Shift Leader – Sophie’s Cuban Cuisine
Reports to: General Manager (GM) /Director of Operations
Job Summary
Sophie’s Cuban Cuisine is built on culture and tradition, serving authentic Cuban dishes with a focus on fresh flavors and a warm, inviting atmosphere. For nearly three decades, this family-founded, woman-led restaurant group has been exceeding guest expectations and making everyone feel at home through heartfelt hospitality. We pride ourselves on building an authentic community around great food and genuine service at each of our locations.
As a Shift Leader, you will play a vital role in running smooth, efficient shifts while supporting the General Manager in enforcing brand standards, upholding operational excellence, and leading the crew by example. You’ll be expected to understand every station in the restaurant and support your team with structure, accountability, and warmth. You are both a coach and a contributor, jumping in wherever needed while ensuring SOPs are followed, and guest satisfaction is never compromised.
Benefits
- Employee Meals & Discounts
- Free meal every shift.
- 50% off all menu items when off the clock.
- Growth & Career Mobility
- Fast-track path to Assistant Manager or General Manager.
- Hands-on leadership training and certification programs.
- Opportunities to lead openings, trainings, and operational initiatives.
- Stability & Support
- Predictable schedule and consistent hours.
- Paid training and ongoing coaching from management.
- Work in a positive, high-energy culture rooted in hospitality and teamwork.
- Recognition & Development
- Regular check-ins and development reviews.
- Recognition programs that reward performance, reliability, and leadership.
- Work Environment Perks
- Be part of a tight-knit team with a fun, family-style culture.
- Gain cross-training in FOH + BOH operations to build your resume and skillset.
Key Responsibilities
Operational Mastery
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Food Safety & Quality:
- Monitor food holding times and ensure all products meet Sophie’s Cuban quality and presentation standards.
- Enforce daily quality assurance (QA) checks and safe food handling practices.
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Service Execution:
- Maintain fast ticket times and speed of service (SOS) during peak periods.
- Lead the team in creating a welcoming environment with consistent guest gratitude (“thank you” culture).
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Daily Store Operations:
- Execute and oversee all opening and closing duties using the standard checklists.
- Manage real-time issues on the floor including guest needs, staffing flow, or prep shortages.
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Cost Awareness:
- Understand and support labor and food cost controls.
- Reduce waste by following proper prep, storage, and portioning protocols.
Team Supervision
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Training & Support:
- Support the onboarding and training of new employees by modeling expected behaviors.
- Reinforce daily routines—stocking, cleaning, and line setup—for maximum team efficiency.
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Policy Enforcement:
- Enforce all policies around dress code, employee meals, and professional standards.
- Ensure every crew member is groomed, in full uniform, and ready to work each shift.
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Team Culture:
- Build positive working relationships with team members and address conflicts promptly.
- Uphold morale through recognition, communication, and clear expectations.
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Shift Leadership:
- Run assigned shifts with full accountability, executing operational tasks and leading team flow from start to finish.
- Maintain a calm, composed presence during high-volume rushes and unexpected issues.
Administrative Duties
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Paperwork & Reports:
- Complete required shift paperwork with accuracy and submit as instructed.
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Cash Handling:
- Follow strict cash handling protocols including tills, safe usage, and deposit preparation.
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Communication:
- Provide clear shift handoffs and communicate critical updates to both crew and management.
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Attendance & Reliability:
- Show up prepared and on time for every shift, setting the tone for punctuality and professionalism.
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Guest Complaint Resolution:
- Take the lead in resolving guest complaints on shift and escalate when necessary with professionalism and warmth.
Maintenance & Safety
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Basic Equipment Knowledge:
- Understand how to perform daily cleaning and light maintenance on kitchen and FOH equipment.
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Safety Protocols:
- Ensure all safety practices are followed—especially lifting, knife use, and cleaning chemicals.
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Store Evaluation:
- Conduct or support Sophie’s Assessments (CA), QA reviews, and corrective action processes as needed.
Qualifications & Skills
- 1+ year of experience in a supervisory or key holder role within a restaurant or fast-casual environment
- Bilingual (English required, Spanish strongly preferred)
- Strong understanding of food safety, service standards, and shift operations
- Confident in leading others and giving clear, respectful direction
- Excellent multitasking skills in a fast-paced environment
- High attention to detail and accountability for cleanliness and brand standards
- Familiarity with restaurant tech: POS, delivery tablets, checklists, and digital tools
- Ability to lift up to 20–30 lbs and stand for long periods
- ServSafe/NYC Food Handlers Certification or willingness to complete upon hire (preferred)
Work Environment & Shift Structure
This is a hands-on, hourly leadership role. You’ll be actively involved in day-to-day operations and expected to work on your feet for the duration of your shift. The environment is high-energy, especially during meal rushes. You will lead the team during open, mid, or closing shifts—rotating as needed based on business volume and scheduling needs. Weekend and holiday availability is required.
This role serves as a bridge between hourly staff and management, providing day-to-day stability while helping the General Manager maintain operational and service excellence.
About Sophie’s Cuban Cuisine
At Sophie’s Cuban, we treat our team and guests like family. We are passionate about sharing authentic Cuban flavors and friendly hospitality with every person who walks through our doors (or orders for delivery). If you’re a proactive, detail-oriented leader with a love for great food and team culture, we invite you to join our vibrant Sophie’s Cuban Cuisine team. As a Shift Leader, you’ll help deliver the memorable experience that’s made Sophie’s a staple in NYC for nearly 30 years. Come be a part of a culture that’s all about warmth, tradition, and excellent service – we look forward to welcoming you aboard!
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