Shift Manager

Job Title:
Shift Manager

The Shift Manager is a front-line leader responsible for ensuring our restaurant runs smoothly, our team is supported, and every Guest leaves having experienced genuine hospitality. This is a role for someone who is observant, proactive, and motivated to develop both themselves and the people around them. You will supervise daily operations across the Front Counter, Drive-Thru, and/or Kitchen — setting the tone for your team at every turn.

Shift Managers set the pace and culture for each shift. You will be expected to:

• Onboard Team Members at the start of each shift — assigning roles, communicating expectations, and sharing any shift-specific updates
• Praise Team Members publicly and coach them privately, consistently and with care
• Maintain awareness of the full shift — staff, equipment, stock, and Guest experience — at all times
• Lead handoffs between leadership by communicating all relevant details: positions assigned, breaks outstanding, equipment issues, and any special circumstances
• Model the standards you hold others to, including pace of work, attitude, and attention to Guests

You will make real-time decisions that keep the restaurant running efficiently and positioned for what's next.

STAFFING

• Assess staffing needs every 15 minutes — matching labor to business levels
• Fill positions strategically based on current demand and anticipated rushes
• Run breaks without sacrificing Guest experience, staggering as needed
• Communicate scheduling changes to the appropriate Director

CHECKLISTS & TASKS

• Verify opening, closing, and cleaning checklists are completed — not just checked off
• Keep a running list of tasks to deploy during slow periods
• Position the restaurant for the next daypart — not just the current one
• Identify and report missing or outdated checklist items to a Director

Every interaction matters. Shift Managers protect and elevate the Guest experience throughout the shift.

• Exemplify the Core Four: eye contact, a genuine smile, a friendly tone, and "My pleasure"
• Address Guest concerns using the HEARD model — and follow up with the appropriate team member or Director when a process needs correction
• Ensure the dining room, front counter, and parking lot meet cleanliness standards at all times
• Handle catering inquiries accurately — obtaining all necessary information and communicating with kitchen leadership before committing to an order
• Answer phones professionally, take messages when needed, and elevate issues appropriately

Clear, timely communication is one of the most valuable things a Shift Manager can do. You will be expected to:

• Report maintenance issues, low stock, and quality concerns to the appropriate Director — even if you believe it may have already been reported
• Use Connecteam for business-related communication, ensuring messages go to the right group or individual
• Communicate borrowing and loaning of product with other locations, following established protocols and documenting transfers
• Flag staffing pattern issues to the scheduler when they reflect a consistent need — not just a one-time situation

WHAT WE'RE LOOKING FOR

You don't need prior management experience — but you do need the right mindset.

STRENGTHS

• Strong situational awareness — you notice what others miss
• Calm and decisive under pressure
• Genuine care for the people you work alongside
• Consistent follow-through on tasks and expectations

APPROACH

• You lead by example, not just by instruction
• You communicate proactively — not reactively
• You think ahead to the next rush, not just the current moment
• You're always looking for ways to improve the team and the operation

Working at a Chick-fil-A® restaurant is more than a job – it’s an opportunity for teamwork and leadership development in a positive, people-focused environment. Most Chick-fil-A restaurants are locally owned and operated by independent, franchised Operators who invest in the future of their Team Members and give back to their communities.