**This role is an expedited leadership role. All candidates will be expected to start at the Team Member level to learn and understand the foundations of Chick-fil-A Operations, as well as getting to know our Team and Restaurant's Culture first. Once that has been established, candidates will learn and step into the Shift Leader position. Candidates must be 18 or older and be available to close at least once a week with weekend availability.**
Description:
The Shift Leader is the primary person in charge of running and leading a shift. Shift Leaders are expected to lead by example, coach Team Members and Team Leaders and hold the team accountable to Chick-fil-A Culture and Operational Expectations. Shift Leaders ensure proper preparation and communication in the shift and to solve problems that arise during the shift.
Key Areas of Responsibility:
- Leadership, Management, Accountability (LMA)
- Run Shifts (Open, Mid, Close)
- Solve Shift Issues
- Ensure Execution of Checklists (Open, Transition, Close)
- Identify and Help Resolve Systemic Issues
- Training of Team Members and Team Leaders
Roles & Responsibilities
- Implementing decisions made by the Senior Leadership Team
- Coach and ensure Team Members consistently follow all Chick-fil-A processes and procedures
- Shift Management- Running breaks, Communication with all areas/leadership levels, Call-off Management, Team Member Accountability, Reward and Recognition
- Consistently coach and mentor Team Members around Pathway and best practices
- Empower, Encourage, and Provide Feedback to Team Members on a daily basis
- Ensure Team Members on shift are aware of any plans or promotions for the day
- Ensure the restaurant is neat, clean, and organized at all times by performing walk throughs throughout the course of the shift
- Oversee Team Member Contests and Recognition during shifts
- Ensure use of Day Dots and Proper Labeling
- Ensure portions are correct and meet all weight and presentation expectations
- Ensure First In, First Out (FIFO) model is being followed
- Protect the Customer Experience by ensuring packaging, food presentation, and quality is top level
- Train Team Members to prepare and present food to guests with neatness and attractiveness
- Be an advocate for improvement of Customer Experience Monitor (CEM) Scores
- Appropriately handle all guest concerns and play a positive role in Guest Recovery
- Perform appropriate disciplinary actions (give Infractions, Send Team Members Home, etc.) for behavior or actions that do not meet Chick-fil-A standards as well as Team Member Handbook Violations.
- Control pre-closing functions in order to not compromise Guest Service and Food Quality Standards
- Ensure cleanliness of all areas is always at the forefront of the Team's mind with a focus on Customer Perception ("First Impression")
- Ensure Safe Daily and eRQA has been completed by either yourself or a Team Leader
- Responsible for all cash management duties: Counting down registers, tracking cash and coupon accountability, Change Fund Management, and Checklists. Ensure Genuine Hospitality and Second Mile Service (2MS) is implemented by team at all times during business hours
