Supervisor, Hospitality- Team Development

The Team Development Supervisor will contribute to the success of Shake Shack by providing guidance and consultation to the Hospitality Representatives to efficiently manage guest inquiries with heightened hospitality and accurate information.
The Team Development Supervisor will be responsible for Team scheduling and training , while also maintaining the integrity of system data and recommending enhancements to improve the team’s efficiency and accuracy. They will have superior communication skills to effectively interface with guest and internal business stakeholders.
RESPONSIBILITIES
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 Team Planning and Development, including writing the Hospitality Representative schedule, managing the training for New TM Onboarding, and creating and revising Training materials , as well as leading trainings.
Assume difficult and specialized customer relation situations including conversations handled by newly onboarded Representatives.
​ ​ 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 as directed based on the requirements of the business, including responding to guests via email, phone, and other digital communications when needed.
QUALIFICATIONS
​ ​ 2 + year s of professional customer support experience working with CRM Platforms such as Gladly and Salesforce, in food and hospitality and/or lifestyle brand , including call/voicemail experience .
​ 1+ years working in a supervisory role.
​ Excellent verbal and written communication skills. ​
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."
We are expanding across the U.S. and around the world! Join our #ShackFam
Shake Shack is an Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, religion, creed, age (over 40), disability (mental and physical), sex, gender identity, sexual orientation, gender expression, medical condition, genetic information, marital, military and veteran status.
Our company will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable laws.