Hospitality Team Leader - Chick-fil-A
Brooklyn, NY 11217
About the Job
A Team Leader (TL) assists the FOH/BOH Manager and other members of the leadership team to run the day-to-day operations of a shift. A TL must be an ambassador for our brand/culture and build relationships with their peers and team members. Must assist with executing operational excellence in the FOH/ and kitchen. The TL works with all team members and helps monitor the quality of food and guest experience. This individual fosters team unity and delivers the highest professionalism and work ethic. This individual must have a passion for service, excellence, and people. The TL reports directly to the FOH/BOH Manager. You must be a minimum age of 21+ years old and have an NY food handlers permit for this job.
NOTEWORTHY BEHAVIORS
What specific behaviors should a person in this position have to achieve SUCCESS and ORGANIZATIONAL IMPERATIVES?
Quick to connect
- Fluent
- Fast-talking
- Lively
- Enthusiastic
Careful with rules
- Conscientious
- Thorough
- Precise
- Concerned with rules and accuracy
Job Skill Behaviors
Demonstrates core values:
- Honesty- Own your mistakes, learn and grow from them
- Integrity- Do the right thing because it’s the right thing to do. Who are you when no one else is looking?
- Commitment- Make a promise to give 110% always. Never give up
- Pursuit of Excellence- In all things you do, do them with honor, dignity, and respect. Be the BEST.
- Have a Winning attitude
- Customers First
- Hustle & Drive
- Optimistic
- Seeks Continuous Improvement and development
- Strong Work Ethic and High-Performance
- Availability to open and close our restaurant, flexibility
- Ability to open and close the restaurant effectively
- welcoming to feedback, Self-motivated, and can motivate others
- Ability to coach and develop others; continuous improvement
- Ability to solve problems and make quick decisions when necessary
- Take initiative and ownership of the shift, especially in the absence of a manager.
- Can delegate when needed
- Has awareness (360 degrees, head on a swivel)
- Servant Leader, team-oriented with a passion for people and world-class service.
- Well-organized manager with excellent verbal, written, and electronic communication skills
- Ability to work efficiently and keep calm under pressure. Work long hours in a stressful environment.
SUMMARY
This position focuses on working with and through others, building and maintaining relationships, and working closely and accurately within established guidelines. There is a need for an effective communicator who can stimulate and motivate others while being aware of and responsive to their needs and concerns. There will be many different people to meet and work with. The person in this position must be friendly and genuinely interested in the business, agenda, and needs of others, including the company, its management, the team, the company's customers, or all of the above. A persuasive teaching style is required to communicate the company's policies, programs, and systems. A faster-than-average pace will be the norm for this position. Detail work is a major focus of the job, and those details must be handled quickly, correctly, and efficiently. This portion of the work will often focus on relationships with others; correct handling of details dealing with others is necessary to maintain and grow relationships. If the job involves managing others, following up carefully, closely, and cheerfully is required to ensure both correct work and maintenance of the relationships. Necessary corrections must be made in a constructive, supportive manner. As time is usually a factor, the work must be done on time and correctly. This is a position where guidelines, structure, and established policies must be followed fairly closely while working with and for others.
JOB CHARACTERISTICS
- Each day is different from the next, especially in personal interactions, a fast-paced environment, and Multiple projects simultaneously.
- Very socially-focused; requires "how can I help you?" attitude. Lots of attention is spent on building and maintaining relationships, especially where helping and not pressuring others fosters the relationship.
- Adherence to established guidelines and procedures is important. It is important to involve others in the decision-making; there is a need to build consensus rather than make decisions alone.
- Open, flowing communication is important. The Position requires working with and through others, especially in a helping role. There is a need for a persuasive, "selling" (rather than "telling") communication style.
- Team environment: a leader must be willing to jump in and roll up his/her sleeves to help out when necessary. Need someone who leads by example, with first-hand knowledge of the area. Strong, friendly follow-up is necessary on tasks delegated to ensure proper results.
MEASURING SUCCESS
How will you know this position has been successful?
- Customer Comments- positive and negative
- Improvement in scores
Quality Improvement Visit (QIV)
- Product and Production Environment
- Service and Kitchen areas must be clean at all times (fresh sanitizer water, clean floors, and handwashing sink)
Daily S.A.F.E Assessment
- Ensure that S.A.F.E assessments are completed daily
- follow up with team members and corrective actions
- communicate with the training coordinator and team leaders regarding retraining team members
Food Cost/Inventory Management
- Positive Food Cost Gap
- Work with team members and managers to follow all policies and recipes.
- Accurate tracking of waste
- EVERYTHING is rung up on the POS system (waste, re-makes, etc…)
- Portion Control (Prep, Waffle fries, desserts)
Labor Cost Management
- Daily Labor Percentage & Productivity Rate Range
- Shift management, Task completion, and daily operations completed
- Evaluations from the leadership team
- Accountability among managers and leadership team (peer-to-peer feedback)
- Team member feedback
- Completion of action items following a leadership meeting
- Training and Education
EDUCATION
• High School Diploma or equivalent, Bachelor’s Degree plus
WORK SCHEDULE AND SECONDARY RESPONSIBILITIES
• Hours are not guaranteed but are predictably assigned in accordance with the NYC Fair Work Week Law. Hours are subject to change based on business needs and are assigned based on an individual’s availability, work performance, and dependability.
• Can work a minimum of 30 hours a week, but not more than 40 per week
*It is the employee’s responsibility to monitor weekly hours. Any unapproved overtime is subject to disciplinary actions and/or termination
• Must be available to work on Saturdays
• When multiple leaders are scheduled for a shift, the manager may have to assume the responsibilities of a regular team member.
WORK ENVIRONMENT
The work hours can be long and physically demanding, so employees may find the job tiring. The restaurant environment is likely to be noisy and busy, which can all be stressful. Managers and other members of the leadership team are also on their feet for most of the shift, so comfortable shoes need to be worn, and the job is not suitable for anyone with back problems. Stamina and physical strength are also important, as employees are expected to lift and carry heavy items regularly (at least 25 lbs). Leaders may be expected to start work very early or work at night. Team morale and positivity are very important and a part of the Chick-fil-A culture.
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.
