Shift Manager

Shift Manager

Objective

• Serve in restaurant operations while effectively coaching Team Members to adhere to the Chick-fil-A Vision, Mission, and Purpose, and maintaining a culture adhering to the Winning Hearts Everyday strategy with a “Customer’s First” mindset
• Lead the successful completion of Shift Operations in your designated area of the business and managing the success and completion of restaurant systems

Daily

• Ensure Team Member clock-in and clock-out according to their scheduled shift
• Ensure Team Members adhere to Brand Standards such as uniform/appearance guidelines, language guidelines, and our Operations Strategy (Winning Hearts Every Day) - coach accordingly Identify limiting factors (bottlenecks) - resolve and/or communicate with your Shift Leader in a timely manner, strive to be proactive, but reactive when necessary 
• Display a contagious sense of enthusiasm for the brand and in-restaurant initiatives Strive to be a thermostat - set and regulate the pace - move with care & urgency - “fast hands & warm hearts” 
• Lead the successful completion of systems
• Maintaining a clean & safe environment: weekly cleaning
• Tracking daily training on KitchenIQ
• Monitor restaurant systems
• Respond appropriately to guest recovery issues with responses filtered through the HEARD model Provide constructive, encouraging, and impactful feedback to others
• Ensure scheduled training is conducted in accordance with the dedicated training plan and scheduled labor Open, transition, and close the restaurant according to set standards 
• Lead & enforce Safety & Security guidelines 
• Devise an organized shift set-up that ensures excellent guest experience while challenging and growing others 
• Prioritize new hires with training leads
• Prioritize anchors in drive thru and front of house
• Utilize the "trust but verify" mindset to ensure proper task completion 
• Ensure the daily FSA and genuine hospitality completion (2 times per day, 1 time per shift) | Goal: 100% Completion 
• Ensure the restaurant is stewarding all resources to maintain profitability while meeting the expectations of hospitality, team member environment, and cleanliness

Weekly 

• View various reports that are posted: 
• CEM scoreboard
• Training updates
• Smart Shop
• AHA
• Understand wins communicated in the reports and celebrate them with the team 
• Understand opportunities communicated in the reports and collaborate with fellow Leaders to address them 
• Completion of weekly cleaning list

Monthly/Bi-monthly 

• Attend a bi-monthly meeting led by your direct supervisor to discuss wins & challenges as well as projects and initiatives in queue 
• View and engage in personal development resources and check-ins

Restaurant Vision

• Customer’s First mindset
• Strive to be ALL RIGHT vs. Alright in everything that we do - we do it the right way, each & every time Adhere to our operations strategy (Winning Hearts Every Day) 
• Live out: “caring is at the center of all the we do” 

Deliverables 

Customer Experience Monitor (CEM) Scores: ≥ Operator Team & Top 20% of the Chain 

Training Tracker Completion: 100% 

Speed of Service: ≤ 3 minutes 30 seconds 

Food Safety Performance Level: 1-2 - Elite Food Safety Culture 

Quality Improvement Visit (QIV): ≥ 98% 

Automated Holding Assistant Hold Time < 20 Minutes: ≥ 98% | System Usage: ≥ 99% | Target Zone: ≥ 40% FSA completion: 100% 

SmartShop: > 95% Complaint 

Labor: < Top 20% Benchmark, Productivity > $97-99

Work schedule

• 8 hour shift
• Weekend availability
• Day shift
• Night shift

Benefits

• Flexible schedule
• Paid time off
• Health insurance
• 401(k) matching
• Referral program
• Employee discount
• Paid training
• Mileage reimbursement