A Leadership Development Framework
TheChick-fil-AStory
The founder of Chick-fil-A, Truett Cathy, made the decision to close on Sundays in 1946 when he opened his first restaurant in Hapeville, Georgia. Having worked seven days a week in restaurants open 24 hours, Truett saw the importance of closing on Sundays so that he and his employees could set aside one day to rest and worship if they choose - a practice we uphold today.Serving a breaded, boneless chicken breast between two buttered buns is a seemingly simple idea - but it was a novelty for its time. Truett Cathy experimented for years at the Dwarf Grill in Hapeville, GA when in 1964, he finally arrived at the perfect recipe. On that day, the Chick-fil-A Chicken Sandwich was born. That capital A is on purpose - it means "grade A top quality". Our Chick-fil-A restaurants at Moore Road and Sugarloaf/Satellite (the 1991 Group) we continue that legacy of Truett Cathy in building and guarding the brand we know of as Chick-fil-A. We work hard to serve crave-able food, surprisingly fast, in a refreshingly clean/safe environment with hospitality that goes the 2nd Mile.
1991GroupandOurOwner/Operator,BradWilliams
The 1991 Group was started in January of 1991 when I, Brad Williams, first became an Operator. For over 31 years our restaurant's commitment has always been to build the business, guard the brand and to take care of our people. We know that our real secret ingredient is our people. We take great pride in selecting ambassadors of Chick-fil-A that will carry that baton of being the most caring company in our community. Our team is carefully selected and trained in the way that they see past a transaction, but consider each customer a relationship to build upon. Freud stated all of our choices are made to increase pleasure, but Viktol Frankl rebutted with, "We seek out or are drawn to purpose, because when people don't find their purpose, they seek out comfort.”
It has been Our Pleasure to serve our community in a way that earns their trust every day, all day. We believe that the environment we create for our team affects the environment our team creates for our guests. We place a high value for intentional care and exceptional guest experience. We will continue to do the common things in an uncommon way to set us apart from any other business in our community.
Ladder of Leadership
Courtesy: John Maxwell’s Five Levels of Leadership
Level 5: Pinnacle Respect
People follow you because of who you are and what you represent
Level 4: People Development
Reproduction
People follow you because of what you have done for them
Level 3: Production
Results
People follow you because of what you do for the organization
Level 2: Permission Relationships
People follow you because they want to
Level 1: Position Rights
People follow you because they have to
Ladder of Leadership
Courtesy: John Maxwell’s Five Levels of Leadership
The "Ladder of Leadership" is a concept popularized by John Maxwell, a leadership expert and author. This ladder represents a hierarchy of levels that individuals progress through as they develop their leadership abilities. Here's a breakdown of the ladder:
1. Position (Team Members and Team Leaders)
At the lowest rung of the ladder is leadership by position. This level is characterized by authority given to someone by virtue of their title or position within an organization. People follow because they have to, not necessarily because they want to.
2. Permission (Area Leaders and Assistant Directors)
Moving up, leaders begin to influence beyond their title by building relationships and trust with their team members. This level is about relational leadership where people follow because they trust and respect the leader.
3. Production (Directors)
Leaders who reach this level are effective at achieving results. They focus on delivering outcomes and making significant contributions to the organization's goals. Followers are motivated because they see the leader's ability to get things done.
4. People Development (Senior Directors)
This level is about reproducing other leaders. Leaders here invest in developing the potential of their team members, helping them grow and succeed. Followers are inspired because the leader not only achieves results but also helps others reach their full potential.
5. Pinnacle (Executive Directors)
At the top of the ladder is pinnacle leadership, where leaders have a lasting impact and create a legacy. They are highly respected and influential, often beyond their immediate circle or organization. Followers are committed because they are inspired by the leader's vision and character.
Each level builds upon the previous one, with leaders progressing from focusing on their own authority to impacting others' lives and the broader community. Maxwell's ladder emphasizes that effective leadership involves continual growth and development, moving beyond merely holding a title to making a significant and lasting difference in the lives of others.
Organizational Structure
Executive Director
Senior Director
Executive Directors help design, develop, and implement systems within the business that help steward the business, care for our people, and serve our Guests.
Senior Directors execute the operations of the restaurant and uphold strong food safety and service standards.
Director
Assistant Director
Directors are responsible for leading people in executing systems that increase the operational performance of our restaurants in a specific area of the business.
Assistant Directors are responsible for aiding their respective Director in the execution of systems and goals for specific areas of the business.
Area Leader
Area Leaders are responsible for leading shifts at the restaurant. Their responsibilities are to provide direction to Team Members and uphold operational standards.
Team Leader
Team Leaders are excellent positional Team Members that are knowledgable in proper Chick-fil-A protocols and procedures and train new Team Members.
Team Member
Team Members are important parts of the team that have graduated from the training process and contribute to the store by working hard and caring for our Guests.
Five Critical Success Factors
The Critical Success Factors are the five factors Operators have determined as foundational to building the Chick-fil-A business over time.
Leadership
The leadership of Operators is Chick-fil-A's competitive advantage. Leadership encompasses the indispensable roles the Operator and the leaders they bring around them play in the business. This includes setting a vision, creating a healthy culture, building structure, as well as having the capacity to execute on these areas across the Restaurant.
Talent
Attracting, retaining and developing the right talent who will help the Restaurant thrive is critical.
Customer Experience
This factor focuses on consistent execution in the Restaurant-level Customer care strategy by delivering a Clean & Safe Environment, Great Food, Fast & Accurate Service and Genuine Hospitality to win the hearts of Customers.
Sales and Brand Growth
Strategic local and market-level marketing efforts maintain momentum for the brand and the business.
Financial Stewardship
Operators need to take care of their financial resources through wise investment and appropriate risk.
The Application stage is the first part of the Selection Process. This section is split into two parts –your application and your recommendations. You must receive a written recommendation from another Leader at the level of Leadership you are pursuing. You will receive a response within four (4) business days. To apply for a Leadership position, click here.
For example: If you are pursuing a Team Leader position, you must secure a recommendation from a Team Leader. If you are pursuing an Area Leader position, you must secure a recommendation from an Area Leader.
Interview
The Interview stage is the second part of the Selection Process. Interviews are not guaranteed; Interviews are extended solely based on the strength of your initial application and your recommendation letter.
Interviews will be in-person and last roughly 20-30 minutes.
You will receive a response on whether you will move to the Selection stage within four (4) business days.
The Selection stage is the third and final part of the Selection process. Those who make it to this stage will be inducted into the development process of which they applied for (i.e. Team Leader, Area Leader, Assistant Director).
Please note: making it to the Selection stage does not guarantee you a position within the 1991 Group organization. Promotions are awarded based on the timely completion of the development process and your upholding of restaurant compliance, protocols, and procedures.
What to Know
What is Servant Leadership?
Servant leadership is a leadership philosophy where the leader's primary goal is to serve others, prioritize their needs, and enhance their growth. This approach contrasts with traditional leadership styles that may prioritize the leader's power, authority, and objectives.
Leadership is not about the shirt, the card, or the keys. Leadership is about:
Intentional and meaningful influence
Taking initiative, seeking the potential in others, and doing your best even when nobody is looking
Giving the best of the talent you have and asking others to do the same
Recognizing the hard work of others and spreading appreciation
Persistent innovation of systems and processes to solve and prevent future problems
Planning for success
Looking for others to pour into and develop
Team Leader
OVERVIEW, PROCESS, AND REQUIREMENTS
Team Leader
Role Overview
Reports to: Area Leaders
Team Leaders are crucial members of our Leadership Team. Team Leaders utilize their positional expertise, training knowledge, and blossoming Leadership potential to aid the development of our team and pursue the enforcement of our policies and standards.
An ideal Team Leader candidate demonstrates the following:
Communication: Clear and effective communication that conveys expectations and provides feedback to Team Members
Problem-solving: Address challenges and find solutions collaboratively with the team
Adaptability: Flexibility to adjust plans and strategies in response to challenging circumstances or feedback
Empathy: Understanding and considering of the feelings, perspectives, and needs of Team Members
Integrity: Act with honesty and fairness
Accountability: Hold yourself and Team Members accountable for compliance, protocols, and procedures
The purpose of a Team Leader is to:
Coach the team on Chick-fil-A brand standards, proper protocols and procedures, and enforce the compliance of these systems and processes. A Team Leader’s reach is seen throughout all of the following areas:
Food Safety and Quality / Kitchen Operations
Drive-Thru Operations
Front Counter Operations
Restaurant Cleanliness and Safety
Guest Experience / 2nd Mile Service
Promote consistency within our daily operations through checklists, training, and a culture of coaching.
Drive REMARKable Guest experiences throughout each sales channel (Drive-Thru, Dine-in/Carryout, Mobile, Delivery).
Understand and proactively resolve hindrances to Guest experience and throughput.
Team Leader
Development Process
Once a Team Member begins their Team Leader training, they will start a multi-stage developmental journey that will enrich their knowledge on the Chick-fil-A brand, dive deeper into 1991 Group’s “why,” review training protocols and procedures, and learn ways of pouring into and growing Team Members.
1
Pathway
Complete the assigned, in-depth Pathway learning modules and assessments. This knowledge will be tested throughout your development into the Team Leader role; with this being said, take your time and absorb as much knowledge as possible throughout this stage. A large part of the Team Leader role is the training and development of other Team Members, so mastery of the Pathway modules is crucial.
Schedule meetings with the Directors of Drive-Thru, Food Safety & Quality, Operations (for the daypart in which you primarily work), and Talent & Training. After meeting with each Director, they will need to fill out your Development Passport and sign off on your knowledge of their area of the business. To view the Director of these areas and to find their contact information, click here.
The third and final stage of the Development Process will test your knowledge, training and leadership abilities, and how you apply these elements day-to-day. This will occur in two parts – one unannounced evaluation, and one meeting with the Director of Operations of your day-part. Once the evaluation has concluded, you will receive communication stating your next steps (whether or not the position will be extended) within two (2) business days.
Team Leader
Requirements
Team Leaders are expected to meet the following requirements throughout their employment to maintain their Team Leader position. If you have any questions regarding these expectations and requirements, please reach out to the Executive Director of Development or your store’s Executive Director of Operations.
Must be available to work at least 20 hours per week
4+ months of Chick-fil-A experience
Work at least three out of four Saturdays per month
100% completion of Team Member training modules
Fewer than four negative remarks within the last 90 days
Open or close at least one morning/night MondayThursday Attend monthly Team Leader development sessions
Area Leader
OVERVIEW, PROCESS, AND REQUIREMENTS
Area Leader
Role Overview
Reports to: Assistant Directors & Directors
Area Leaders are blossoming Junior Leaders who have a strong moral compass, have the ability to direct others with clarity and respect, are vocal when necessary, and are proactive when solving problems. Area Leaders are calm under pressure and passionate about developing and coaching others, as well as protecting the Chick-fil-A brand.
In addition to Team Leader traits, an ideal Area Leader candidate demonstrates the following: Leadership: The ability to inspire and motivate Team Members, provide clear direction, and make decisions under pressure. Organizational Skills: The capability to manage priorities and coordinate tasks to ensure operational efficiency during a shift.
Decisiveness: Make decisions promptly and confidently, even when faced with ambiguity or incomplete information. Continuous Improvement Mindset: Strive for personal and professional growth, actively seeking feedback and opportunities to enhance skills and performance.
The purpose of an Area Leader is to:
Oversee specific areas of the restaurant, ranging from Drive-Thru, to Food Safety & Quality, to Hospitality. During shifts where you are the “Area Leader-in-charge,” you will broaden your reach to oversee other Area Leaders and Team Leaders and ensure they are well-supported and ensuring operational expectations are met. Coach Team Members and Team Leaders through proactive, constructive feedback. Uphold Chick-fil-A brand standards and elevate experiences for our Guests and team alike. Delegate tasks to Team Members and Team Leaders. Assess operational “pain points” and develop solutions to rectify them.
Area Leader
Development Process
The Area Leader development process is an in-depth process that prepares you to climb the Ladder of Leadership and enriches your knowledge of team care, ownership, and development. Throughout this process, you will elevate your positional expertise and focus on how you can be a great organizational support, as well as run shifts.
Complete the assigned, in-depth Pathway learning modules and assessments. This knowledge will be tested throughout your development into the Area Leader role; with this being said, take your time and absorb as much knowledge as possible throughout this stage. A large part of the Area Leader role is solving problems and maintaining Chick-fil-A brand guidelines, so absorb the information and practice applying it in the restaurant.
Throughout your Area Leader training, you will be paired with the Director of Operations of your daypart to learn team care, operational efficiency, advanced problem solving, cash management, and problem resolution. As your training continues, you will slowly begin making many of the decisions yourself with the oversight of the Director of Operations or another Director in their absence.
The third and final stage of the Development Process will test your knowledge and leadership abilities, and how you apply these elements day-to-day. This will be a random, unannounced evaluation conducted by the Director of Operations for your day-part or the Executive Director of Operations. Once the evaluation has concluded, you will receive communication stating your next steps (whether or not the position will be extended) within two (2) business days.
Area Leader
Requirements
Area Leaders are expected to meet the following requirements throughout their employment to maintain their Area Leader position. If you have any questions regarding these expectations and requirements, please reach out to the Executive Director of Development or your store’s Executive Director of Operations.
Must be available to work at least 25 hours per week
6+ months of Chick-fil-A experience
Work at least three out of four Saturdays per month
100% completion of Team Leader training modules
Fewer than four negative remarks within the last 90 days
Open or close at least one morning/night MondayThursday Attend monthly Leadership meetings
