Shift Lead - Chick-fil-A
Hagerstown, MD 21740
About the Job
Description & Objective:
The objective of the Shift Lead is to provide leadership to the team leads and team members at a very high standard in all areas of kitchen, front counter and drive-thru operations, as well as, food safety to ensure every guest receives a consistent food experience with regards to food quality, presentation and speed of service. The Shift Lead supports the Director by supervising team member tasks, ensuring adherence to restaurant policies and delegating work during shifts. Shift Leaders are expected to lead others by example by providing exemplary service. The shift lead acts as the first line of defense for guest and team member issues. The shift lead work schedule needs to accommodate a 5am-11am or 11am- closing shift and reports to the Operations Director.
Job duties include but are not limited to the following:
- Overseeing the entire restaurant, including all team leads within all divisions (kitchen, front counter, and drive-thru) and a range of 20-45 team members during a scheduled shift.
- Ensuring delegation of opening and closing procedures of team leads to team members. *Monitor closing tasks and procedures of all team members to ensure 10:45pm end of shift and exit of the restaurant.
- Ensuring all breaks are being implemented according to labor law standards.
- Setting up registers for opening and closing shifts, register countdowns, settling monetary transactions, and resolving cash overages and shortages.
- Handle issues regarding guest experience and/or team member performance
- Answering and handling phone requests, such as taking and delivering messages, as well as, catering orders.
- Catering Responsibilities:
-For morning shift: review of all catering in deferred system for current day, arrangement and communication of drivers and delivery information regarding catering orders, contact guests to confirm/edit orders and assemble plasticware/supplies for catering order.
-Review catering orders for next day (orders due before noon) and communicating via the JTF Basecamp group if an unusually early/complex order is in the que
-Several touchpoints throughout the day to check online catering orders by reviewing store email.
-Ensure orders are ready and correct to meet punctuality of delivery arrival times.
- Completion of JOLT Lead list.
- Assist in the training and development of team leads to ensure team morale, quality communication, duplicatable leadership and to maximize the guest experience in food quality, presentation and speed of service.
- Ensure a food safe environment on every shift by following up on SAFE food initiatives
- Ensure continual cleanliness of restaurant to include all areas of the kitchen, front counter and dining room environment which also includes walls, floors, floorboards, ceiling, hood vents, equipment.
- Continual touchpoints with team lead in all divisions in order to fill in any production gaps and identifying training/development opportunities.
- Uphold organizational standards to increase proficiency and implementation of restaurant policies.
- Monitoring/preventing waste by following proper tracking through LEAN systems.
- Actively pursue team goals in the Customer Experience Monitor (CEM)
- Actively pursues enhancing daily operations and elevating guest experiences.
- Ensure that each team member is enthusiastically fulfilling the Core 4 Behavior requirements
- Ensure that 2nd Mile service mindset is purposeful during every shift and demonstrated amongst team members
- Models hospitality values by providing honor, dignity and respect to others.
Qualifications and Requirements:
- Prior experience as shift lead, crew lead, supervisor, team lead, restaurant manager, restaurant assistant manager.
- Smile
- Create and Maintain Eye contact
- Speak Enthusiastically
- Make Emotional Connections with Guests
- Reliable transportation
- Strong people skills with a desire to serve Team Members
- Strong commitment to superior customer service
- Ability to manage Team Member behavioral and performance issues
- Ability to work in a team environment with shared ownership and responsibility.
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.