Team Lead

Team Leader

The Team Leader is responsible for ensuring each customer's experience meets or exceeds expectations. Supervises the performance of entrusted Team Members and leads them to perform all tasks according to stands. Undertakes the duties and tasks assigned to the Team Members as and when required to ensure that a high level of customer service is maintained. The Team Leader serves to assist Whataburger in satisfying its primary goal, customer satisfaction.

To continue the path for career success at Whataburger, the Team Leader will participate in a skills development program and will be required to achieve certification in specific stations associated with the position.

Benefits:

• Competitive weekly pay
• Referral bonus program
• Schedule flexibility
• Development and career growth opportunities
• Tuition reimbursement program
• Discounted meals
• Service awards
• Scholarship program
• Whataburger family foundation (hardship grant assistance)
• Chaplain service
• Paid vacations

Responsibilities:

Leadership and communication:

• Protects and promotes the Whataburger brand at all times.
• Notifies a member of the management team with sufficient lead time when unable to report to work as scheduled.
• Attends all meetings and training sessions as required by management.
• Communicates problems outside a Team Leader's span of control to the manager on duty as soon as possible.
• Strives to continually enhance personal leadership style and improve personal performance.

People:

• Demonstrates 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.