Front of House Shift Lead

Role Summary

A Shift Lead is responsible for creating a consistently excellent experience for both guests and team members at Chick-fil-A. This leader sets the tone for the shift by promoting a positive and uplifting environment while maintaining urgency, operational excellence, and team accountability. The Shift Lead models integrity, strong character, and commitment to continuous improvement, and leads through the lens of Chick-fil-A’s four core values: Character, Culture, Excellence, and Growth.

Key Responsibilities

Shift Leadership & Operational Excellence

• Organize each shift by preparing a detailed setup sheet to ensure team success.
• Ensure team calibration on Chick-fil-A standards by conducting at least one RSA per shift.
• Perform and verify completion of morning, midday, and afternoon checklists.
• Hold full responsibility for the success of the shift and the performance of all team members under your leadership.
• Complete daily shift workflow in Inform (FOH).
• Accurately count and reconcile drawers and safe funds during morning, midday, and evening shifts; report any variances to leadership immediately (FOH).

Team Development & Culture Building

• Coach and mentor team members to improve performance, character, and leadership readiness.
• Model and promote the CORE 4 behavior standards throughout every shift.
• Cultivate a team culture rooted in honor, dignity, and respect.
• Be a servant leader by setting the example—arriving on time, going the extra mile, and supporting team members proactively.
• Enforce accountability with encouragement and clear expectations.

Leadership Responsibilities

• Collaborate with your assigned Director in regular 1-on-1 meetings to discuss projects, operations, and team member development.
• Carry out all duties and responsibilities outlined in the Trainer job description.

Requirements

• Ability to lead, inspire, and hold others accountable in a professional and encouraging manner.
• Consistently reliable, punctual, and proficient in all operational roles.
• Servant leadership mindset with the ability to perform under pressure while supporting team morale.
• Must meet weekly/bi-weekly with the assigned Director.
• Demonstrated proficiency in all Operational positions.

Success Measurements

• 100% completion of FSAs, RSAs, and checklists per shift.
• CEM Scores consistently in the top 20% for:
• Fast Service
• Attentive and Courteous Service
• Order Accuracy
• Portion Size
• Overall Satisfaction
• Average speed of service under 4 minutes during all managed shifts.
• Able to speak to the growth and development of at least two team members per quarter.
• Consistently fulfills all Shift Lead and Trainer responsibilities with excellence.

Benefits

• Flexible schedule
• Paid time off
• Health insurance
• Dental insurance
• Vision insurance
• 401(k) matching
• Employee discount
• Paid training