Team Leader

GUEST EXPECTATIONS

Well-Trained

• Hassle Free: Always says “YES” to the guest and works with the team to help solve problems; follows the 3-step process (Listens, Says Sorry, Makes it Right) if a problem occurs; uses JIB Smart Selling standards as appropriate.

• Trains and coaches team members using the Guest Expectations training materials.

• Models being calm and productive during busy times.

• Coaches team members to ensure they are knowledgeable on job requirements.

Neat & Well-Groomed

• Clean: Holds team members accountable to JIB uniform and grooming standards and coaches them when noncompliant.

• Models looking nice and professional; shirt is tucked in; hair is contained via a hat, visor, and/or hairnet; uniform is clean and unwrinkled.

Friendly

• Friendly: Models acknowledging each guest with a smile, treating everyone with care and respect, and maintaining a positive, friendly attitude.

• Coaches team members on maintaining positive, friendly attitudes and behaviors.

• Models and coaches team members on the JIB Hospitality Model.

Well-Staffed

• Clean: Models how to maintain restaurant cleanliness (interior/exterior) and monitors facilities to ensure regular maintenance.

• Helps with order taking and cashiering during busy times.

• Is organized; actively leads and coaches the team to be ready and prepared to serve guests as they arrive.

• Encourages team members to ask for help when necessary to meet guests' needs.

• Follows JIB Restaurant Policies and Rules regarding scheduled working hours, breaks, and timekeeping.

Food Tastes Great

• Food Quality: Monitors quality to ensure food looks, tastes great, and meets high standards.

• Models and monitors food presentation; coaches team members when necessary.

• Coaches team members to ensure taste, appearance, and temperature standards are met for all products; retrains when necessary.

Consistent & Quick Service

• Fast: Models a sense of urgency, hustles, greets guests, and encourages team members to do the same.

• Leads and coaches the team on providing consistent, fast service.

• Helps with order taking and cashiering during busy times.

Order Accuracy

• Accurate: Models effective team communication to ensure orders are accurate; repeats orders following JIB standards.

• Follows up on order errors to solve underlying problems; works with the team to learn from mistakes and improve processes without dismissing errors.

• Holds employees accountable to minimal order errors and retrains them as needed.

Food Safety

• Food Safety/Quality: Ensures food is safe by following all food safety and quality policies and procedures.

• Follows all hand-washing and glove procedures.

• Completes the Food Safety Checklist each shift.

CORE BEHAVIORS & SKILLSBrand Ambassador

• Demonstrates passion for the business and pride in Jack in the Box.

• Inspires team members to embrace the brand.

• Is proud to represent Jack in the Box.

Focus on the Guest

• Treats guests and employees with care and respect; remains passionate about serving the guest.

• Steps in to help employees when necessary.

• Maintains a happy, friendly personality that engages both guests and employees.

• Reads the guest and anticipates their needs; pays attention to verbal and non-verbal cues to address concerns proactively.

• Handles guest complaints by saying “Yes” without arguing, questioning, or assuming the guest is wrong.

• Inspires the team to make guest care their top priority.

Team Skills

• Treats all employees with care and respect; serves as a strong team player and leader.

• Maintains a positive, can-do attitude; remains dependable, reliable, and willing to help others.

• Keeps calm under pressure and does not show signs of stress.

• Open and willing to work with and lead people of all backgrounds.

• Ensures quick service while maintaining a calm environment.

• Manages the Floor: Coordinates team resources to cover all roles; ensures compliance with JIB standards and labor laws.

Commitment

• Thrives in a fast-paced, high-energy team environment; performs professionally during difficult or high-volume times.

• Takes pride in utilizing restaurant systems to produce quality products and maintain cleanliness.

• Takes corrective action to resolve issues that could jeopardize food safety or quality.

• Remains flexible and adapts direction based on business needs.

• Works with a sense of urgency; knows and trains others on products, menu items, and JIB tools/systems.

• Takes accountability for cash management and handling during shifts.

• Meticulously follows and manages to Jack in the Box policies and standards.

DUTIES & RESPONSIBILITIESFront of Restaurant

Includes, but is not limited to, the duties described below. Performs other duties as assigned or directed.

• Guest Service (Dine In / Drive-Thru): Immediately acknowledges and welcomes guests; takes and clarifies orders; assists with menu selection; enters orders into POS, collects payment, and provides change; thanks guests upon order completion; assembles orders and works with back-up team to deliver timely and accurate orders to guests; maintains cleanliness and stocking of work area.

• Interior: Empties trash cans, sweeps and mops floors, cleans dining room tables/chairs, cleans windows and doors; cleans and stocks restrooms; cleans and maintains equipment (drink dispensers, ice bins, POS equipment); cleans miscellaneous interior items (menu boards, counters); visually inspects areas for cleanliness.

• Exterior: Sweeps and picks up trash in parking lots, drive-thru areas, sidewalks, and curbs; empties exterior trash cans; cleans drive-thru menu board, drive-thru pads, and dumpster slabs; visually inspects areas for cleanliness.

Back of Restaurant

Includes, but is not limited to, the duties described below. Performs other duties as assigned or directed.

• Grill: Reads grill monitor to prepare orders; warms, toasts, or grills bread; cooks items on grill; operates timers; discards expired or substandard products; sets up and maintains equipment while wearing safety gear.

• Assembly: Reads monitor to assemble products using correct portioning; packages items correctly; verifies appearance, temperature, presentation, and accuracy before delivery; discards expired products.

• Prep: Defrosts and rotates products (FIFO); opens and labels packages with shelf-life dates; keeps prep and storage areas clean and compliant with food safety standards; inspects ingredients for freshness; measures and prepares ingredients based on product mix.

• Fryer: Reads monitor to prepare fried items; operates timers, drains, codes, and packages fried products; maintains cleanliness and stocking of fryer stations, display bins, freezers, and holding units.

• Interior Maintenance & Cleaning: Sweeps, mops, vacuums, washes dishes/utensils; filters or changes fryer shortening using required safety gear; cleans vents, fryer screens, storage units, syrup lines, and grease catch pans.

• Exterior & Receiving: Maintains exterior grounds and dumpster areas; receives and stores delivery shipments according to established procedures.

Supervision

• Workstation Operation: Supervises and trains team members on workstation operations; ensures compliance with JIB procedures, systems, food safety, security, and cash handling requirements.

• Guest Service Management: Ensures exceptional guest experiences through team training and accountability; maintains guest visibility; handles complaints professionally to ensure positive resolution.

• Leadership: Creates a friendly, fun, clean, and safe environment; treats employees with respect; motivates high performance; conducts onboarding and training; provides performance feedback and recognition; maintains uniform standards; apprises management of potential issues.

QUALIFICATIONSEducation

• Required: High School Diploma, G.E.D., or equivalent.

Experience

• Internal Promote: Minimum of 6 consecutive months of JIB experience and 100% certified in all workstations.

• External Recruit: Minimum of 1 year supervisory experience in a restaurant or retail customer service environment.

Knowledge, Skills & Abilities

• Must be at least 18 years old.

• Must complete Team Leader training classes.

• Must be ServSafe certified (where required by state law).

• Requires ability to speak, read, and write effectively in English; multilingual skills preferred depending on restaurant location.

• Excellent interpersonal, organizational, and planning skills.

• Ability to perform and understand basic math concepts (addition, subtraction, multiplication, division).

• Ability to work well with diverse groups of people; proven analytical skills.

• Self-starter who takes initiative and willingly accepts responsibility.

• Basic knowledge of personal computers and related software applications.

• Demonstrates integrity and ethical behavior.

Physical Requirements

• Ability to stand and walk approximately 90%–95% of shift.

• Ability to move freely throughout the restaurant.

• Ability to lift and carry 15–25 lbs.

• Ability to listen to guests' orders, operate a cash register, and read video monitors.