Front of House Team Leader

Front of House Team Leader

The Front of House Team Leader is responsible for leading shifts at a high level, supporting Team Members, ensuring operational procedures are executed, and consistently delivering Chick-fil-A Richmond service standards. The ideal candidate leader will model hospitality, coaching in real time, fast paced work ethic, and help maintain a clean, safe, accurate, and welcoming environment.

Key Responsibilities

• Lead Front of House shifts by creating a clean, safe, accurate, and welcoming environment for every guest.
• Model and coach Chick-fil-A's Core 4: eye contact, sharing a smile, speaking with a friendly tone, and saying "My pleasure."
• Lead the team in delivering 2nd Mile Service through warm welcomes, fond farewells, and thoughtful guest interactions.
• Coach Team Members to prioritize hospitality, order accuracy, speed of service, and operational care.
• Ensure restaurant policies and procedures are followed, including attendance, break management, money handling, and safety expectations.
• Support accurate cash handling and sales procedures during assigned shifts.
• Use Inform and other operational tools to complete open/close day tasks, dispatch needs, and money ordering responsibilities.
• Operate and troubleshoot POS systems, including refunds, collected sales, iPad support, mobile orders, and catering recall needs.
• Manage daily checklists through Checklist Management, including daily cleaning tasks and AM, midday, and PM checklists.
• Place Team Members in positions where they can succeed by understanding all Front of House roles and using "aces in places."

Qualifications

• High School Diploma
• ServSafe Certification
• Previous fast paced experience as a similar restaurant leader for 3+ yrs or business leadership with development mindset.
• Completion of assigned Front of House Pathway.
• At least 6 months of experience as a Front of House Team Trainer preferred.
• Demonstrates a servant leadership mindset aligned with Chick-fil-A Richmond (IN) FSU's commitment to hospitality.
• Dependable, coachable, and calm under pressure.
• Willing to give and receive feedback in a professional and growth-minded capacity.
• Committed to creating an excellent experience for guests and Team Members.
• Able to follow restaurant policies, safety expectations, and operational procedures consistently.

Core Competencies

• Hospitality: Creates positive, caring, and professional experiences for every guest.
• Leadership: Leads by example, supports Team Members, and helps the team succeed during each shift.
• Communication: Gives clear direction, follows through on expectations, and keeps leaders and Team Members informed.
• Ownership: Takes responsibility for shift execution, guest experience, and team readiness.
• Coaching: Provides constructive feedback that helps Team Members grow.
• Teamwork: Practices servant leadership by supporting the team first and creating a positive restaurant culture.

Schedule and Physical Requirements

• Availability will be based on restaurant leadership needs and assigned shift responsibilities.
• Must be able to stand, walk, bend, reach, lift, and move throughout the restaurant during shifts. Lift up to 30lbs.
• Must be able to work in a fast-paced food service environment while maintaining professionalism, urgency, and attention to detail.
• Must be able to support outdoor operations while following safety expectations, including hi-vis gear and inclement weather procedures.

Performance Standards

• Leads Front of House shifts with hospitality, accuracy, urgency, and operational excellence.
• Models Chick-fil-A service standards, including Core 4, 2nd Mile Service, and Winning Hearts Every Day.
• Maintains a clean, safe, and organized environment for guests and Team Members.
• Communicates clearly with leaders and Team Members to support strong shift execution.
• Follows through on operational responsibilities, daily checklists, cash handling expectations, and guest recovery needs.