A Day in the Life of a Team Lead

The Team Lead is an essential member of the Drive Thru. They oversee team members to ensure great customer service, using HEART and by making sure food is prepared safely and accurately and are experts in the Amy’s Food Safety and Quality Policy. The Team Lead is also responsible for managing team member shifts, breaks, training, and in the moment coaching. As leaders in customer satisfaction, they ensure that each guest has the best possible experience and use ADT’s WARM recovery to problem solve any customer issues. Team Leads support the AGM and GM in areas that impact the overall health of the business such as inventory controls, ordering and receiving shipments, placing orders, and monitoring labor costs. The Team Lead will have regular One to Ones with the RM, AGM and/or GM to improve leadership competencies. Team Leads are responsible for cash handling including banking, change orders and reconciling cash drawers. They oversee opening and closing shifts to be sure that the restaurant is set up for a successful day and make sure the store is securely closed meeting ADT Close to Open standards.

A Team Lead has effective communication skills, has coaching experience and is open to feedback. They contribute to the results of team endeavors, strive to achieve goals, and build competencies in others. They are humble, direct, and courageous with sharing insights and ideas. Team Leads take the initiative to address safety concerns for their team and their guests. They reflect on opportunities and celebrate personal team wins as well as act as change agents while maintaining ADT food quality standards.

ESSENTIAL DUTIES AND RESPONSIBILITIES.

Brand Ambassador - Working within the Drive Thru Management team, the Team Lead ensures that a high-level guest service experience is paramount, upholding Amy’s values and purpose that deliver total guest (internal and external customer) satisfaction and happiness.

· Deliver and model great customer service to each Amy’s Drive Thru guest and use HEART and WARM recovery to rebuild trust with guest concerns, ensuring that all guests have a positive experience.

· Actively seek and share information to create an open environment that encourages communication, provide training and coaching.

· Participate in local store marketing events and networking

· Collaborate with the store Trainers to train new hires and develop stronger skills in current Team Members

· Lead through ADT core values of taking care of each other, invest in getting it right, rise to the challenge and be your true self.

Employee Journey: The Team Lead is an example of a highly proficient and fully functioning Team Member who has mastered each level within the DT. A Team Lead is motivated to support the customer and staff to ensure that all areas meet the ADT service and quality expectations as well as support the RM/AGM/GM in running smooth and successful shifts.

· Participate in ongoing training and development and are open to feedback.

· Provide feedback to management team on Team Members and Trainers performance.

· Maintain punctual and consistent attendance per the Company’s Time & Attendance Policy and hold others accountable to do so.

· Comply with and enforce Amy’s Drive Thru Uniform and Grooming guidelines with all team members and hold others accountable to do so.

· Identify gaps in service or procedures and take action to train, coach, delegate and lead team members and trainers on safety, sustainability, and customer service

Business Acumen: Support the RM/AGM/GM oncompany initiatives to the team to make meaningful progress on goals.Identify opportunities in KPIs (Key Performance Indicators) and make measurable progress towards improvement.

· Manage shifts to ensure proper staffing and team member breaks resulting with zero meal and break premiums with strong deployment planning: Aces in Places

· Promote and coaches suggestive selling for drive-thru and dining-in customers to increase sales

· Drive speed of service goals with 100% order accuracy

· Problem solve through schedule disruptions to make sure that the store is fully staffed to support service and sales goals

· Use ADT systems and programs daily to support strong shift execution

Health and Safety Support a Safety-First culture, upholding all components of the Amy’s Food Safety and Quality Policy, including all food safety and programs. Strives to improve overall knowledge and practice of health and safety directives.

· Understand the importance of food allergens and the impacts to guests and verify that ADT Health and Safety standards are always upheld. It is the responsibility of all employees to uphold the mission of the Amy’s Food Safety and Quality Policy. This includes following all Food Safety and Sustainability programs and participating in all required training.

· Manage food safety which includes proper handwashing and glove changes, proper food handling to prevent cross contact, sanitation standards, and enforces the daily check list and timely execution of line checks.

· Maintain a clean and organized work area and follow processes to ensure all equipment is clean and functions properly.

· Responsible for maintaining a clean, well-stocked, and inviting dining area, patio, and parking lot. Verify restrooms are clean, stocked, and maintained.

· Timely report and accurately document health and safety hazards and injuries for customers and employees

LEADERSHIP COMPETENCIES

· Communication: Delivers multi-mode (verbal & written) communications that convey a very clear understanding of the unique needs of different audiences by actively listening and seeking information. Take ownership and accountability for ensuring the team and customers have current and accurate information needed that result in overall satisfaction.

· Accountability: holds others and self-accountable to commitments, goals and objectives

· Adapt & Evolve: embrace the changing dynamic and requirements of a growing quick service business. Modify and grow behaviors and skills to maneuver through change while facing ambiguity with positivity.

· Problem Solving: Ability to identify problems, solve them, act decisively, and show good judgment that aligns with Amy's values. Isolate causes fromsymptoms, and compile information and alternatives to eliminate problems or issues.

· Initiative: Taking advantage of the opportunities in front of you. Willingness to challenge the status quo with confidence. Identify a need, take responsibility, and act on it. Leading with courage to make things happen

· Team Centric: People work for people. The key factor in hitting business objectives is building great relationships with the team to drive results through training, coaching, development, and accountability.

· Drive Results: Motivated to achieve successful outcomes by understanding business objectives and how to influence people to realize goals

SUPERVISORY RESPONSIBILITIES:

This position supervises team members during assigned shifts.

EDUCATION.

High School diploma or General Education Degree (GED).

EXPERIENCE.

Three to six months related experience and/or training.

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees.

MATHEMATICAL SKILLS.

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions,

percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

REASONING ABILITY.

Ability to apply common sense understanding to carry out instructions in written, oral, or diagram form. Ability to deal with problems involving several concrete variables.

CERTIFICATES, LICENSES, REGISTRATIONS

Food Handler Card

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand, walk and talk or hear. The employee is occasionally required to reach with hands and arms; and stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate

Job Types: Full-time, Part-time

Pay: $19.00 - $23.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Paid time off

Experience level:

• 1 year

Shift:

• Day shift
• Evening shift
• Morning shift
• Night shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Work Location: In person