Job Title: – Shift Manager

Department: – Operations

Report To: – General Manager

About Us

At Long Tea, we believe that tea is more than a beverage it’s a ritual, a moment of calm, and a celebration of flavor. Our luxury bubble tea is crafted for those who seek indulgence in every detail.

Inspired by centuries of tea culture and refined with a modern twist, each cup is a blend of premium loose-leaf tea, richly textured milk, and our signature handmade pearls delicately chewy and infused with natural sweetness. From the first sip to the last, Long Tea delivers a balance of artistry, taste, and elegance.

We source only the finest ingredients from trusted growers and blend them using carefully honed recipes that highlight both traditional craftsmanship and contemporary innovation. Whether you’re drawn to our floral-infused milk teas, slow-steeped oolong blends, or creamy matcha creations, every drink is made to elevate your tea experience.

Job Summary

The Shift Manager assists the General Manager (GM) in leading daily store operations, ensuring excellent customer service, operational efficiency, product quality, and achievement of designated KPIs across customer satisfaction, profitability, and employee performance. This role supervises team members during assigned shifts, maintains high operational standards, and ensures compliance with Long Tea policies, procedures, and safety regulations. The Shift Manager must be able to work across multiple Long Tea stores when required.

Key Duties and Responsibilities

A. Leadership, Coaching & Team Management

• Serve as an on-shift leader and role model, demonstrating Long Tea service standards, professionalism, and work ethic.
• Provide ongoing coaching, feedback, and direction to team members to enhance performance and maintain consistent service quality.
• Ensure staffing levels, task allocation, and workflow support optimal guest service and operational efficiency.
• Reinforce company policies, grooming standards, food safety standards, and hygiene procedures.

B. Customer Experience & Service Excellence

• Ensure the achievement of Long Tea customer hospitality standards by consistently delivering Great Product, Great Service, and a Great Store Environment.
• Support baristas in resolving customer issues using approved guest recovery procedures (e.g., L.A.S.T.).
• Monitor service flow, guest wait times, and product quality to ensure high customer satisfaction ratings.
• Maintain a professional presence on the shop floor and guide the team in delivering memorable guest experiences.

C. Operational Execution

• Manage all aspects of shift operations in accordance with Company Policies & Procedures.
• Oversee drink and snack preparation to ensure accuracy, quality, recipe adherence, and speed of service.
• Maintain store cleanliness, organization, and safety in both Front of House (FOH) and Back of House (BOH) areas.
• Monitor ingredient levels, storage conditions, and topping usage to prevent shortages during peak periods.
• Communicate any inventory shortages, supply issues, or equipment malfunctions to the GM immediately.
• Ensure safety procedures are consistently followed, including health, food safety, and fire/emergency protocols.

D. Cash Handling & Financial Controls

• Oversee all shift-level cash handling, POS accuracy, reconciliation, and reporting.
• Ensure implementation of company controls to protect cash, assets, and employee safety.
• Deposit daily sales at designated times and ensure compliance with cash management procedures.

E. Communication & Reporting

• Report shift performance, customer issues, operational challenges, and staff concerns to the GM.
• Escalate urgent matters to the Area Coach when required.
• Record incidents, near misses, or violations of company policies for follow-up.
• Ensure effective communication between baristas, delivery crew members, and management.

F. Additional Responsibilities

• Support the GM during audits, inspections, and external visits from suppliers or authorities.
• Participate in training, development, and upskilling activities as required.
• Assist in scheduling, onboarding, and new-staff training when requested.
• Perform other duties assigned by the GM or Area Coach to support restaurant operations.

• High school education – Grade 12/NQF 4
• 2 years multi-outlet food retail or service industry experience at a supervisory level preferred.
• proven Track record on-target performance in balanced scorecard KPLs (or equivalent) with primary profit responsibility.
• Certified in leading restaurant (LAS)
• Clear ITC check
• Ability to engage, lead and motivate employees to deliver and exceed customer satisfaction expectations.
• Sound communication and interpersonal skills.
• The person must be able to move as required between stores according to the needs of the business as determined by Long Tea from time to time.