Team Member

(Operational Role)

Team Members are a vital part of the Guest Experience and Production Environment teams at Chick-fil-A at Paddock Mall. A Team Member’s priority is to care for the Ocala community thru crave-able food and remarkable experiences.

Key Roles:

• Implementer of the Vision, Mission, and Strategy as stated by Operator

• Protector of the CFA Brand

• Care for the Customer

• Care for the Team

• Care for the Community

Core Competencies:

• Initiative

• Sense of Urgency

• Communication

• Relatable

• Coachable

• Decision Making

• Situational Awareness

• Judgement

General Responsibilities:

• Models and creates a culture of honor, dignity and respect with all peers and guests

• Models and communicates Chick-fil-A at Paddock Mall’s mission, vision and values:

• Mission: To create memorable experiences.
• Vision: Caring for the Ocala community thru crave-able food and remarkable experiences.
  • Creative Ingenuity
  • Alignment Synergizes
  • Relationships Matter
  • Excellence Produces
• Values:
  • Customers First: We daily view the business through the eyes of our guests, and we seek to proactively serve our guests with amazing food and unparalleled hospitality.
  • Growth Mindset: We are committed to continually improving ourselves, each other and our restaurant every time we come to work.
  • Excellence in All Things: We believe that anything worth doing should be done with excellence.
  • Hustle: We believe that clarity plus urgency equals unparalleled productivity.
  • Servant Leadership: We lead through intentionally serving each other and our guests.

• Work your scheduled shifts and arrive on time every shift

• Arrive for your shift in full uniform: shirt, pants, belt, hat, black socks, Shoes for Crews shoes, nametag

• Know and abide by the Employee Handbook’s guide for grooming

• When things slow down, know what you should be doing next – if you’re not sure, ask the shift manager

• 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

• Be willing to ask questions when you need help or are not sure what to do

• Uses CORE 4 Hospitality:
  • Create eye contact
  • Share a smile
  • Speak enthusiastically
  • Stay connected to make it personal

• Practices 2nd Mile Service:
  • Performing table touch-ins
  • Assisting guests with large orders to their cars
  • Delivering meals to tables for high needs guests

• Communicates consistently and positively with all peers and guests

• Demonstrates positive and open communication with leadership and team members consistently

• Demonstrates a desire to learn and grow personally and professionally

• Maintains a safe work environment by always cleaning spills, picking up items off floor, etc.

• Prioritizes food safety

• On arrival for your shift, check the set-up for your assigned position

• Stay focused on your assigned position and relevant duties, and strive to learn that position to the best of your ability

• Although you may have a favorite, be willing to learn and serve in any position

• Keep a “sense of urgency” while working but never make a guest feel rushed

• Stocks various items as directed by leadership

• Cleans and organizes areas as directed by leadership

• Solves problems on an ongoing basis and seeks assistance from leadership as needed

• Receives direction from leadership with honor, dignity and respect

Key Metrics (How will we know we are doing well?)

• Sales growth

• Transaction growth

• Speed of service

• Order accuracy

• SAFE daily critical

• eRQA scores

• SAFE visits (Steritech)

• Quality Improvement Visit (Deloitte)

• Cares reports

• Food Cost Report

• Customer Experience Monitor scores

• Team Member turnover rate

• Leader Development