Job Description

PRIMARY OBJECTIVES

Lead daily operations to ensure consistency in serving safe, quality food in a meticulously clean and organized environment with genuine hospitality. 

EXHIBIT OUR MISSION AND VALUES

Develop caring leaders that serve excellent food with hustle and heart

• Excellence - We achieve the highest level of quality in everything we do and have a relentless drive to move our business forward.
• Integrity - We are committed to doing the right thing, no matter what.
• Responsibility - We show up to work ready, steward resources and minimize waste
• Growth - We are open-minded to new ideas, value coaching and personal development and know we never graduate from the basics.
• Teamwork - We value team unity by having open and honest discussions, and we respect each other, even when we disagree.
• Hustle - We take action and move with urgency and purpose.
• Hospitality - We commit to the guest being our #1 priority no matter what. We serve from the heart and strive for them to feel immediately known. We take the initiative to anticipate their needs.

FOLLOW OUR RULES OF ENGAGEMENT

• Assume positive intent
• Share needed information vs complaining
• Tone of voice and non-verbal’s are respectful (caution when using sarcasm)
• Treat each other how you want to be treated 
• Tell the truth and don't get offended when others share feedback
• Zero gossip-tell the person who needs to hear the information and leave out the others
• Choose private locations for sensitive conversations, not in front of the team or guests
• Never be threatened by the success of others, rather celebrate the wins of those around you
• Do not blame others, but take ownership

REPORTS TO: Operator

DIRECTLY LEADS: Team Members & Team Leaders

KEY TASKS & RESPONSIBILITIES

• Lead shift (PIC) to ensure smooth operations and outstanding customer experience
• Creating and promoting a healthy and productive work environment for all employees.
• Keep all employees on task at all times, managing employee breaks and ensuring we are getting all daily tasks completed. 
• Able to read Labor and make decisions to reach labor goals
• Track all waste accurately using Q-ally
• Ensuring the completion of daily eRQA and SAFE assessments.
• Using the HEARD model to handle guest complaints/issues/problems.
• Answering any phone calls through the designated store phone.
• Fulfilling any or all parts of a catering order with excellence.
• Being available and prepared to fill in as the PIC at any given time.
• Oversee cash management, receive Loomis, deposit change fund, cashier tills and inform
• Able to open and close shifts and lead, both FOH and BOH
• Ensure all new hires are trained and training is tracked using Trello.
• Completion of all Jolt checklists
• Reducing food safety risks through the identification of issues and the development of solutions 
• Keep a meticulously clean and organized environment
• On the job coaching to all Team Members on Pathway Procedures
• Help count and finalize End of Month (EOM)
• Attend all leadership meetings

BEHAVIORAL EXPECTATIONS

• Be able to multitask and see the “big picture” while on shift.
• Identify bottlenecks and run breaks proficiently 
• Enthusiastically and passionately lead the team.
• Represent the brand of Chick-fil-A in a positive manner at all times.
• Set an example for all employees on how business should be conducted through attitude, procedure, guest interaction, and performance.
• Following all procedures for proper uniform and appearance standards.
• Remain composed and professional at all times
• Proficient on all Pathway procedures
• Take initiative, plan, and set priorities 
• Can hold team members and self accountable 
• Take action and lead with a strong sense of urgency.
• Clearly communicate a vision & purpose to the team
• Can be trusted at all times
• Expert in time management skills

KEY PERFORMANCE INDICATORS

• Jolt checklists: BOH, FOH and Weekly Cleaning and leader, 90% completion rate
• CEM: Top 20% in all Metrics
• Food Safety visits: Eliminate all high-risk findings, and repeated violations
• Quality visits: Score a 99% or higher,
• SAFE Daily Critical: 100% completion rate
• eRQA Assessments: 100% completion rate
• Daily Productivity: $70 or higher at the end of month
• Positive FC Gap: < 1.50% Gap, manage food waste

BEFORE A SHIFT

• Post game plan the night before in the Slack channel “whole team”
• Equipment turned on and set up
• The restaurant is stocked
• Change fund counted
• First drop of chicken by 10:55am
• Ensure the restaurant is open by 11:00am
• Write out the game plan on the whiteboard
• Partner with a Team Leader to ensure trainees are trained, coached, and encouraged
• Define measurable shift goals while maintaining awareness of store/team goals
• Assign clear personnel positions and roles
• Balance development of employees and positive guest experience
• Create one intentional development opportunity every shift

DURING SHIFT

• Greet and brief all team members upon arrival 
• Talk with team about daily goal setting
• All new hires are effectively trained by being paired with a trainer and ensures Trello is filled out and pathway is completed
• Run all breaks, be mindful of breaks negatively impacting the guest experience 
• Ensure completion of tasks, cleaning and catering prep
• Manage productivity and labor
• Make adjustments when needed
• Coach and develop team members to inspire high performance
• Ensure positive customer experience
• S.O.S, Core 4, Winning Hearts Everyday
• Coach to LCE iPad and AHA iPad
• Maintain and coach professionalism at all times

AFTER SHIFT

• PIC huddle before shift change, hand over any relevant information to incoming PIC 
• Ensure completion of jolt checklists and other tasks to set up the next day part for success 
• Complete all Cash Management duties including InFORM, Counting drawers, Loomis, End of Day 
• Ensure all waste is tracked in Q-Tally and donations are bagged daily
• Ensure truck/produce orders are placed 
• Perform final walk-through
• Check for store cleanliness, dishes done, items stocked, equipment turned off and restaurant locked up (PM)

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.

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