Overview
Team Leaders (TLs) are the primary operational support for the team, running a shift, managing labor and breaks, developing team members, and offering suggestions and ideas (but always being respectful of the Senior Leadership’s final decision.) The Team Leader is the front line leader in exemplifying CFA Standards and Vision & Values through teaching and providing accountability to our team on those behaviors.
Vision
● Embody and instill our organization’s Vision & Values with self & team
● Communicate team goals, ensure progress, and celebrate the wins, share the score visually
● Protect the Brand through consistent execution and leadership of Chick-fil-A Standards
People
● Train and develop Team Members in all areas and systems, work with Training & Development for areas of focus
● Provide ongoing feedback to team in chain of command for purposes of performing 30/60/90-day feedback sessions with New Hires
● Execute training and roll-out of new products
● Coach & develop team on a regular basis
Safety, Quality & Customer Experience
● Execute & lead LEAN systems from Front of House
● Respond to day-to-day customer contact (face to face & customer phone calls). If appropriate, demonstrate and use H.E.A.R.D. model. Record any issues in the CARES Book and attempt to always recover customers.
● Deliver and ensure all Team Members genuinely deliver Chick-fil-A’s Recipe for Service to every guest on every visit (All Day Everyday)
● Assess current systems and work with Sr Leadership to implement ideas for improvement
● Delegate and verify completion of area-specific checklists for each day part.
● Maintain cleanliness and organization in Front of House
● Ensure stocked items are organized and rotated properly.
● Maintain organization of stock area in the back of house
Sales & Brand Growth
● Provide operational support for all SBG initiatives (i.e. giveaways, sampling, TM suggestive selling contests, promotions, etc) to ensure success. For example, have team members actively distributing marketing fliers)
● Stay abreast of all upcoming Catering orders, ensure proper handling and inspect all catering orders for food quality, order accuracy and timeliness
Financial Return
● Optimize Profitability by Monitoring Costs (i.e. Food, Labor)
● Ensure proper cash handling procedures with respect to till management, safe reconciliation, change fund orders, deposits, cashier settlement and cashier keystrokes
Job Expectations
● ServSafe Manager Certification
● Must be available to work ANY shift
● Certified in all modules related to FOH and Hospitality
● Valid Driver’s License
● Hours are capped at 45/week and will typically be around 30+/week
● Must be available to work a minimum of 4 Full Time shifts/week
● Attend ALL Leadership/team Meetings (including monthly/quarterly that may take place on Sundays)
● Attend all team activities to build and promote community
Success Metrics
We will know the Team Leader is successful upon attaining the following:
● Labor – Productivity > $75,
● Deloitte Visit (ROE) scores > 90% (with no repeat violations related to FOH)
● Perfect Health Department Scores
● 100% Completion of all Checklists
● CEM scores (to be measured in 30-day and 90-day increments): at or above top 20% of the chain.
○ ACE Score (CEM)
○ Speed of Service
○ Cleanliness
○ Order Accuracy
○ Ease of Placing Order
● Food Cost Gap <0%
