Family Services Specialist

Company: Whataburger
Location: Waco
Posted on: November 15, 2023

Job Description:

Whataburger Family: Who we are
People make the difference at Whataburger-Family Members take pride in their work, take care of each other, and love serving our customers. At Whataburger, you will work for a brand and legacy that fills you with pride, on a team that cares about helping you learn and grow and belong to a family that loves winning together. Join the Whataburger Family and we'll work together to instill values and skills that will serve you well no matter where your journey leads you.

Restaurant High Performing Teams: How we deliver Family Member Experience, Operations Excellence, and Customer Experience.
Restaurant High Performing Teams, (RHPT), are groups of Family Members who share a common vision, goal, and approach to work. They collaborate, challenge, and hold each other accountable to deliver the Whataburger experience to each other and our customers using the six Restaurant High Performing Team Characteristics; Coaching, Communication, Engagement, Empowerment, Recruiting, and Rewards and Recognition.

Operating Partner: How you bring value
At Whataburger, our Operating Partners direct and develop a strong team to drive operational excellence in their restaurant. Operating Partners report to the Area Manager. Operating Partners are coaches and mentors who provide development opportunities for their teams. They lead and supervise all aspects of the Family Member experience in our restaurants, from talent management to recruitment to training and promotion of current Family Members. Operating Partners inspire Family Members to deliver and succeed, and they create action plans based on performance data and financial goals. Operating Partners ensure that operations are always clean, safe, and in the customer's eye, "ready for business."

Responsibilities:
Leads by example to gain commitment from Family Members by reinforcing team behaviors consistent with Whataburger Core Values and Guiding Principles; inspires people and celebrates the team
Provides leadership and mentoring to Family Members; accountable for the in-restaurant Family Member experience, aligns the team around a common vision, provides effective coaching, sets realistic expectations, holds themselves and others accountable, and celebrates successes
Models High Performing Team behaviors and foster relationships through open and honest communications, coaching, and engagement
Facilitates discussions among Family Members and Managers to ensure expectations are clear, share best practices, address underperforming areas, and resolve open questions
Exercises high level of independent judgment and discretion in managing the daily operations of the restaurant to ensure effective and efficient performance of the restaurant and its Family Members in all Whataburger operational and customer experience standards
Demonstrates ownership for growing Managers' and Team Leaders' capabilities by creating tailored development plans and establishing effective feedback mechanisms
Trains and coaches Team Leaders and Managers, empowering them to lead their shift and focus on developing their Family Members
Coaches and encourages Managers and Team Leaders on ways to effectively work as a High Performing Team and use operational tools to improve restaurant performance
Demonstrates appreciation for the contribution of Family Members at all levels by recognizing best work through celebrating and sharing success stories
Identifies Managers, Team Leaders and Team Members with potential to progress to the next level
Works with the Family Member to develop the necessary skills and behaviors to be considered for promotion
Evaluates progress and provides feedback
Demonstrates, explains, and champions change initiatives; ensure change initiatives are deployed in the restaurant
Participates in inter-restaurant collaboration through sharing best practices, individual perspectives and supporting other restaurants in area
Leads recruiting, interviewing, and hiring to achieve staffing levels to drive, maintain, and sustain Restaurant High Performing Teams
Instills a customer-service mindset and demonstrates how to reinforce the brand by engaging with our customers, addressing concerns, and creating a welcoming environment within the restaurant
Recognize when customer preferences are changing and adjust service delivery to meet customer demands
Works with Managers and the Area Manager to execute operational plans utilizing reporting tools, customer metrics, and labor metrics to monitor restaurant performance and processes consistent with Whataburger standards of excellence
Develops the budget, expense plans, and sales goals as part of financial planning in order to achieve financial targets; manages profit and loss, oversee financial tasks such as cash reporting, labor, food expenses, repairs and maintenance

Required Qualifications
REQUIREMENTS:

AGE
Must be at least 18 years of age

EDUCATION:
High school diploma/GED or equivalent work experience

EXPERIENCE AND DEMONSTRATED BEHAVIORS:
3-5 years' experience in the restaurant industry preferred
Previous experience in a restaurant leadership position preferred
Demonstrated intermediate to advanced level of ability to communicate, influence, and negotiate decisions while motivating assigned staff
Demonstrated ability to work in a team environment
Demonstrated ability to observe and coach
Demonstrated ability to encourage open communication
Demonstrated ability to engage others in a team environment
Demonstrated ability to empower Managers and team members
Demonstrated ability to recognize and reward positive contributions by restaurant Family Members

KNOWLDEGE, SKILLS, AND ABILITIES:
Proficiency in MS Office Word, Excel, Outlook, and PowerPoint preferred
Strong general knowledge of the organization and its functions
Strong general knowledge of working practices, procedures, and techniques
Intermediate to advanced understanding of budgetary concepts and procedures
Intermediate to advanced ability to delegate projects and get work done through others
Intermediate to advanced understanding of performance review process
Ability to prepare and present ideas and recommendations to colleagues, managers, and direct reports with ample notice and preparation

PROFESSIONAL CERTIFICATIONS:
Food Safety Certification (may vary based on city, county, and state requirements)
Food Handler's Certification

WORKING CONDITIONS/TRAVEL REQUIREMENTS:
Must be available and work the necessary time to satisfactorily fulfill job responsibilities
Must be able to report to work timely and as required by operational/business needs
Must be able to work a full-time schedule and be able to work all shifts based on operational needs of the restaurant
Must be able to travel occasionally, both locally and long distances (including air travel) to work sites, meeting sites, and other locations
Working conditions exist to satisfactorily fulfill job responsibilities
Must possess a valid driver's license, submit to releasing a Motor Vehicle Record that adheres to the Whataburger standards, and maintain current automobile liability at minimum levels in their state of residence

PHYSICAL REQUIREMENTS:
Must be able to lift up to 50 lbs. on occasion
Must be able to stand during entire shift
Must be able to reach, bend, stoop, lift, shake, stir, pour, carry, and push on occasion
Must be able 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
Must be able to use computers, telephones, and office equipment

This Job Posting does not contain an exhaustive list of all roles, activities, requirements, efforts, or working conditions associated with the position. This description is intended to be an accurate reflection of the current position. Whataburger reserves the right to revise the position or to require that other or different activities be performed when circumstances change (e.g., emergencies, changes in personnel or workload, rush jobs, technological developments or other operational need).

Whataburger is more than a burger chain. It's a place that feels like home to more than 43,000 Family Members and millions of customers. We take PRIDE in our work. We CARE for each other. And absolutely LOVE serving our customers.

Whataburger is committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, national origin, genetic information, disability, veteran status, age, or other condition or status protected by law. Whataburger participates in the federal E-Verify Program. For more information go to www.dhs.gov/E-Verify. E-Verify is a registered trademark of the U.S. Department of Homeland Security.

Keywords: Whataburger, Waco , Family Services Specialist, Other , Waco, Texas