Front Counter Manager, Chick-fil-A Bartlett

Ontario Trillium Foundation; Bartlett (TN); On-site; USD 19,286,000 - 24,797,000; Full time

Job summary

Chick-fil-A of Bartlett is seeking a Team Leader to assist the management team with shift supervision and guest experience excellence. You will supervise stations for the whole shift and may open/close with established procedures.

The role focuses on engaging and developing team members, monitoring staffing, and upholding Chick-fil-A standards while ensuring speed, accuracy, and cleanliness throughout the restaurant.

Qualifications

• Demonstrated ability to engage and develop team members.
• Strong communication and leadership skills for a fast-paced environment.
• Experience supervising shifts and enforcing standards and procedures.

Responsibilities

• Assist management with shift management and ensure outstanding guest experience.
• Supervise assigned stations for the entire shift and follow opening/closing procedures.
• Enforce policy, procedures, and Chick-fil-A standards across the team.
• Engage and develop people, monitor staffing levels for operational excellence.
• Lead by example with CORE 4 and 2nd mile service behaviors.
• Schedule breaks, manage registers, and assist with inventory and back-office tasks.
• Address guest issues and consult management for complex cases.
• Maintain speed of service, cleanliness, and accurate order preparation.

Skills

People development

Customer service

Staffing management

Communication

Job description

General Responsibilities

At Chick-fil-A of Bartlett, Team Leaders are responsible for assisting the management team in all aspects of shift management and ensuring that each restaurant guest has an outstanding experience. Team Leaders are responsible for supervising assigned stations for an entire shift and may be assigned to open or close the restaurant in the absence of a manager by following established opening and closing procedures. General responsibilities include:

• Enact the Operator’s vision


• Ensure adherence to the Create Raving Fans strategy by holding Team Members accountable to Chick-fil-A standards


• Strictly adheres to all Company policies and procedures.

Human Resources/Training/Development

• The #1 Goal of a Team leader is to engage and develop people


• Monitor and evaluate staffing levels to ensure Operational Excellence


• Assist with Initial Training, Recertification, and In-Service Training of Team Members


• Ensure Team Members are adhering to established recipes/procedures and new rollout-outs as necessary


• Lead by example- CORE 4, 2nd mile service, and ensure team members are exhibiting these behaviors


• Must be full capable of following the opening and closing procedures of the Restaurant and versed in back office procedures and computer applications


• Communicates employee performance and policy/procedure violations to management for appropriate handling.

Operational Responsibilities

Able to run the shift when delegated by a manager. Responsibilities include:

• Creating the setup sheet


• Administering breaks


• Assigning and counting down registers and providing change as needed


• Making labor cuts when necessary


• Delegating tasks to team members


• Providing Be Our Guest cards, refunds or administering register overrides


• Addresses guest issues that may arise; consults with management regarding complex issues.


• Ensures that Team Members follow recipes and read tickets to accurately prepare all orders.


• Ensures that Team Members are extremely accurate with weights and measurements for all recipe items.


• Ensures that Team Members work at a pace to maintain restaurant’s established speed of service guidelines.


• Ensures that workstations are clean at all times.


• Ensures that cashiers follow cash handling procedures at all times.


• Executes proper security and cash handling and control procedures and holds cashiers accountable to adhering to policies and procedures.


• Process a catering order


• Ensures that Team Members monitor dining room, restroom, parking lot and overall facility cleanliness.


• Register a complaint in the CARES log


• Understand emergency procedures and food safety guidelines


• Perform additional tasks as needed throughout shift

Expectations for Self-Management

• Maintain a positive relationship with all Leaders and Team Members


• Demonstrate respect; be an example and set the tone for others


• Discuss disagreements privately, professionally and in a timely manner


• Strive to promote the Chick-fil-A brand and create brand loyalty in customers


• Make timely decisions judged to be right for the business even though they may be difficult, controversial, or circumstances may be unclear


• Take ownership for decisions by standing by them and accepting resulting consequences


• Help detect and resolve team breakdowns


• Communicate effectively with individuals up, down, and across the organization.


• Present opinions accurately and persuasively—both one‑on‑one and to a group


• Display a contagious sense of enthusiasm for the Chick‑fil‑A brand.


• Actively promote the Chick‑fil‑A brand

Success Factors

• Complete all leadership development assignments


• Complete training assignments on new or advancing team members


• Complete periodic reviews on team members


• Achieve assigned selling goals


• Motivate and lead team members to achieve 78% or greater score in speed of service, cleanliness, order accuracy and overall satisfaction scores