Dining Team Leader

PURPOSE:

Manage the Customer Journey and ensure Revenue Integrity. They are responsible for the environment where the brand meets the customer, focusing on speed of service and hospitality standards.

DUTIES AND RESPONSIBILITIES:

• Service Speed Management: Acts as the primary communicator of Food Serving Time (FST) to customers, ensuring expectations match kitchen capacity.
• Revenue Protection: Oversees the Cashiers and ensures that every transaction is recorded. They must coordinate with the Branch Team Leader for any transaction voids or "Error Slips".
• Hospitality Oversight: Monitors the Dining Crew to ensure brand-standard greetings, table clearing, and general cleanliness of the customer area.
• Financial Reconciliation: Responsible for managing cash drawer discrepancies and reporting them to the BTL.
• Cross-Departmental Sync: Works closely with the Kitchen Team Leader to ensure the "bridge" (the FST KPI) is maintained.

PERFORMANCE INDICATORS:

The Dining Team Leader is measured by the quality of the customer's interaction and the efficiency of the service:

• FST Accuracy: 95% accuracy in announcing and meeting serving times.
• Order Accuracy: Achieving 98% error-free orders at the point of sale.
• Service Recovery: Effectively handling customer complaints before they escalate to the Area Manager.
• Upselling/ACV: Driving the Average Check Value (ACV) through suggestive selling by the Cashier team.

AUTHORITY & ACCOUNTABILITY:

• Zone Command: They have the authority to reassign Dining Crew and Cashiers between stations (e.g., moving a crew member from table cleaning to an extra register during a rush). They cannot reassign Kitchen staff.
• FST Declaration: While the Branch Team Leader manages the whole branch, the Dining Team Leader has the specific authority to "set the clock" for the customers based on the Kitchen's current pace.
• Immediate Service Correction: They can authorize immediate "service recovery" (e.g., replacing a wrong drink) to satisfy the customer, but they cannot sign the financial "Error Slip" for refund-that power is reserved for the Branch Team Leader.
• Liability for "Leakage": They are liable for any unrecorded sales or cash shortages in the registers under their watch.
• Liability for "Communication Breakdown": If the Kitchen is backed up but the Dining Team Leader continues to promise a 15-minute FST, the Dining Team Leader is liable for the resulting customer dissatisfaction.
• Liability for Ambience: They are personally accountable for the "Look and Feel" of the branch (lighting, temperature, music, and cleanliness) during their shift.