A Back of House Shift 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. They lead by example and set the tone that others will follow. Our Back of House Shift Leaders are responsible for executing daily operations and keeping team members accountable for each component of Operational Excellence and our Recipe for Service. In this role, you will learn valuable skills in leadership management, coaching, and business operations.
Position Type: Full-time and Part-time; weekend availability required
Job Purpose: Winning hearts of guests and team through consistent execution of role fundamentals and driving business results toward annual goals.
Reports To: Directors
Description: Back of House Shift Leaders play critical roles impacting both guest experience and team culture. Their focus is creating and empowering a healthy team to deliver craveable food, genuine hospitality, and fast, accurate service inside of a clean and safe environment.
Key Metrics: CEM Scores, Smart Shop Data, CARES Comments, eRQA, SAFE Daily Critical, Analytics Hub

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.
• Create and fulfill and personal development plan: Complete self-evaluations, set personal goals, and seek constructive feedback from Directors,
• Complete the Leadership Development Program for the Shift Leader position.
• Maintain ServSafe Certification.

Commit to a flexible availability:

• Must be available to serve on the opening or closing team.
• Must be available at least 4 days per week.
• Must be available at least 25 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.

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 a Director.
• Keep spaces safe by removing trash and clutter, cleaning, sanitizing, and disinfecting.
• Resolve safety hazards and maintenance needs, or report to a Director.

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

• Coach the team to prioritize the guest experience, fulfilling orders with urgency and accuracy. Make adjustments as needed to maximize opportunity for efficiency and resolve bottle-necks stalling production.
• Communicate needs to the team and 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 and 2nd Mile Service.
• Create a moment of care with each guest.
• Engage to recover guests using the HEARD model.

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, and ensure team leaders do the same.
• Communicate restaurant goals to the team, and implement new ideas to drive results toward enhanced operational excellence, team morale, and problem-solving techniques.
• Measure shift proficiency by evaluating Analytics Hub data: Note areas of opportunity and make, communicate, and execute a plan that engages the team to drive results toward restaurant goals.
• 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.
• Demonstrate proficient knowledge of Health Department, Ecosure, and Deloitte evaluation requirements for serving safe food and competently walk with 3rd party specialists during evaluations.
• Prioritize personal development: Complete self-evaluations, set personal goals, and seek constructive feedback and accountability from Directors.
• Grow the bench: Actively pursue opportunities to mentor, develop, and empower rising leaders.

Perform Daily Leadership Tasks

• Create, communicate, and oversee a plan for success during each shift that aligns with the overall restaurant goals for each area of the business. Communicate goals, direction, and feedback to the team frequently. Empower team leaders to execute a portion of the plan.
• Approve clock-ins: Ensure all punctuality and appearance/uniform policies are met, and document any infractions.
• Approve clock-outs: Ensure all end of shift responsibilities, and documentations as applicable, have been fulfilled.
• Create and execute a break schedule to ensure all qualifying adults, and all minors take a 30-minute unpaid break according to the policy. Oversee the distribution of break food according to the break meal allowance policy.
• Investigate operations at all times: Evaluate safety, training, team performance, speed of service, food safety and quality, hospitality and cleanliness. Problem-solve and make adjustments to maximize efficiency and quality, driving outcomes toward excellence.
• Ensure all shift checklists are completed.

Prevent and address safety risks and failures:

• Be aware of the weather forecast and impact. Ensure wet floor signs are placed during inclement weather. Ensure the team’s safety as they exit the building. Collaborate with a Director to develop a plan for severe weather.
• Manage crises: Notify appropriate emergency services, ensure the safety of team members and guests, and Complete Sedgwick claims if team members or guests are injured.

Lead accountability conversations:

• Hold the team accountable to all policies, procedures, and expectations. Address infractions in the moment where appropriate, and/or lead a private disciplinary action meeting to discuss and document infractions appropriately where both the offending team member and another leader are present. Communicate any serious infractions involving safety, harassment/discrimination, integrity, theft, etc. to the Director team as soon as possible.
• 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.
• Provide constructive feedback to team members in response to their shift performance, and address concerns and failures to fulfill job expectations.
• Lead conflict resolution meetings between two or more team members when appropriate.