Day Hospitality Advanced Team Leader 201
The competencies and outcomes build upon themselves at each role. Each level will continue to exercise and master the competencies listed previously.
Job Summary
Leads the restaurant in accomplishing Jim’s personal vision and vision for the business. Represents the restaurant as the Team Leader of Chick-fil-A of Temecula’s Day Hospitality Center. Assists the leadership team in the development and creation of the Hospitality Center experience by casting vision for team members, setting monthly goals and the creation of raving fans within Chick-fil-A.
Job Requirements
Must have completed Temecula Leadership School, 101 Level, and 201 Level Certifications
Minimum 2 months experience at 101 Level Certification (unless approved by Restaurant Leader)
Completion of the following Pathway sections
Orientation
Safety and Security
Receiving and Storing
Front Counter/Drive Thru
Hospitality
Basic Food Prep
Advanced Food Prep
Restaurant Cleaning and Maintenance
Introduction
Chemicals in the Restaurant
Tools for Cleaning
Towels
Floors
Indoor Ceilings, Lights, Signage
Work and Storage Areas
Sinks
Dishes
Restrooms
Dining Room
Playground
Restaurant Exterior
Equipment Cleaning and Maintenance
Coffee Server and Brewer
Tea Brewer and Urn
Lemonade Dispenser
Drink Tower/Ice Bin
Ice Cream Machine
Milkshake Base Dispenser
Oven
Pass Thru Chutes
Juicer
Refrigerators and Freezers
Ice Machine
Availability
Minimum 3 days of open availability from 5:45 AM to 3:00 PM with a minimum of 4 available working days total
General Job Responsibilities
Uphold “Core Values of the Business”
Positive Attitude, Transparency, Teamwork, Continuous Growth
Personally Model “Core Traits of a Leader”
Character, infectious attitude, sense of abundance, self-awareness, charitable assumption, knowledge and balance of results and relationship, long-term view of success, trust and no fear, approving patience and tough love, not feeling threatened by others
Hold Team Members accountable to daily expectations
Develop systems and descriptions for “Peak Time” Hospitality experience
Ensure the daily use of systems within the Hospitality Center
Effectively train and develop Team Members in the Hospitality Center
Ensure the best possible guest experience at all times
Increase Breakfast and Lunch “Drive Thru Raving Fans”
Set goals around decreasing the number of Customer Cares reports in the Hospitality Center
Be knowledgeable of labor and food costs
In charge of the development and recognition of all Hospitality Center Team Members
Meet all standards and timelines set forth in Leader Meetings and Manuals
Coach CEM scores in 2MS and Raving Fans
Lead in Hospitality Center Up-Keep and Cleanliness
Uphold the Moral and Community of the Team
Be knowledgeable of all Hospitality Center Equipment – Operation, Cleaning and Maintenance Schedule
Maintain personal certifications on all Pathway sections related to Hospitality Center
Coach SAFE standards and ensure that all Hospitality Center Team Members are aware of SAFE requirements
Work together with Drive Thru, Front Counter, and BOH Team Leaders to ensure peak performance
On Shift Responsibilities
Set and communicate all goals on the white board
Lead through Jolt Checklists
Display Core traits of leader: You embody those traits
Character, infectious attitude, sense of abundance, self-awareness, charitable assumption, knowledge and balance of results and relationships, long-term view of success, trust and no fear, approving patience and tough love, not feeling threatened by others
Lead in Running Breaks at appropriate times: No breaks during peak (11-2, 5-8) without permission of RL
Lead in Coaching/Attentive/Courteous Employees: RL will not have to come up or force attention to be made to guests
Track Team Member Uniforms Violations: All Team Members and Team Leaders in full uniform, or they have been documented for their failure to do so, and their break meal has been removed
Provide CEM Training: You meet all action items, and have personal conversation with each team member as they come in
Maintain an Appropriate Speed of Service: You meet our Chick-fil-A of Temecula Standards
Complete a cleaning goal
Core 4 Executed: Will be evaluated by RL
Ensure that Table Touches are in acceptable ranges: Goal is 80% for the day and 70% for the night
Weekly Responsibilities
Complete Assigned Team Leader Objectives
Complete Personal Objectives
Complete Pre-Week and Post-Week Forms
Conduct 1 eRQA or SAFE evaluation
Execute weekly training plans set by Training Leader
Ensure that cleaning tasks are being completed using the detail cleaning schedule
Report any Repair/Maintenance needs to Operations Leader
Review the Jolt Checklists to ensure that Hospitality Center Team Members are completing Restroom Checks as assigned
Review table touches weekly to ensure that Teams are meeting minimum Table Touch Requirements
Monthly Responsibilities
Evaluate Team Member certifications and report training needs to Training Leader
Build/maintain depth of Day Front Counter Certified Team Members to a minimum of 10 deep
Attend Team Leader Meetings
Write two letters of encouragement to Team Members
Meet with Training Restaurant Leader and Night Hospitality Center Team Leader to discuss vision, goals and issues in the Hospitality Center
Ensure that all monthly cleaning tasks are being completed according to the detail cleaning schedule
Measures of Success
General:
1 Customer Cares Report or less per week
Depth of Day time Certified Hospitality Center Staff is 10 or more
Average 51% Characteristics of 3.5 or better on all Scorecards
80% Scorecard Rating or Better
80% or Better on all Shift Scorecards
CEMs:
Top 20% in all Categories (OS, A&C Staff, 2MS, Cleanliness)
SAFE
Top 20% in all Categories (Service, Customer Environment, Product, Production Environment)