Team Leader

Team Leader

Position Type

 Role Summary:

A Team Leader is considered a very strong position in the day to day operations of the business. They are the primary leaders running a shift while managing labor and breaks, executing catering and ensuring excellent customer service. This position is mainly operational. Team Leaders spend nearly all their time working a position, with few administrative duties.

A Team Leader is expected to be developing their verbal communication skills, organizational and follow up skills, ability to prioritize, solve problems, and share in achieving the store’s vision and goals. Additionally, Team Leaders may be selected to assist Directors or Senior Leadership in a role based on the Team Leader's passion and strengths. This added role gives the Team Leader a focused area of ownership, providing an additional opportunity for growth.

A successful Team Leader must be professional, mature, patient, and growth minded. Additionally, they must be humble, a servant leader, willing to share success and receive feedback. They must be confident enough to willingly coach or correct employees. They should never be threatened by the success of others nor difficult challenges. Most importantly they must have integrity (a deep desire to do what is right versus 'being right') to build a strong, healthy organization.

Primary Duties and Responsibilities

• Creates and maintains harmony and restores the harmony if it is ever disrupted.
• Accepts full responsibility and accountability for the business.
• Leads by example. Expected to exhibit CORE 4 and 2nd Mile Service AND ensure that every team member is exhibiting these behaviors.
• Must be fully capable of following the opening or closing procedures of the unit and versed in back office procedures and computer applications.
• Team Leaders are expected to manage one or two Key Areas of operational

importance. These responsibilities lie on top of other operational duties.

• Fully aware of vision and goals for the month and able to report on progress

toward their assigned responsibilities.

• Team Leaders could be assigned a specific Pacesetter (potential leader) to invest in.
• Being mentored is part of the development process of a Team Leader.
• Team Leaders must show steady progress on their Individual Development Plan.
• Certified in safety and security to ensure the safety of the team
• Certified in the Chick-fil-A Catering module and work with marketing and the catering manager to ensure timely preparation and delivery.
• Team Leaders must be certified in all TMDP modules pertaining to their area.
• Team Leaders must report to work in Team Style Manager apparel.
• Mandatory participation in the weekly team leadership meetings & training.
• Provides vision and accountability for Operational Excellence to FOH team members
• Responsible for labor budgets, schedule and set-ups for FOH crew (open to close)
• Communicate effectively and timely with kitchen staff
• Run breaks during shifts (if not handed off to kitchen leaders)
• Ensure kitchen/restaurant is opened/closed properly
• Oversee CFA Catering orders collaborate with Catering Coordinator to ensure quality catering
• Ensure all policies and Quality/Standards are upheld
• Ensure Restaurant adheres to Vendor check-in policy
• Follow up on health inspection findings, and implement necessary changes
• Receive Steritech quarterly report and diagnose areas for improvement
• Receive quarterly CEM report and diagnose areas for improvement
• Receive speed of service reports to determine areas for improvement
• Meets weekly with Executive Leadership Team as strategic partner
• Leading and overseeing all aspects of quality guest relations, ensuring that 2nd Mile Service is delivered all day every day at

- front counter

- drive-thru

- dining room

- Chick-fil-A Catering (community)

• Actively participate in the “2859 operations” Group Me
• Maintain rigorous cleaning schedule for FOH, play area and exterior of campus
• Ensure appropriate Suggestive Selling is taking place offering rewards to facilitate
• Create culture of “continuous improvement” in Front of House (no shortcuts)
• Establish and post written monthly Service goals

Any sense of entitlement or tendency to make excuses on the part of a Team Leader would eliminate their ability to move to the next level of management.

• character – aligns with Chick-fil-A values
• chemistry – relationship builder, coaches others to perform
• competency – results oriented, a systems thinker, a quick study, activator
  • Servant Leader, team oriented with a passion for people and world class service
  • Well organized manager who can manage the business from a systems and numbers standpoint