Question 1

What is the difference between a shift supervisor and a floor manager?

Accepted Answer

In Australian hospitality, 'shift supervisor' and 'floor manager' are often used interchangeably, though some venues use 'floor manager' for more senior positions. Both roles involve overseeing front-of-house operations during service. Under modern awards, both are typically classified at supervisory or team leader levels based on their duties and responsibilities.

Question 2

What award covers hospitality shift supervisors in Australia?

Accepted Answer

Most hospitality shift supervisor positions are covered by the Restaurant Industry Award 2020 or the Hospitality Industry (General) Award 2020 depending on the business type. Supervisors are typically classified at Level 3 or higher, reflecting their supervisory duties and additional responsibilities.

Question 3

What classification level should I use for a shift supervisor?

Accepted Answer

Under the Restaurant Industry Award, shift supervisors are typically classified at Level 3 (Food and Beverage Attendant with supervisory duties) or higher. The exact classification depends on the scope of supervisory responsibilities, number of staff supervised, and whether the role includes additional duties like training or financial reconciliation. See our Restaurant Award pay rates guide for current rates at each level.

Question 4

Do shift supervisors need higher pay rates than regular staff?

Accepted Answer

Yes, shift supervisors must be paid at the appropriate classification level that reflects their supervisory duties. Under the Restaurant Industry Award, Level 3 (supervisory) has higher minimum rates than Level 1 or 2 positions. Additionally, penalty rates for weekend and public holiday work still apply. Check the current Restaurant Award rates for guidance on supervisory classifications.

Question 5

Is hospitality experience required for a shift supervisor role?

Accepted Answer

Yes, previous hospitality experience is essential for shift supervisor positions. Most employers require at least 1-2 years of experience in food and beverage service or a similar customer-facing role. This experience ensures supervisors understand operational procedures, customer service expectations, and can effectively guide and support team members during service.

Question 6

Do shift supervisors need RSA and food safety certificates?

Accepted Answer

Yes, shift supervisors must hold valid RSA (Responsible Service of Alcohol) certification if the venue serves alcohol, as they often need to manage RSA compliance and handle escalations. Food safety certification is also highly recommended as supervisors oversee food handling practices and ensure team compliance with hygiene standards.

Question 7

What qualifications should I require vs prefer for a shift supervisor?

Accepted Answer

For shift supervisor roles, mandatory requirements typically include: valid RSA certificate, food handling certificate, minimum 1-2 years hospitality experience, and demonstrated supervisory or leadership experience. Preferred qualifications include: Certificate III or IV in Hospitality, first aid certification, barista skills, and experience with POS systems or rostering software.

Question 8

Is formal leadership training necessary for shift supervisors?

Accepted Answer

Formal leadership training is not legally required but is highly valuable. Many venues prefer candidates with a Certificate IV in Hospitality Management or equivalent, which covers leadership, team management, and operational skills. On-the-job supervisory experience can be equally valuable. Providing leadership training to promoted staff demonstrates good practice and supports their success in the role.

Question 9

Should I hire shift supervisors as casual or permanent staff?

Accepted Answer

Shift supervisor positions are typically better suited to permanent part-time or full-time employment. This provides consistency in management, allows supervisors to build relationships with the team, and ensures they're available for key shifts. While casual supervisors can work for some businesses, permanent roles often result in better retention and operational stability.

Question 10

What penalty rates apply to shift supervisors?

Accepted Answer

Shift supervisors are entitled to the same penalty rates as other award-covered employees: Saturday rates (varies by employment type), Sunday premium rates, public holiday premium rates, and any applicable late-night allowances. The base rate is higher due to their supervisory classification (typically Level 3 or above), and penalties are calculated on that higher base. Use award interpretation software to calculate rates accurately.

Question 11

Can shift supervisors also work as regular waitstaff?

Accepted Answer

Yes, it's common in hospitality for shift supervisors to perform both supervisory duties and hands-on service work during their shifts. When creating job descriptions and employment contracts, clarify that the role includes a mix of supervisory and operational duties. The pay rate should reflect the supervisory classification, as the award requires employees to be paid at the highest applicable classification for their shift.

Question 12

What should I include in a shift supervisor employment contract?

Accepted Answer

Key elements include: position title and classification level (e.g., Level 3 Food and Beverage Attendant), employment type, hourly rate or salary, applicable award, reporting structure, supervisory scope (number of staff, areas of responsibility), main duties, work location, required qualifications, and any specific supervisory responsibilities like cash handling or opening/closing. Use our digital employment contracts to simplify this process.

Question 13

How many supervisors should be rostered per shift?

Accepted Answer

The number of supervisors needed depends on venue size, service style, and customer volume. Small venues may operate with one supervisor per shift, while larger restaurants or busy periods may require multiple supervisors covering different sections. As a general guide, consider one supervisor for every 8-12 staff members during peak service, ensuring adequate oversight and support.

Question 14

Should the same supervisor always open or close?

Accepted Answer

While consistency can be beneficial, it's good practice to train multiple supervisors in opening and closing procedures. This provides coverage for leave, illness, and prevents burnout. Cross-training supervisors in both opening and closing duties also creates more flexibility in rostering and ensures operational knowledge is shared across the team.

Question 15

How far in advance must I provide rosters to shift supervisors?

Accepted Answer

Under the Restaurant Industry Award, rosters must be provided at least 7 days in advance for all staff, including supervisors. Given their responsibility for coordinating team shifts, it's best practice to provide supervisor rosters even earlier where possible, allowing them to review team rosters and plan for upcoming service periods. Use rostering software to simplify this process.

Question 16

Can shift supervisors approve leave or roster changes?

Accepted Answer

This depends on the authority delegated by management. Many venues allow shift supervisors to approve minor roster swaps between staff members or manage last-minute callouts, but significant leave requests or permanent roster changes typically require manager approval. Clearly document the supervisor's authority regarding rostering in their position description and provide appropriate training in staff availability management.

Hospitality shift supervisor job description