Requirements to Become a Certified Trainer

If you would like to be a Certified Trainer you must meet these expectations.

1. You have been at this restaurant for at least 6 months and demonstrate mastery in at least one position

2. You have no infraction points to your name at the time you submit an application to become a Certified Trainer

3. You know and exemplify an understanding of the Core 4 (smile, make eye contact, speak in a friendly tone, always say "my pleasure")

4. You know and exemplify an understanding of the Food Safety 5 (supplement included below)

5. You know and exemplify an understanding of the Winning Hearts Every Day Customer Care Strategy (supplement included below)

6. You know and exemplify an understanding of the Demonstrate, Imitate, Repeat Training Model (supplement included below)

7. You know and exemplify an understanding of the Seaboard Commons Core Values (Passion, Responsibility, Action, Integrity, Stewardship, Excellence)

8. You can demonstrate proficiency with Pathway 2.0 (demonstrate logging in and pulling up resources)

9. You have completed and submitted an application to become a Certified Trainer

10. You have passed the Trainer Quiz and a Leader has reviewed your application with you

Why Trainer Development Should Focus on Teaching, Not Just Position Mastery  

In the past, becoming a Certified Trainer at Chick-fil-A Seaboard Commons simply required (mostly) mastering all positions within a given area (ie. BOH, FOH). While expertise in various roles is valuable, true training is not just about knowing how to do something—it’s about knowing how to teach it effectively.  

That I can tie my shoes, ride a bike, make my bed, and swim does not qualify me to teach anyone to do any of these things. In the same way, being proficient in multiple restaurant positions does not automatically mean someone is equipped to train others. Training is a distinct skill set that requires patience, clear communication, adaptability, and an understanding of how people learn.  

This is why we focus on the “Demonstrate, Imitate, Repeat”model—ensuring that Certified Trainer can effectively show, guide, and reinforce learning.

Thus a great Certified Trainer demonstrates a task with clarity, breaking down complex steps when needed; guides new Team Members as they imitate, providing real-time feedback; supports repeated practice until confidence and proficiency are built, training less with their hands and more with their words.

However, being a great Certified Trainer isn’t just about teaching operational tasks—it’s about passing along the skills and ideas that define the Chick-fil-A experience. That’s why we are particularly emphasize training on Core 4, Food Safety 5, and the Winning Hearts Every Day strategy.  

Core 4 (smile, make eye contact, speak in a friendly tone, always say “my pleasure”) ensures every interaction reflects the warmth and hospitality we're known for. Food Safety 5 (Health & Hygiene, Time & Temperature, Cleaning & Sanitation, Pests, and Cross-Contamination) protects our guests and maintains the highest standards of food safety. Winning Hearts Every Day reminds us that Operational Excellence and 2nd Mile Service are equally important in delivering an exceptional customer experience.  

By focusing on developing great trainers rather than just great workers, we ensure that our team is consistently trained to the highest standards. A Certified Trainer doesn’t need to know every position—they need to know how to train. And that’s what makes the difference.  

Core 4 (smile, make eye contact, speak in a friendly tone, always say “my pleasure”) ensures every interaction reflects the warmth and hospitality Chick-fil-A is known for.  

What are the Food Safety 5?

Hazards that impact Guests’ health and safety fall into 5 categories: Health & Hygiene, Time & Temperature, Cleaning & Sanitation, Pests, and Cross-contamination. We call these categories the Food Safety 5.

1. Health and Hygiene: Stop the spread of germs by excluding sick Team Members, washing hands and maintaining personal protective equipment.

2. Time and Temperature: Store, hold, cook, cool, and reheat foods properly to stop the growth of germs.

3. Cleaning and Sanitation: Keep all surfaces clean. Disinfect high-touch point surfaces to kill viruses and bacteria. Sanitize food contact surfaces to kill foodborne illness-causing organisms.

4. Pests: Keep disease-carrying pests away from the Restaurant and grounds

5. Cross-contamination: Eliminate biological, chemical, and physical contamination hazards; keep raw and cooked/ready-to-eat foods separate.

The strategy places equal weight on Operational Excellence and 2nd Mile Service. Consistently delivering on both is what sets the Chick-fil-A brand apart and is essential to an elevated Customer experience. Attentive & Friendly Team Members are central—or, foundational—in bringing the strategy to life in each moment, with each Customer, in each sales channel.

The framework focuses on both aspirations and expectations for each of the components under Operational Excellence and 2nd Mile Service.

• Aspirations capture the spirit of what we want Customers to experience while allowing Operators to exercise their local ownership, using creativity and flexibility to exceed Customers’ expectations. 

• Expectations help create consistency across the brand and are based on several existing operational requirements.  

Operational Excellence Elements (The foundational parts of the experience that build trust)

• Craveable Food

Our surveys show that Taste is becoming more important to the Customer as an overall driver of satisfaction.  

Craveable Food is an intentional language shift from Great Food because craveable indicates a higher aspiration.

Aspiration: Food that is so good (hot, fresh and “all right”) that Customers intend to enjoy it again and again.

Expectation: Team Members can help make Craveable Food by following procedures in Pathway and the Operational Requirements Guide to meet food safety and quality requirements.

• Faster & Accurate Service

Fast service is the second most important value driver for Customers behind taste. However, Customers also say they feel cared for when Team Members slow down enough to confirm an order.

An important distinction is that being “quick” doesn’t mean rushed. Efficient systems and processes will allow enough time to confirm orders and make personal connections, while also delivering food to Customers in a reasonably fast time frame.  

Aspiration: Being surprisingly fast AND accurate

Expectation: Being quick and confirming every order

• Welcoming Environment

Changing the language from a Clean & Safe Environment to a Welcoming Environment helps elevate the aspiration and capture the spirit of being in the Restaurant.  

Aspiration: Create a welcoming environment and focus on the Restaurant as a “place of restoration.” This could be done through music, fresh flowers, well-kept landscaping, clear wayfinding signage, refreshingly clean bathrooms and other elements that create a welcoming environment.  

Expectation: Maintain a clean, safe and refreshing environment for Customers. Refreshing is intentionally broad to encompass the many ways an Operator and their team can achieve a refreshing environment.

2nd Mile Service Elements (The “above and beyond” ways hospitality comes to life and differentiates the Chick-fil-A brand)

• Personal

Every encounter with a Customer presents a moment to create a connection. Personal focuses on how the interaction makes the Customer feel and how the Operator or their Team Member showed up in a way that’s authentic to them. It is the uniqueness of a Team Member’s personality that can bring this element to life, so encourage them to speak from the heart.

Aspiration: Customers feel seen and appreciated for choosing to visit  our restaurant.

Expectation: Use names in an appropriate way and offer a warm welcome and fond farewell.

• Proactive

Anticipating Customer needs and finding opportunities to serve, no matter how small, can mean a lot to a Customer. Operators and their Team Members are encouraged to be creative and execute proactive care in ways that make the most sense for their Customers.    

Aspiration: Proactive care in moments of Customer need.

Expectation: Check in with Customers and strive to anticipate their needs.

• Generous

Chick-fil-A's founder, S. Truett Cathy found joy in giving when he did not expect anything in return. Chick-fil-A, Inc. wants to equip and inspire Operators and their teams to embody Truett’s generous spirit in the Restaurant.

There are many ways the Generous element can come to life from offering a balloon to a crying child to writing an encouraging note on a bag. It could also look like recognizing the couple who always sit in the same spot or taking the time to listen to a Customer. 

Aspiration: Look for opportunities to give generously to others without expecting anything in return.

Expectation: Empower Team Members to surprise and delight Customers with food, fun and more.

We’ll use the "demonstrate, imitate, repeat" model, a teaching method where a trainer first demonstrates a skill or action, then the learner imitates by copying the demonstration, and finally, the learner repeats the action multiple times to solidify their understanding and proficiency. 

Key aspects of the model:

Demonstration:

The trainer clearly shows the correct way to perform the task, explaining key points and breaking down complex steps if necessary. (Training with hands)

Imitation:

The new Team Member actively tries to copy the demonstrated behavior, immediately following the trainer's actions. (Training with words, not hands)

Repetition:

The new Team Member practices the skill repeatedly, allowing for refinement and improvement through practice. (Hip-to-hip with trainer)

Becoming a Certified Trainer at Chick-fil-A Seaboard Commons is more than just a title and a sticker on your name tag—it’s an opportunity to make a lasting impact on your team, grow as a leader, and contribute to something bigger than yourself.  

You Shape the Future of Our Team

As a Certified Trainer, you’re not just teaching skills—you’re setting the standard for how things should be done. You have the ability to inspire confidence in new Team Members, ensuring they not only learn the job but also feel welcomed, supported, and motivated to succeed.  

You Build Leadership and Communication Skills

Training isn’t just about knowing how to do something—it’s about knowing how to teach it effectively. By guiding others through the “Demonstrate, Imitate, Repeat” model, you’ll strengthen your ability to lead, coach, and communicate—all valuable skills for any future career.  

You Make a Difference in the Guest Experience 

A well-trained Team Member means a better experience for every guest who walks through our doors. By living up to the ideals embedded in Core 4 and Food Safety 5, as well as our Winning Hearts Every Day Customer Care Strategy, you ensure that every guest receives the outstanding service and care that sets Chick-fil-A apart.  

You Help Create a Culture of Excellence

Chick-fil-A isn’t just about serving food—it’s about creating meaningful experiences. As a Certified Trainer, you help reinforce the values that make our restaurant a great place to work. You uphold our Core Values—Passion, Responsibility, Action, Integrity, Stewardship, and Excellence—and ensure that every new Team Member does the same.  

You May Be Eligible for a Raise 

Becoming a Certified Trainer is not only an investment in your skills and leadership but may also qualify you for a small raise. Speak with Leadership to discuss potential pay increases and how your new responsibilities could be reflected in your compensation.  

Are You Ready to Lead?

Becoming a Certified Trainer isn’t about knowing every position—it’s about knowing how to teach, mentor, and inspire. If you’re passionate about helping others succeed and want to take the next step in your journey, apply to become a Certified Trainer today!