Team Leader

Frontline Leadership

• Serve as the go-to leader during shifts, ensuring team members perform tasks accurately and efficiently.

• Lead by example in upholding Chick-fil-A’s values, food safety standards, and guest service expectations.

• Provide real-time coaching and feedback to team members to improve performance and address any issues.

Operational Focus

• Ensure daily goals for speed, accuracy, and quality are met.

• Support Managers by monitoring specific operational areas (e.g., drive-thru, kitchen, hospitality) and addressing bottlenecks.

• Conduct pre-shift huddles to communicate goals, updates, and key focuses for the team.

• Verify that team members follow established procedures, such as order accuracy, cleanliness, and safety standards.

Guest Experience

• Act as a primary point of contact for escalated guest concerns, resolving issues promptly and professionally.

• Foster positive guest interactions by encouraging team members to engage warmly and deliver hospitality.

• Monitor team behavior to ensure Chick-fil-A’s standard of care and professionalism is maintained.

Team Engagement

• Build relationships with team members to foster a sense of belonging and motivation.

• Recognize and celebrate individual and team successes during and after shifts.

• Actively support new team members during onboarding and training phases by modeling and reinforcing best practices.

Communication and Collaboration

• Maintain open communication with Managers to provide updates on team performance and challenges during the shift.

• Coordinate with other Team Leaders to ensure smooth transitions between operational areas and shifts.

Team Leaders are the most influential leaders at the operations level, ensuring daily execution aligns with Chick-fil-A’s standards and values. Their responsibilities focus on leading teams, maintaining operations, and engaging with guests and team members alike. Learning requirements center around leadership, operational expertise, and communication, equipping Team Leaders to excel in their role and grow within the organization.

Leadership and Interpersonal Skills

• Conflict Resolution:

  • Learn how to address and resolve minor conflicts among team members effectively.

• Coaching and Mentoring:

  • Develop skills to provide constructive feedback and guide team members toward growth.

• Emotional Intelligence (EQ):

  • Enhance self-awareness, empathy, and communication to connect with team members and guests.

Operational Knowledge

• Area Expertise:

  • Deepen knowledge of specific operational areas, such as drive-thru, boards, breading, and hospitality.

• Process Mastery:

  • Gain proficiency in Chick-fil-A procedures, including food safety, cleanliness standards, and service protocols.

Time and Resource Management

• Shift Planning:

  • Learn how to allocate team members effectively during busy periods and slow times.

• Problem-Solving:

  • Build skills to identify and address operational inefficiencies or challenges in real time.

Communication

• Clear Direction:

  • Practice delivering concise and motivating instructions to team members.

• Upward Reporting:

  • Learn how to communicate shift updates and concerns to Managers in a professional and actionable manner.

Guest Service Excellence

• Handling Escalations:

  • Gain confidence in managing guest concerns, ensuring professional and empathetic resolutions.

Guest Engagement:

• Learn strategies for fostering warm, genuine interactions to elevate the guest experience.