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Team Lead

2 months ago

Rowlett, Texas, United States Whataburger of Mesquite, Inc. Full time

Job Summary:

The Team Lead is a key member of the Whataburger of Mesquite, Inc. team, responsible for ensuring exceptional customer experiences and leading a team of Team Members to achieve this goal. This role requires strong leadership, communication, and problem-solving skills, as well as the ability to work in a fast-paced environment.

Key Responsibilities:

  • Leadership and Communication:
    • Protect and promote the Whataburger brand at all times.
    • Notify a member of the management team with sufficient lead time when unable to report to work as scheduled.
    • Attend all meetings and training sessions as required by management.
    • Communicate problems outside a Team Leader's span of control to the Manager on duty as soon as possible.
    • Strive to continually enhance personal leadership style and improve personal performance.
  • People:
    • Demonstrate Whataburger's Family Value Proposition, Pride, Care, and Love.
    • Continues to learn and improve job skills as directed through performance appraisals.
    • Enforces company standards consistently demonstrating fairness in all situations through the Team Member Guidelines.
    • Maintains professional relationships with other Whataburger Family Members.
    • Uses on-the-spot training to improve performance by providing positive feedback and encouraging Family Members to ask questions.
    • Informs the Manager of critical training opportunities with individual Team Members.
    • Evaluates the performance of Team Members, and identifies training opportunities prior to issuing assignments for upcoming shifts.
    • Assists, supervises, and conducts Team Members training as always directed and reinforces company policy.
    • Corrects the cause for employee performance opportunities by examining/identifying the facts before prescribing a course of action.
    • Provides positive critical performance feedback in a sportive manner.
    • Stands out as a role model for others through daily interactions and leadership example, acts as a resource for other Team Members.
  • System:
    • Assists the restaurant management by performing critical administrative tasks such as cash reporting, inventory audits, preparing deposits, closeouts, payroll adjustments, etc.
    • Performs any operational task upon request. Sets the example by performing as a role model whenever working, whether on duty as a Team Leader or filling a shift position.
    • Ensures all products are prepared according to quality standards, as ordered and delivered to the customer within Whataburger service time standards with a no excuses mentality.
    • Ensures the Drive-Thru production flow keeps pace with traffic by remaining alert and following up at regular intervals.
    • Ensures the physical appearance of self, employees, property, dining area, restrooms, outer and food production areas continuously meet standards.
    • Promotes excellence in customer relations to the rest of the team.
    • Communicates directions clearly and follows up to ensure specific actions are carried out as intended.
    • Ensures all actions are carried out according to policy and procedure, treating exceptions as training opportunities.
    • Ensures all Team Members report for work, clock in and out as scheduled.
    • Ensures all safety policies and procedures are maintained to provide a safe environment for customers.
    • Ensures all Team Members perform safely, applying the necessary precautions and safety equipment in all situations, such as leaks, wet floors, equipment cleaning and maintenance etc.
    • Completes shift reports to communicate key events to the Manager and other team leaders.
    • Accurately records the food inventory prior to and at the close of each shift, as directed.
    • Ensures all equipment operates safely, at the proper temperatures and within the Company's guidelines.
    • Maintains knowledge of and follows all emergency procedures. Handles emergencies in a controlled, exact manner to avoid confusion and further crisis.
    • Assumes additional responsibilities as assigned.
  • Customer:
    • Ensures all customers are satisfied and receive their product(s), as ordered within Whataburger service time standards.
    • Maintains the appearance of the restaurant to ensure customers have a positive image of Whataburger and its Team Members.
    • Changes out POP when necessary.
    • Answers the phone in a courteous, articulate manner, according to Whataburger procedure.
    • Handles any customer complaints and ensures satisfaction in accordance with company policy.
  • Finance:
    • Demonstrates fiscal responsibility with all Company assets.
    • Follows company cash handling policies.
    • Monitors all cash handling and sales terminal operations to ensure accuracy.
    • Monitors cash handling and inventory controls through regular follow up and observation.
    • Prepares cash deposits and manages the change fund accurately.
    • Audits registers and records discrepancies.
    • Controls labor and food expense in relation to sales and takes appropriate action to ensure the highest possible productivity is achieved during assigned shifts.
    • Controls food costs by ensuring proper portioning.
    • Assists with preparing, reviewing and making bank deposits.
  • Physical Requirements:
    • Must be able to lift up to 50 lbs.
    • Must have the ability to stand during entire shift.
    • Ability to reach, bend, stoop, lift, shake, stir, pour, carry and push.
    • Ability to read (Orders on tickets, Menu Board, receipts, etc.)
    • Frequent contact/immersion of hands in water, cleaning and sanitation solutions, meat products, poultry products, seafood and produce items.
    • Frequent washing of hands.

Key Performance Indicators:

  • Effectively serves as a team player in supporting the goals of the organization.
  • Responsible for the completion of well-defined tasks or projects set by management.
  • Promotes teamwork among all team members.
  • Accepts professional, timely criticism in a mature, positive fashion as intended, for personal development.
  • Demonstrates and promotes a can do attitude when addressing customer requests, concerns, and complaints to assure customer satisfaction is achieved at all times.
  • Demonstrates a willingness to listen to employees, emphasizing the appropriate chain of communication in problem situations.
  • Displays a commitment to the restaurant's success and performs an appropriate share of the work.