Careers At Chick-fil-A Killeen
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PM Front Counter Supervisor

Department: Front Counter
Location: Killeen, TX

PM Front Counter Supervisor - Job Description

Leadership Overview:

As a leader at Chick-fil-A Killeen, your primary focus is the commitment to excellence in all that we do. This is accomplished through positively influencing guests and Team Members; maintaining a high level of relational equity; effective organization and communication skills; pursuing consistent professional and personal growth; seeing the big picture and overcoming obstacles in our pursuit of excellence.

Role Specific Competency Standards:

  • Support the Guest Sevices Director by:
    • Consistently maintains transaction counts and corresponding sales goals
    • Facilitates growth of dine in, mobile order, and check average
    • Applies LEAN principles to Front Counter
  • Consistently delivers:
    • Front Counter Accuracy > 98%
    • Speed of Service > 80%
    • Attentive & Courteous Employees > 80%
    • 2Mile Service > 80%
    • Cleanliness of Dining Room / Interior / Restroom: >80%
    • Playroom checked every 15 minutes and spot cleaned hourly
    • Through growth and increased operational excellence, Growth of Mobile Order Curbside and Carry Out by 10% daily
  • Visual Data – Assists the Guest Services Director in collecting and displaying data for scorecards and reviewing it with assigned team members. 
  • Daily commitment to the Chick-fil-A Mission Statement
  • Daily executes the “Create Ravings Fan” strategy
    • Executes Operational Excellence
    • Delivers 2nd Mile Service
    • Creates Emotional Connections Marketing
  • Maintains a consistent, positive attitude -  sets the example
  • Operates in all functions with a sense of urgency
  • Receives coaching from other leaders well - is teachable and open to feedback
  • Is servant hearted - displays grace and service to both Team Members and guests
  • Counting Drawers
  • Running Breaks
  • Assigns and follows up on work assignments to ensure cleanliness and operational efficiency throughout the shift
  • Coordinating workflow to ensure projects are completed in a timely manner
  • Assists in execution of RQA’s and SAFE Daily Critical
  • Ensure signage is correct and in good condition and coordinate replacement w/ Sales & Brand Growth
  • Coordinates with Guest Services Director concerning any repairs or replacements
  • Work primarily during assigned PM Day Part (2-10).


General Competency Standards:

  • Maintains clean uniforms in good condition and upholds good personal hygiene
  • Takes initiative to learn new tasks and positions
  • Is consistently on time and prepared to work each shift as scheduled
  • Effective and timely communicates with team members and leadership team
  • Knows the role and what is expected of themselves
  • Takes initiative in completing other tasks in a timely manner
  • Thorough knowledge of the Chick-fil-A menu and product offerings
  • Knowledge of and adherence to the policies set forth in the Chick-fil-A Team Member Policy
  • Anticipates the needs of our guests and Team Members, and meets them proactively
  • Sees the big picture of our restaurant, and is not tied down to specific role; thinks outside the box
  • Utilizes available checklists and workflow to accomplish daily tasks
  • Refine supervisor layout for specific shift requirements and execute supervisors plan
  • Open / Close Shifts
  • Other duties as required
  • ServSafe is encouraged, but not required

Typical Spheres of Influence:

  • Mobile Order Responsible for fulfillment of Mobile Orders
    • Ensures mobile orders are top priority and filled expeditiously
    • Ensure order accuracy >98%
    • Ensure Team Member health and safety through:
      • Hot / cold beverage consumption
      • Rotation plan implementation
      • Proper safety gear is worn at all times
      • Inclement weather / uniform items during appropriate weather events
    • Assists with bagging / stuffing as needed
    • Ensures all mobile, drive thru, and front counter frosted, and ice dream beverages are properly made and portioned and available.  Note: that is the order of priority.
    • Coordinates for assistance as needed
  • Front Counter:
    • Stays in a position on front counter to best influence dining room and front counter operations
    • Wears a headset / walkie talkie at all times while on duty
    • Ensures ACE >80%
    • Ensures front counter cleanliness and organization at all times
    • Ensures dining room checks conducted every 15 minutes
    • Ensures restroom checks conducted every 15 minutes
    • Ensures playroom checks conducted every 15 minutes
    • Ensures all trash cans are emptied in a timely manner and checked every 15 minutes
    • Ensures all condiment bars are properly stocked and checked every 15 minutes
    • Ensures no lines of more than 3 separate guests occur at any time.  If they do, all available register people are back on register within 30 seconds
    • Ensure all additional duty assignments are done throughout the shift in order to ensure limited overtime / hours overages at the end of shift
    • See and address cleaning and maintenance issues is assigned areas
  • Hospitality: When staffed with a hospitality team leader, the hospitality team leader will be responsible for all dining room, restroom, and play area checks.  Front counter will retain condiment bars and trash
    • ACE > 80%
    • 2MS > 80%
    • Cleanliness > 80%
    • Ensures dining room checks conducted every 15 minutes
    • Ensures restroom checks conducted every 15 minutes
    • Ensures playroom checks conducted every 15 minutes
    • Provide tableside dining for all high need’s guests:
      • Parents with small children
      • Elderly
      • Those with movement impairments


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