• Millcreek, UT, USA
  • $12+
  • Hourly
  • Full Time

The Shift Lead is responsible and accountable for the performance of all FatCats activities within FatCats Fun Centers. The Shift Lead is expected to be consistent and supportive of the fun centers business plan. This includes managing and directing all activities, events, marketing, total customer satisfaction, proven processes, employee performance, and training and development programs associated with the mission and vision of FatCats Fun Centers.

The Shift Lead will work closely with the General Manager in his/her responsibilities and duties as delegated.

FatCats Mission and Values and the essential responsibilities of the Shift Lead are listed below in the following key areas:

FatCats Mission Statement
"We create experiences that bring you back!"

FatCats Values- PRIDE

P – Passionate- "I am enthusiastic"
R - Respect- "I respect myself and others"
I - Integrity- "I do the right thing"
D - Disciplined- "I always strive for excellence"
E - Empowered- "I make a difference everyday"

Total Customer Satisfaction

  • Ensures that the facility they are assigned to consistently delivers the highest quality service possible, and that our customer's experience while visiting their location provides total satisfaction.
  • All activities and decisions are completely focused on and driven by the customer's needs. Models and creates an environment in which the customer is always right.
  • Hires high quality people who demonstrate and ensure consistent customer satisfaction.
  • Evaluates their facility quality standards. Provides regular feedback and coaching to their team members on areas that need improvement. Ensures that appropriate monitoring tools are utilized.
  • Ensures that all employees are trained, motivated, and empowered to deliver total customer satisfaction. Makes sure that all employees demonstrate a high level of service to our customers. Provides training, coaching, and feedback in any areas that are below standard. 
  • Ensures their facility is neat, clean, and organized. Makes sure that the use of systems and procedures maintain the company standards.
  • Communicates all customer comments and concerns to the appropriate team members and follows up to ensure that comments are handled in a timely and effective manner.

Proven Process - Mandatory Daily Practice for All Employees

  • Grounds - build up to the entrance: Clean and Tidy.
  • Entrance - walking in FatCats: Clean, Clear, and Inviting.
  • Greeting/Eye contact - within 10 feet of guest entrance: Positive and Professional Greeting.
  • Intro/Information Interaction - mindshare (InMoment), CityGro: Engage the customer. Is there a special event/occasion? 
  • Make a Sale - Family Special, Thunder Alley/All Specials
  • Shoes and Directions to lanes - Bar, Snack Bar, Bathroom etc.: Maintain positive interaction.
  • Customer Check-Inbetween 3rd and 5th frame, check-in on customer experience. Opportunity: 2nd MindShare Prompt with a token incentive.
  • End of Game - return bowling balls, bowling shoe return, give free arcade and gaming tokens for the kids, and make sure that the customer receives a mindshare card.
  • Thank the guest and invite them to come back again. 

Training and Development

  • Continuously works to improve the skills, knowledge, and moral of all employees within their supervision. Ensure all employees receive the necessary training and support to perform their duties to their full potential.
  • Treats all employees with dignity and respect; creates an environment where the entire FatCats team does the same.
  • Ensures that all team members within their facility receive appropriate orientation, training, and development opportunities.
  • Prepares qualified employees for promotion to the next position. Continually develops adequate numbers of management to meet FatCats objectives.
  • Seeks development and growth opportunities for personal improvement.
  • Trains, coaches, and provides regular performance feedback (both positive and corrective) to motivate and improve the performance of all employees.
  • Evaluates the overall performance of each employee based upon clearly communicated standards and expectations.
  • Communicates and supports company goals, decisions, and directives. Follows up to ensure understanding.
  • Makes tough decisions regarding all performance issues. Confronts poor performance and takes corrective action. Holds employees accountable for performance.
  • Provides appropriate and effective counseling and/or discipline. Maintains proper documentation for all disciplinary situations.
  • Makes a continuous effort to maintain a fun and enjoyable working experience. 
  • Provides effective training and follow-up of new products, programs, and changes.
  • Actively recruits members for FatCats staff. Matches the skills and abilities of management to the needs of the facility to maximize results.
  • Utilizes effective leadership skills to maximize the performance of the FatCats team.

Effective Business Management

  • Works to maximize the financial performance and profits of the facility under their supervision.
  • Provides input in the development of FatCats business plan. Supports the execution of the business plan (key elements include financial responsibilities, manpower planning, and local restaurant marketing) to attain results.
  • Analyzes FatCats performance and initiates appropriate corrective actions in conjunction with the General Manager when deviations occur from expectations.
  • Effectively utilizes available systems, procedures, and technology to meet business objectives.
  • Makes appropriate business decisions independently.
  • Meets long and short term employee staffing needs for their facility.
  • Supports company-wide marketing programs and evaluates local competitors marketing opportunities. Works with the GM to maximize sales.
  • Utilizes effective time management, organization, planning, communication, delegation, and follow up to achieve results.
  • Appropriately handles all interpersonal contacts in a positive and professional manner.

Appropriate and Fair Business Practices

  • Ensures that business and personnel practices are within the law and consistent with company policies and procedures.
  • Serves as a role model and sets a positive example for the entire team in all aspects of business and personnel management.
  • Holds employees and self-accountable for the methods and processes used to achieve results.
  • Ensures the compliance with equal opportunity employment, non-discrimination, and ADA (Americans with Disabilities Act) laws.
  • Monitors procedures to ensure the safety and security of all employees, customers, and company assets (building, cash, equipment and supplies).
  • Upholds company safety standards, cash handling, and maintenance requirements to ensure the health and safety of our customers and employees.


  • High school diploma or equivalent. College Degree preferable. Excellent verbal and written communications skills. Is capable of communicating effectively with customers and employees. Bi-lingual skills a plus.
  • Two to three years in management positions. Preferably restaurant experience including full service, fast casual, or quick service restaurants.
  • Must have a valid driver's license and a good driving record. Must have proof of insurance.
  • Must have a telephone or other reliable means of communicating with all employees. Must be accessible 24 hours a day, 7 days a week. Maintains an open door policy with all employees.
  • Basic knowledge of computers.
  • Financial/analytical aptitude including planning, budgeting, and scheduling.
  • Good presentation skills.
  • Ability to get results through others.
  • Organizational, planning, and time management skills.
  • Ability to facilitate problem solving.
  • Ability to achieve and maintain desired results.
  • High sense of urgency; self-motivator.
  • High level of team building skills.
  • Ability to work the hours necessary to manage and operate the business effectively.
  • Able to work a minimum of 30 hours per week.
  • Able to work flexible hour's necessary to manage and operate the restaurant effectively. Scheduled to work opposite of the General Manager to maximize the management coverage for all day parts.
  • Ability to visually observe the facilities operations and employee work performance.

Physical Demands

  • Ability to process information/merchandise through computer system and POS register system.
  • Ability to communicate with associates and guests.
  • Ability to read, count and write to accurately complete all documentation.
  • Ability to freely access all areas of the store including selling floor, stock area, and register area.
  • Ability to operate and use all equipment necessary to run the store.
  • Ability to climb ladders.
  • Ability to move or handle merchandise throughout the store generally weighing 20 pounds.
  • Ability to work varied hours/days as business dictates.
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