Back of House Team Leader

A Back of House Team Leader is one who consistently demonstrates our core values, embraces the Chick-fil-A culture and has a servant’s heart. They have a passion for people and serving others, have strong character, take initiative and work with a sense of urgency at all times. Our Team Leaders are responsible for supporting senior leadership in executing daily operations and keeping team members accountable for each component of Operational Excellence and our Recipe for Service. A Team Leader’s two main areas of focus are completing tasks so that the restaurant runs effectively while coaching and developing team members. Team Leaders lead by example and set the tone that others will follow. In this role, you will learn valuable skills in leadership and customer service while being part of a positive, people-focused team.

Position Type: Full-time and Part-time

Job Purpose: Winning hearts of guests and team through consistent execution of role fundamentals

Reports To: Shift Leaders, Directors

Description: Back of House Team Leaders play critical roles impacting guest experience. Their focus is to contribute to and direct the team into the delivery of great tasting food, genuine hospitality, and fast, accurate service inside of a clean and safe environment.

Key Metrics: CEM Scores, Smart Shop Data, Care Comments, eRQA, Daily Safe Critical

Perks and Benefits:

• Flexible scheduling (and closed on Sundays)
• Discounted break meals
• Scholarship awards and tuition discounts
• Competitive pay
• Benefits including an employee assistance program, vision, dental, medical, employer-paid life insurance, and more
• A fun, engaging work environment with purposed community building events including team outings, team member appreciation weeks, and life milestone celebrations
• Mentorship opportunities from an experienced operator and Restaurant Leaders including intentional growth and development plans to help you reach your goals
• Paid Time Off (Full-time only)
• 401K Matching (Full-time only)
• Annual Shoe Allowance

Key Responsibilities:

Clean, Safe, and Welcoming Environment

• Demonstrate knowledge of and execute all safety procedures including use of silent alarms, fire extinguishers, ANSEL system, and food borne illness prevention protocols.
• Practice personal care including proper hygiene, handwashing, and following illness protocols, and ensure all team members do as well.
• Keep the restaurant neat, clean and orderly at all times. Ensure the proper use, cleaning, and storage of all tools, equipment, and products. Oversee and execute the cleaning of all equipment and tools according to the schedule, and additionally as needed. Work safely around equipment, and resolve any maintenance issues or report to Shift Leadership.
• Keep spaces safe by removing trash and clutter, cleaning, sanitizing, and disinfecting.
• Resolve safety hazards and maintenance needs, or report to Shift Leaders.

Craveable Food

• Lead the team into knowledge and execution of producing high-quality, craveable food and beverages that are safe to eat, all day, every day.
• Evaluate the safety and quality of products produced throughout each shift, record all results, and make adjustments to ensure all food and beverages meet Chick-fil-A’s standards including food taste, temperature, and portion size.
• Keep up-to-date with new products rolled out by Chick-fil-A and complete training required to execute the production of new products and procedures according to the Chick-fil-A recipe.

Fast and Accurate Service

• Serve with urgency: Prioritize the guest experience, maximize opportunity for efficiency, and resolve bottle-necks stalling production.
• Serve with accuracy: Ensure guests’ orders are fulfilled quickly and accurately by coaching the team to urgently assemble orders as they populate, double check for accuracy, and deliver fully to the guest as requested.
• Communicate needs to the team and Leaders; offer flexible support to optimize service speed.
• Stock inventory as needed.

Genuine Hospitality

• Treat all people with honor, dignity, and respect.
• Anticipate guests’ needs and resolve their requests quickly.
• Execute the CORE 4 (create eye contact, share a smile, speak with a friendly tone, always say “My Pleasure”) and 2nd Mile Service (offer a warm welcome and a fond farewell, personalize with the guest’s name, check-in with the guest, and find the “little things” to spread joy) models.
• Create a moment of care with each guest.
• Engage to recover guests using the HEARD model (hear to understand, empathize to feel their concern, apologize with “I’m sorry”, resolve the issue, delight the guest).

Operational Excellence

• Lead with Integrity: Identify and execute the correct procedures for each situation and promote Chick-fil-A’s vision, mission, and values. Commit to execution: Doing the right thing, the right way, every time!
• Lead by Example: Set the pace and expectations for the team by adhering to all policies, responsibilities, and expectations. Be the first to jump to work, offering support and guidance.
• Complete quarterly training to obtain mastery of current and updated products and procedures.
• Implement the Shift Leader’s plan for success. Communicate goals, direction, and feedback to the team frequently, and motivate them to drive results toward restaurant goals.
• Investigate operations within your designated area at all times: Evaluate training, team performance, speed of service, food safety and quality, hospitality and cleanliness. Make adjustments to maximize efficiency and quality, driving outcomes toward excellence.
• Coach the team to follow policies and procedures by explaining the overall meaning and impact on operations and goals, while maintaining empathy and expressing support.
• Address and halt conversations that do not align with the mission, vision, and values of both Chick-fil-A Corporate and Chick-fil-A Main Street, and direct the team back to our vision statement.
• Strategize and implement new ideas to improve operational excellence, team morale, and problem-solving techniques.
• Execute Ecosure, Deloitte, and Health department standards for serving safe food, and coach the team into knowledge of 3rd party evaluations.
• Prioritize personal development: Complete self-evaluations, set personal goals, and seek constructive feedback from Leadership.
• Grow the bench: Actively pursue opportunities to mentor and develop rising leaders.

Perform Daily Leadership Tasks

• Align with and assist Shift Leaders’ needs, vision, and direction.
• Assist Shift Leaders by approving team member clock-ins: Ensure all punctuality and appearance/uniform policies are met, and communicate any infractions to Shift Leaders.
• Assist Shift Leaders by approving team member clock-outs: Communicate with Shift Leaders to ensure all end of shift responsibilities and needs have been met.
• Hold the team accountable for all Team Member Policy Handbook or procedure infractions, communicate with Shift Leaders, and document infractions appropriately.
• Oversee and coach the team to complete AHA and lean chicken processes correctly.
• Own responsibility for food waste: Track wasted product, investigate areas of opportunity to improve, and implement procedures to decrease overall food waste. Coach the team into knowledge of food waste impact on the business.
• Assist Shift Leaders in executing break policy procedures, also ensuring all minors take a 30-minute unpaid break after working 5 consecutive hours.
• Oversee the completion of shift checklists.

Qualifications:

• Behavioral conduct history must be in good standing.
• Execute all responsibilities according to policies and procedures.
• Demonstrate a consistent attitude, aligned with the mission, vision, and values of both Chick-fil-A Corporate and Chick-fil-A Main Street. Maintain a mindset of protecting the brand.
• Complete the Leadership Development Program for the Team Leader position.

Commit to a flexible availability:

• Must be available to serve on the opening or closing team.
• Must be available at least 3 days per week.
• Must be available at least 15 hours per week.

Requirements:

Applicants must demonstrate our team values to be considered for this position:

CARE - Serve from the heart

• Cheerful, positive attitude
• Passion for serving and helping others
• Patience and strong interpersonal skills

Celebration - Encourage and celebrate others

• Celebrates others’ talents and achievements
• Collaborative and supportive in a team environment

Accuracy - Deliver consistently accurate service

• Attention to detail
• Multitasking skills
• Organization skills
• Communication and comprehension skills

Reliability - Be dependable for team members and guests

• Consistently present and punctual
• Flexible schedule
• Physical stamina to move quickly and stand for extended periods

Excellence - Pursue excellence in all

• Integrity
• Self-driven to learn, set goals, and problem solve
• Open to constructive feedback
• Stay Humble: A title is about service and responsibility.
• Stay Hungry: Look for more responsibility and new things to learn.
• Stay Smart: Have common sense about how to effectively work with team members and interact with guests.

Meet Our Team:

Chick-fil-A Main Street is a family of talented, warm individuals who aim to foster purposed, meaningful relationships with our surrounding community while

demonstrating deep care for our team. Our culture promotes a safe environment to learn and develop while celebrating every accomplishment. One of our favorite things to celebrate is team member growth and advancement. In all of our positions, team members are encouraged to expand their knowledge, enhance their skill-set, and challenge new goals. Leadership opportunities are offered to those who pursue this growth, maintain a team minded attitude, and exemplify a deep desire to serve the community.

Our Vision: To cultivate an environment of growth and care for our team and community.

Our Mission: To serve Suffolk with a caring heart.

Our Values: Care, Celebration, Accuracy, Reliability, Excellence

About Chick-fil-A:

With more than 2000 restaurants in about 47 states, Chick-fil-A operates one of the largest fast-food chains that specializes in chicken menu items. Chairman

Truett Cathy founded this chain in 1946, which was originally open 24 hours per day. However, Mr. Cathy established the policy that all restaurants be closed

on Sundays to guarantee family time each week, and we continue to honor this today. At Main Street, we strive to honor Mr. Cathy’s legacy and continue building on his vision: \To glorify God by being a faithful steward of all that is entrusted to us and to have a positive influence on all who come into contact with Chick-fil-A” in a “workplace culture where everyone is treated with honor, dignity, and respect.\

We invite you to grow with us!

location: Chick-fil-A Main Street 1018 N Main St, Suffolk, VA 23434, USA.

Working at a Chick-fil-A® restaurant is more than a job – it’s an opportunity for teamwork and leadership development in a positive, people-focused environment. Most Chick-fil-A restaurants are locally owned and operated by independent, franchised Operators who invest in the future of their Team Members and give back to their communities.

Job Type: fulltime, parttime

Schedule:

• Weekend availability
• Night shift
• Day shift

Education: No education required

Work location: On-site