"If you are working on something exciting that you really care about, you don't have to be pushed. The vision pulls you."
New prospects to the team. These people have proven themselves to be potential "Brand Champions." Go through rigorous training and evaluation to be moved into the Team Member category.
Create operational excellence
Ensure self-reliance (they will have the knowledge and understanding they need for every relevant task and role)
Consistency of outcomes and experiences
Personal safety of team members and guests
Immerse in the culture of Chick-fil-A
Teach and reinforce the history of Chick-fil-A and the vision of Truett Cathy
Model the language of hospitality and demonstrate Core 4 and 2nd Mile Service in all actions with all individuals during training
Reinforce the understanding that we may be a quick-serve restaurant but we do not have to act like it
Inspiration to be REMARKable in all they do
Develop the leadership traits of dependability, responsibility and initiative
Priorities- Completion of the Training Plan, Acceptance of the Culture, A My Pleasure Attitude
2) Team Member:
The MOST IMPORTANT part of the team! Provide phenomenal service to our guests and fellow Team Members using the Core 4 and 2nd Mile Service Principles.
Work your scheduled shifts and arrive on time every shift
Arrive for your shift in full uniform: shirt, pants, belt, non-slip shoes, nametag, pen (men must be cleanly shaved, women with long hair should have it pulled back into a pony tail/bun)
Know the CFA corporate purpose statement
Know and do the “Core Four”:
Make Eye Contact with the Guest
Smile Genuinely at the Guest
Speak Enthusiastically to the Guest
Stay Connected with the Guest
Understand our strategy to create “Raving Fans”
Serve Craveable Food
Be Attentive and Courteous to Guests
Be Surprisingly Fast
Keep a Refreshingly Clean Restaurant
Order Accuracy – 100% every time
2nd Mile Service
Emotional Connections Marketing (The Cowz…)
Keep a “sense of urgency” and a “pep in your step” when it comes to serving our Guests
When things slow down, know what you should be doing next – if you’re not sure, ask the shift manager
Giving up a scheduled shift will be rare
If you committed to a certain availability in the interview, we expect you to hold to that
You will be trained in the “Chick-fil-A” way, strive to hold to that standard
-Team Members who have proven themselves to be exemplary with regard to Operation Excellence, Brand Standards, and Store Culture.
Guest satisfaction and guest retention is contingent on the performance of our Team Members.
All of the above Roles/Responsibilities
Being the example for their team
Embodying excellence in all that they do
Making sure every guest feels like they are the only person there
Making sure they are a continuing to be a team player and working to better the team each and every day
FOH- Guests, Tables & Chairs, Floors & RR’s, Glass & Fixtures, Stocking
BOH- Screens (no blue), Wiping down surfaces, Sweep your area, Stock your area,Extra Cleaning list
-The backbone of operational excellence.
Keeps up to date with all operational procedures to ensure proper training and accountability are being upheld.
Roles/Responsibilities-Serve Guests, Handle Food Safely, Training, Coaching,Tracking Progress
-Serving Guests, Train New Team Members, Coach Existing Team Members, Maintain Training Trackers
-The “tool-pusher” of our operations. Assistant Directors are trainers, shepherds, standard-bearers, coaches, and encouragers for Team Members.
Roles/Responsibilities- Plan shifts & control labor, Coach Team Members, Push the Weekly Plan, Guarantee guest experience standards, Guarantee policy/procedure compliance
Priorities- Flow of food (no blue),
Break away from operations to: Observe and engage Team Members, Observe and address cleanliness and stocking needs
Director on Duty- A “floating” role (vs. fixed) assigned to planning and executing the shift, making adjustments to personnel to keep all lines moving and screens out of the blue. They are responsible for on-shift checklists.
Team Support- A “floating” role normally assigned to a flex upstream or 4th register position who works to make Team Members feel excellent at their jobs and cared for by leadership. They handle money, observe, coach and affirm Team Members.
-Administrative-minded leader responsible for a specific domain of the business:
Roles/Responsibilities- Communicate and Push the weekly plan, Coach & Mentor Assistant Directors, Hold Assistant Directors accountable
Priorities- Coach Assistant Directors toward great, driven shifts, Push execution of the weekly plan, Validate all systems in place (jolt checklists, google forms, etc)