Description
Our secret to leading the way in hospitality? We put our people first!
At Shake Shack, our mission is to Stand For Something Good in all that we do. From our teams to our neighborhoods, we're committed to always doing the right thing. As one of the fastest-growing hospitality brands, we're all about crafting unforgettable experiences for our guests. We offer endless learning opportunities and the chance to make a lasting impact on our business, restaurants, and communities. As a member of the #ShackFam, you'll have access to hands-on mentorship, training, and growth potential, all in a fun and inclusive environment.
Join us and Be a Part of Something Good.
Job Summary
The Supervisor, Hospitality will contribute to the success of Shake Shack by ensuring our Hospitality Representatives are performing efficiently while responding to our guests with heightened hospitality and accurate information.
Job Responsibilities and Duties
Oversees a cohort of 3-6 Hospitality Representatives, including completing weekly QAs and 1:1s, writing and conducting weekly team meetings, writing and conducting annual reviews, and participating in a variety of personnel actions including hiring, training, ad-hoc scheduling, time review, and performance management.
Complete administrative responsibilities associated with area of expertise, including:
Assume difficult and specialized customer relation situations – area of expertise.
Oversee Hospitality Reps currently on shift, serving as the primary point of contact for questions or concerns, monitoring Rep efficiency and conversation ques in the CRM and reassigning as needed, and recognizing and reporting trends in conversations.
Completes the primary responsibilities of a Hospitality Team Representative, including responding to guests via email, phone, and other digital communications.
Knowledge, Skills, Abilities
Excellent verbal and written communication skills.
Requirements - Education, Experience, Physical, and Competencies
Education Requirements
High School Diploma or Equivalent
Education or Certificate Details
Work Experience
2-4 years
Supervisory Experience
Not Applicable
Related Experience
Experience working with CRM platforms such as Desk and Salesforce Service Cloud.
2+ years of professional customer support experience in food and hospitality and/or lifestyle brand, including call/voicemail experience OR 1+ years of experience working in a supervisory role at Shake Shack.
Physical Requirements
Lifting/pushing objects weighing over 10 lbs.
Basic keyboarding or other repetitive motions
Competencies
Self-Development & Growth
Interpersonal Skills & Empathy
Effective Communication
Knowing the Business
Organization & Delegation
Driving & Delivering Results
Benefits at Shake Shack:
A work environment where you can come as you are, share your ideas, have fun, and work collaboratively:
Weekly Pay and Performance bonuses
Shake Shack Meal Discounts
Exclusive corporate discounts for travel, electronics, wellness, leisure activities and more
Medical, Dental, and Vision Insurance*
Employer Paid Life and Disability Insurance*
401k Plan with Company Match*
Paid Time Off*
Paid Parental Leave*
Access to Employee Assistance Program on Day 1
Pre-Tax Commuter and Parking Benefits
Flexible Spending and Dependent Care Accounts*
Development and Growth Opportunities
*Eligibility criteria applies
Pay Range - $46,095.00 - $74,200.00 *The salary paid to a successful applicant will depend on the applicant's experience, qualifications, business needs and resources, and the candidate's location.Click the "Apply" button above to apply for this opening.
About Us
Beginning as a hot dog cart in New York City's Madison Square Park, Shake Shack was created by Danny Meyer, Founder and CEO of Union Square Hospitality Group and best-selling author of Setting the Table. Shack Fans lined up daily, making the cart a resounding success, and donating all proceeds back to the park beautification efforts. A permanent stand was eventually built…and the rest is Shack history! With our roots in fine dining and giving back to the community, we are committed to high quality food served with a high level of hospitality. Our team members enjoy a positive work environment that is deeply committed to the philosophy that we "Stand for Something Good."
Shake Shack is an Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to any protected characteristic, including race, color, ancestry, national origin, religion, creed, age, disability (mental and physical), sex, gender identity, sexual orientation, gender expression, medical condition, genetic information, marital, military and veteran status.
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