Assistant Manager

Our Why

Vision: To build a Great and Caring Company

Mission: To deliver the Ultimate Guest Experience by serving quality food, consistently, in a clean and safe environment, by people who care and who are willing to go the Second Mile to make a difference.

Purpose: To make a difference in the communities in which we live and serve.

Our Core Values — PRIDE

Our values define how we expect one another to show up every day.

P — Take Pride in Your Work

We care about the details. We take ownership of our shift, our appearance, our performance, and the experience we create.

R — Be Resourceful

We solve problems. We think critically, take initiative, and find a way forward rather than waiting for someone else to solve the problem.

I — Serve with Integrity

We do what is right, even when no one is watching. We are honest, trustworthy, and consistent in our decisions.

D — Be Dependable

We do what we say we will do. Our team, our guests, and our leaders can count on us.

E — Do Everything with Excellence

We pursue a high standard in everything we do. Excellence is not perfection – it is consistently giving our best and continually getting better.

Role Purpose

The Assistant Manager is responsible for leading the team, executing operational standards, creating an exceptional guest experience, and supporting the Restaurant Manager in the successful operation of the restaurant. The Assistant Manager is a leader on the floor, not simply a senior team member. They are expected to set the tone, maintain the standard, make decisions, solve problems, and communicate effectively.

The Assistant Manager's role is to:

Execute the plan.

Own the shift.

Develop people.

Protect the standard.

Prepare for greater leadership.

Assistant Managers should continually grow their ability to move from doing the work to leading the work.

The Assistant Manager Leadership Model — SERVE

Our Assistant Managers lead through five consistent behaviors:

S — Scan the Business

Know what is happening around you.

• Review shift priorities before taking leadership of the floor.
• Observe guest flow and operational conditions.
• Monitor team member readiness and talent deployment.
• Identify operational problems and opportunities.
• Monitor speed of service, car counts, productivity, and guest experience.
• Conduct restaurant and facility observations throughout the shift.
• Communicate issues that require Restaurant Manager attention.

Assistant Manager Question: What is happening right now, and what does my team need from me?

E — Execute Operations

Lead the plan and maintain the standard.

• Complete effective shift setup.
• Assist with talent deployment and station assignments.
• Clock team members in and out.
• Run team member breaks.
• Monitor productivity.
• Maintain operational flow.
• Monitor speed of service and car counts.
• Maintain cleanliness and safety standards.
• Enforce uniform and appearance standards.
• Monitor food quality and operational standards.
• Make appropriate real-time adjustments.
• Ensure team members understand and follow expectations.
• Support the Restaurant Manager in achieving business goals.

Assistant Manager Question: Is my team executing the standard right now?

R — Report the Shift

Communicate what you see and what you do.

• Record transfers.
• Record warmer in/out.
• Record car counts.
• Maintain appropriate shift documentation.
• Communicate guest concerns.
• Communicate team member concerns.
• Communicate facility and equipment issues.
• Communicate operational opportunities.
• Provide an effective verbal transition to the next leader.
• Ensure significant issues are escalated appropriately.

Assistant Manager Question: What does the next leader need to know?

V — Value the Team

Lead people with care and accountability.

• Lead by example.
• Demonstrate a positive attitude and strong work ethic.
• Coach team members in the moment.
• Recognize team members for positive behaviors.
• Encourage and support team members.
• Hold team members accountable to established expectations.
• Help new team members learn restaurant standards.
• Build trust with team members.
• Develop leadership relationships with team members.
• Use the restaurant's recognition program to reinforce desired behaviors.
• Treat every team member with dignity and respect.

Assistant Manager Question: Are the people I lead better because of how I lead them?

E — Elevate the Experience

Go the Second Mile.

• Provide genuine hospitality.
• Model Chick-fil-A service standards.
• Ensure guests receive quality food consistently.
• Maintain a clean and safe environment.
• Respond to guest concerns with urgency and care.
• Empower team members to serve guests well.
• Look for opportunities to exceed guest expectations.
• Help create memorable experiences.
• Pursue continuous improvement.

Assistant Manager Question: What can I do right now to make this experience better?

Core Areas of Accountability

Shift Operations

The Assistant Manager is responsible for executing the operational plan during assigned shifts.

Responsibilities include:

• Complete Shift Setup.
• Assist with talent deployment.
• Clock team members in and out.
• Run breaks.
• Monitor productivity.
• Monitor operational flow.
• Maintain restaurant standards.
• Enforce uniform standards.
• Support food quality and safety.
• Support cleanliness standards.
• Respond to operational challenges.
• Communicate needs to the Restaurant Manager.

Cash Management

Assistant Managers are responsible for accurate cash handling within their assigned authority.

Responsibilities include:

• Manage assigned drawers/tills.
• Verify large bills.
• Approve discounts within established guidelines.
• Cancel transactions within established guidelines.
• Support drawer accountability.
• Follow cash handling procedures.
• Identify and communicate cash discrepancies.
• Record required cash transfers.
• Protect the financial integrity of the restaurant.

Shift Documentation

Assistant Managers are responsible for accurately documenting the activity they oversee.

Responsibilities include:

• Record transfers.
• Record warmer in/out.
• Record car counts.
• Complete required shift documentation.
• Communicate important shift information.
• Provide accurate information during leadership transitions.

Key Performance Indicators

Assistant Managers are expected to understand and influence the operational measures they directly impact.

Operations

• Productivity
• Speed of Service
• Car Counts

Guest Experience

• CEM
• Smart Shops
• CARES calls and guest feedback

Financial Controls

• Cash Shortage
• Accurate cash handling

Assistant Managers should not simply know the numbers. They should begin to understand the relationship between their leadership decisions and those numbers.

Daily Leadership Rhythm

Opening Assistant Manager

Check

• Complete assigned opening responsibilities.
• Review Shift Operations.
• Ensure the team and restaurant are prepared for service.

Execute

• Lead Shift Operations.
• Steward Cash Management.
• Maintain restaurant’s high level of quality, cleanliness, and consistency.

Report

• Conduct Shift Documentation
• Communicate priorities and opportunities to Restaurant Manager

Transition

The outgoing and incoming Assistant Managers participates in an intentional business transition.

The transition should include:

• Current business conditions
• Guest experience
• Team member needs
• Productivity
• Speed of Service
• Car Counts
• Cash
• Facility/equipment concerns
• Operational opportunities
• Outstanding tasks
• Priorities for the next shift

Closing Assistant Manager

Check

• Review Shift Operations
• Identify unfinished tasks.

Execute

• Lead Shift Operations through the close.
• Ensure the restaurant is reset for the next shift.

Report

• Complete Shift Documentation.
• Ensure the Restaurant Manager understands the current state of the business.

Close

• Complete assigned closing responsibilities.
• Ensure cash, facility, cleanliness, equipment, and security procedures are complete.

What Great Assistant Managers Do

A great Assistant Manager:

Takes PRIDE in the work. They care about the details and take ownership of their shift.

Is RESOURCEFUL. They see problems and look for solutions.

Leads with INTEGRITY. They make decisions they can be proud of, even when no one is watching.

Is DEPENDABLE. Their team and leaders can count on them.

Pursues EXCELLENCE. They hold themselves and their team to a high standard.

They SERVE their restaurant by:

Scanning the Business.

Executing Operations.

Reporting the Shift.

Valuing the Team.

Elevating the Experience.

Ultimately, the Assistant Manager's job is not simply to help run a shift. It is to become the kind of leader who can one day run the business—and to make a difference in the lives of the people they lead along the way.

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.