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.