffee shop.

• Manage time effectively to ensure timely completion of tasks.
• Prioritize tasks based on urgency and importance.
• Demonstrate punctuality in reporting for shifts and breaks.
• Utilize downtime efficiently for cleaning, restocking, or other productive activities.

• Model expectations regarding dress code, punctuality, attendance, and excellent customer service.
• Demonstrate willingness to be trained, coached, learn, and execute job responsibilities, duties, and expectations communicated by Store Managers and other leaders, including DMs and support office.
• Demonstrate flexibility to work varied hours of operation, especially during high‑capacity business hours.
• Model discretion in communicating with team members, avoiding negative discussions about colleagues, management, customers, or the company.

• Minimum 25‑30 hours per week and minimum four shifts per week.
• Must have closing or opening availability with three to four opens or closes per week, including Saturday and/or Sunday availability.
• Willingness to work during holidays, peak seasons, and as required.
• Availability cannot change for six months.
• Reliable transportation.

• Previous experience in a supervisory role,…