Shift Leader

SHIFT LEADER

A Restaurant Shift Leader is someone who consistently demonstrates our core values, embraces the Chick-fil-A culture, and leads with a servant's heart. They have a passion for people and serving others, strong character, take initiative, and operate with a sense of urgency.

Restaurant Shift Leaders are cross-trained in both Front of House and Back of House operations and are responsible for helping lead the restaurant during assigned shifts. They support senior leadership in executing daily operations, developing team members, maintaining operational excellence, and ensuring guests receive exceptional food and service.

This role serves as a key bridge between Team Leaders and Directors and is designed to develop future restaurant leaders who can effectively lead people, systems, hospitality, and operations across the entire restaurant.

Key Responsibilities:

A Restaurant Shift Leader's primary areas of focus are:

• Leading daily restaurant operations
• Managing shift execution and labor deployment
• Coaching and developing team members
• Ensuring excellence in hospitality, food quality, and food safety
• Supporting operational goals and restaurant performance

Shift Leadership & Operations

• Lead assigned shifts and help oversee daily restaurant operations
• Direct and support both Front of House and Back of House teams
• Set clear expectations and goals at the beginning of each shift
• Manage labor deployment and position assignments throughout the shift
• Monitor operational flow and make adjustments as needed
• Maintain communication between Front of House and Back of House teams
• Ensure operational readiness throughout all dayparts
• Assist with opening, transition, and closing procedures
• Serve as a key holder as assigned

Guest Experience & Hospitality

• Ensure all guests receive prompt, friendly, and attentive service
• Help create a welcoming environment where guests feel genuinely cared for
• Address guest concerns, questions, and recovery situations with professionalism and empathy
• Monitor guest satisfaction and identify opportunities to improve the guest experience
• Uphold Chick-fil-A’s hospitality and service standards during every shift
• Support team members in creating meaningful guest interactions

Front of House Operations

• Oversee daily Front of House operations including:
• Front Counter
• Drive-Thru
• Dining Room
• Mobile Orders
• Catering Handoff
• Beverages & Desserts
• Help maintain speed, accuracy, and efficiency during busy periods
• Monitor positioning and labor deployment throughout the shift
• Ensure dining room cleanliness, stocking, and organization standards are maintained
• Support smooth shift transitions, breaks, and station coverage
• Ensure team members follow proper cash handling and operational procedures
• Assist with opening, transition, and closing responsibilities
• Help communicate operational needs between Front of House and Back of House teams

Back of House Operations

• Ensure food is prepared according to Chick-fil-A quality standards
• Monitor food safety, cleanliness, and kitchen execution
• Conduct food quality assessments throughout shifts
• Ensure proper use of holding times, timers, and kitchen systems
• Monitor waste, product rotation, and inventory organization
• Ensure FIFO procedures are consistently followed
• Support kitchen cleanliness and food safety compliance
• Maintain awareness of food cost and waste opportunities

Training & Development

• Assist with onboarding and training new team members
• Provide ongoing coaching and encouragement to team members
• Help reinforce operational procedures, hospitality expectations, and service standards
• Identify opportunities for team member growth and leadership development
• Support a culture of continuous improvement, ownership, and accountability
• Ensure Team Leaders are completing shift responsibilities as assigned 

Administrative & Operational Support

• Assist leadership team with shift planning and operational readiness
• Help monitor Front of House and Back of House supply levels and communicate restocking needs
• Maintain awareness of labor efficiency and operational priorities during shifts
• Document and communicate operational concerns or incidents to leadership as needed
• Help ensure compliance with health, safety, and cleanliness standards
• Support leadership initiatives and restaurant goals
• Support Catering operational needs
• Cash Management and Deposits

Leadership Expectations

• Lead with humility, professionalism, and servant leadership
• Create a culture of hospitality, teamwork, urgency, and excellence
• Maintain calm and effective leadership during high-volume periods
• Communicate clearly and respectfully with guests, team members, and leaders
• Demonstrate ownership, accountability, and strong attention to detail
• Uphold the culture, standards, and vision of the restaurant

Desired Qualifications & Characteristics

• Passion for hospitality and guest experience
• Strong communication and interpersonal skills
• Ability to lead and motivate a team effectively
• Strong problem-solving and decision-making abilities
• Ability to thrive in fast-paced environments
• Positive attitude and strong work ethic
• Strong organizational and multitasking abilities
• Previous restaurant or leadership experience preferred
• Commitment to providing exceptional guest service
• Availability to work flexible hours including mornings, evenings, weekends, and holidays

Benefits Include:

• Meal benefits
• Insurance contribution
• Flexible schedules
• Sundays off
• Scholarship opportunities
• Leadership development plans

Our Vision for This Role

The Front of House Shift Leader plays a key role in creating an environment where guests feel welcomed, cared for, and valued while helping team members feel supported, encouraged, and equipped for success.

This role helps strengthen operational excellence, hospitality standards, and team culture while developing future leaders within the restaurant.

Working at a Chick-fil-A® restaurant is more than a job – it’s an opportunity for teamwork and leadership development in a positive, people-focused environment. Most Chick-fil-A restaurants are locally owned and operated by independent, franchised Operators who invest in the future of their Team Members and give back to their communities.