Front of House Shift Leader (Assistant Manager)

Chick-fil-A Covington Highway 21 Assistant Manager Opportunity

Chick-fil-A Covington Highway 21 is hiring highly skilled restaurant leaders (Assistant Manager)! Our leaders focus on leading their team in the FOH or Kitchen areas.

Available shifts: 5:30AM-2:30PM and 2:30-10:30PM. Must be available on Saturdays. Closed on Sundays but must be available for bi-monthly meetings.

Shift Leaders

are remarkable at shift leadership and lead the team to ensure excellence in their areas by:

• Equipping and empowering Team Members to execute the Winning Hearts Every Day Restaurant Strategy for our Customers
• Demonstrating and reinforcing care for each other and the Restaurant by upholding our Chick-fil-A Covington Highway 21 Values and growing in Leadership Competency

Reports to: Coordinator on Duty and Executive Director

Responsible for (as described in detail below):

• Winning Hearts Every Day Restaurant Customer Care Strategy
• Operational Excellence
• 2nd Mile Service
• Attentive and Friendly Shift Members
• Leading and caring for oneself, others, and the Restaurant
• Creating a positive Restaurant environment and working quickly to resolve problems in the Restaurant

Areas of Responsibility:

1. Works to personally demonstrate and equip and empower Shift Members to implement the Winning Hearts Every Day Restaurant Customer Care Strategy, which includes:

Ensuring Operational Excellence in the following areas:

Craveable Food

• Coaches and upholds to Chick-fil-A standards and recipes
• Coaches and upholds to food safety standards and organizational safety standards of each Team Member's area and position
• Assesses issues in quality and customer experience and identifies and corrects opportunities

Fast & Accurate Service

• Establishes and reinforces a standard of excellence in order accuracy and a sense of urgency for each Team Member's area and position
• Holds self and others accountable for thinking Customer First
• Assesses area teamwork and efficiencies and identifies and corrects opportunities

Welcoming Environment

• Coaches to overall cleanliness of the Restaurant inside and outside
• Helps Team Members understand how keeping the Restaurant clean, safe, and refreshing affects the customer

Demonstrating and teaching 2nd Mile Service by:

Empowering 2nd Mile Service to the Customer by coaching and holding others accountable to go above and beyond by:

• Making it Personal by using names and sharing a warm welcome and fond farewell
• Being Proactive by checking in and anticipating customer's needs
• Being Generous by surprising and delighting customers with food, fun, and more
• Providing training and reinforcement opportunities to ensure Team Member execution of 2nd Mile Service

Upholding a standard of Attentive & Friendly Team Members by:

• Encouraging and training Team Members to Pay Attention to Details and consider Customer impacts and impressions
• Ensuring Team Members Deliver Core 4 in each customer interaction
• Proactively taking the lead to Recover Quickly when a customer has an unsatisfactory experience (HEARD Model and CARES)

Embraces leading and caring for oneself, each other, and the Restaurant by:

Demonstrating and upholding Chick-fil-A Covington Highway 21 Values:

• Teamwork: Fostering trust, cooperation, and strong relationships within the team to achieve shared goals while creating a fun environment.
• Optimism: Choosing to lead with a positive attitude even in challenging circumstances and to have a positive influence on others.
• Kindness: Being friendly, considerate and genuine towards others and yourself while having a deep appreciation for other individuals and their contributions.
• Stewardship: Committing to uphold the highest standards in all aspects of work and being a good steward of the Brand that has been entrusted to us.
• Growth: Having strong self-awareness and embracing change with a mindset focused on constant improvement and personal development.

Seeking to grow personally in CFA Covington Highway 21 specific Leadership Competencies, including:

Leading with Emotional Intelligence: Leaders should be able to understand and manage their own emotions while recognizing and positively influencing the emotions of others. This competency supports a positive attitude and genuine interactions.

• Lead the team with a positive attitude through each shift
• Actively seek understanding from team members and other leaders about how your actions are perceived by others
• Learn about own leadership style, understanding the positive and negative effects on team members and how to create balance
• Motivate and inspire team members by acknowledging their hard work and dedication

Accountability with Integrity: Leaders should demonstrate integrity by holding themselves and others accountable to the high standards of Chick-fil-A Covington Highway 21.

• Own mistakes, take responsibility for actions, and not place blame on others
• Demonstrate consistency between words and actions
• Consistently promote positive behaviors and address behaviors that may negatively impact culture
• Hold all team members accountable to expectations and utilize systems for accountability, ensuring standards are upheld consistently

Intentional Relationship Building: Leaders should excel at building strong, trusting relationships within the team and across Chick-fil-A Covington Highway 21, ensuring a cohesive and collaborative work environment.

• Promote a welcoming, positive environment for team and customers
• Proactively engage with team members to celebrate, champion and challenge them individually and collectively
• Know team members' individual strengths and utilize them to create a positive impact for the customer experience
• Create a psychologically safe environment for all team members to thrive

Purpose-driven Communication: Leaders should communicate clearly, effectively and timely, aligning the team around shared goals and fostering a collaborative environment. To do this effectively, Leaders should communicate in a way that is consistent with our vision, high standards, and long-term goals and protects our Brand and upholds our reputation.

• Proactively communicate plan to team members and other leaders for daily shift operations
• Follow up on opportunities for improvement with the appropriate leader
• Utilize meeting time to communicate challenges and results that will move the business forward toward its goals
• Engage with team to build motivation and morale around goals

Investing in Self & Others: Leaders should be committed to developing themselves and others by seeking and providing guidance, feedback, and opportunities for growth.

• Actively coach and share opportunities to help a Team Member move towards their full potential
• Display a personal commitment to learning and continuous self-improvement
• Receive feedback and guidance from Leaders and Team Members with curiosity, working to limit defensiveness

Leading through Change: Leaders should be able to understand and communicate the challenges and opportunities of proactive change (innovation) and reactive change (change that happens to you). In the spirit of continuous improvement, leaders should guide others to positively adapt to change.

• Promote a growth mindset that seeks the opportunity within a change
• Help manage system changes, giving feedback in a constructive, unbiased manner
• Show support for decisions made by the leadership team and help uphold expectations for changes

Creates a positive Restaurant environment and works quickly to resolve problems in the Restaurant.

• Proactively offer assistance to Coordinators
• Create a daily Restaurant experience for the Team through a positive attitude and effective communication
• Create a daily plan for shift management (Setup, Breaks, Inform) and delegates daily tasks (Jolt Checklist)
• Coach to and upholds Restaurant Team Member standards (Team Member Policy Handbook)
• Anticipate and solve capacity problems