Role

Front of House is your business and you are expected to own it. Front of House rises and falls on you. You will be measured based on the performance of your business and evaluated on how effective and efficient your business is being run. Effective ownership of this role includes identifying critical systems that need to be created or refined to achieve our Winning Hearts Every Day strategy metrics. The Director understands how to leverage strategic partnerships with high performing Managers or Team Leads that are passionate and engaged in the business to ultimately achieve excellent business results. The Director is responsible for following through with all Leadership pertaining to implementation, accountability, and utilization of the created systems and restaurant processes.

Responsibilities

Talent

• Proactively monitoring & tracking FOH staffing par levels
• Partnering with HR Director to ensure FOH workforce numbers are sufficient for operational excellence across all dayparts.
• Partnering with HR Director within the hiring process
• Proactively documenting disciplinary issues & coaching conversations with FOH Managers appropriately to ultimately support HR Director.

Leadership Development

• Conduct reoccurring monthly one-on-one coaching sessions with all FOH Managers ensuring:
• Each FOH Manager has a development plan in place and understands what is needed to achieve their next step.
• Each FOH Manager is adhering to necessary operational hard skills & processes.
• Follow up monthly on development goals.
• Utilize the one-on-one time to identify opportunity areas, and areas of success.
• Set action plans for Leadership and set follow up meetings.
• Oversee Leadership Development for all FOH employees, working closely with the Leadership Development Manager to ensure mid-level leaders have development plans.
• Partner with HR Director to conduct quarterly audits for all FOH Leadership Team roles and responsibilities.
• Participate in weekly Manager meetings

System Development

Forecasting & Scheduling

• Proactively monitoring local ISD calendars to ensure restaurant dayparts are adequately staffed when school is out thus minimizing business disruption.
• Partnering with BOH Director to review and adjust forecasted sales projections ensuring 97% or higher efficiency between system forecast sales and adjusted forecast sales.
• Adjust schedule to reflect shift feedback notes from FOH Managers and Team Leaders.
• Responding to FOH employee requests off in a timely manner
• Holding FOH Managers/Coordinators/Team Leads/Captains/Employees & seasonal employees accountable to weekly shift minimums
• Reviewing previous week’s schedule productivity and labor totals to identify wins and areas of opportunities.

FOH Visuals & Dashboards

• Establishing a system for ensuring all FOH posted visuals and digital systems for tracking Winning Hearts Every Day metrics are always relevant, up to date, and meet visual identity standards.
• Create or uphold organization of each station by ensuring that a schematic is in use for each section.
• Establishing a system for ensuring each FOH position has a positional expectation card clearly posted and up to date meeting visual identity standards.

Food Safety

• Performing weekly audit of Daily Safe Critical manager assessments
• FOH/Dining Room/Property/Storage Cleanliness & Organization
• Develop a schedule for detail cleaning for each piece of equipment
• Develop a schedule for detail cleaning of facilities mentioned above
• Hold all FOH Managers/Coordinators/Team Leads accountable to systems across all dayparts to cleanliness & organization standards

Inventory & Product Accountability

• Ensuring FOH Managers are conducting weekly inventory spot checks
• Ensuring FOH Managers systematically understand & participate in Month End Inventory counting process.

Gap Analysis & Strategic Planning

• Weekly audit & gap analysis of specific Analytics Hub reporting relative my FOH business.
• Weekly audit & gap analysis of Customer Experience Monitor metrics compared to monthly & quarterly business goals
• Weekly audit of Customer Experience Monitor comments to identify gaps in operational systems or leadership
• Weekly FOH overall reporting to Director Team & Operator on Director following EOS principles
• Weekly auditing of restaurant FOH smallwares and partnering with Administrative/Financial Director concerning smallwares budgeting and expenditures.
• Conducting monthly & quarterly Director action planning and evaluating your plan to ensure alignment with our shared organizational goals.
• Participating in Quarterly Team Wide Meetings to provide insight surrounding FOH Systems & People performance.
• Participating in Director Team Annual Strategic Planning

Day to Day Operations

• In operations as the business demands
• Ensure time punches are accurate with HR Director on a weekly basis
• Oversee overtime hours with HR Director on a weekly basis
• Ensures there are systems in place that provide accountability and drive improvements within the team
• Assist Director team with responding to Customer Cares Priority 1 submissions within 24 hours.
• Assist Director team with responding to any security, fire, or temperature management calls.
• Ensures team is consistently following the Safety Policies outlined in the Employee Handbook
• Ensures Managers & Team Leads are adhering to Chick-fil-A quality systems daily.
• Ensures Managers & Team Leads are adhering Operator’s expectations daily.
• Call out changes needed with digital checklist systems based on key learnings from customer feedback & insight.
• Proactively partnering with Administrative/Financial Director to address all FOH equipment or facility repairs needed.
• Following up with vendors to ensure quality of services provided pertaining to equipment or facility repairs.

Communication and Visibility

• Serves as a communications liaison between Director Team and Manager/Team Lead level Leadership
• Provides detailed information and organization of quarterly Chick-fil-A rollouts
• Communicates in Slack to provide instantaneous feedback with team and create levels of engagement as well as accountability.
• Communicates on business platforms in a manner that aligns with our culture by design mindset and exemplifies our organization’s core values.
• Rewards FOH Management & Team Leads using VSBL who demonstrate:
• Exceptional service to guests or employees, specifically guest comments or within leader surveys where employees are mentioned by name.
• Our core values consistently to guests or employees, specifically guest comments or within leader surveys where employees are mentioned by name.

REQUIREMENTS

• Proven track record of facilitating Leadership Development within a team.
• Understanding and experience analyzing restaurant metrics and financial reports, restaurant gap analysis and labor management..
• 3 years in a leadership role.
• Physical demands associated with this job include sitting, standing, walking, lifting, carrying, reaching, pushing, and pulling.
• Ability to work in a collaborative leadership team.
• Basic computer skills, and the ability to learn and utilize various software.
• Strong interpersonal communication skills.

At Chick-fil-A Eldorado & Ridge we want to build an outstanding team that works hard and has fun! Our goal is to create a gathering place for the community that gives Team Members an opportunity to grow and develop while Winning Hearts Everyday. Here at Chick-fil-A, every Team Member role is more than just a job, it's an opportunity to gain valuable life skills that will help you succeed in any path of life you choose.

Here are some of the great benefits of working at Chick-fil-A Eldorado & Ridge:

• Owner/Operator Matt Bridges.
• Matt is a Well-Established Owner/Operator who is known for Genuine Hospitality towards every guest he interacts with.
• Flexible Hours - You probably have commitments to your family, friends, school or sports teams. We will try to arrange your work schedule around them.
• Closed Sundays - All Chick-fil-A restaurants are closed on Sundays so you can have a day off to spend with family and friends.
• Work Directly With A Chick-fil-A Operator - The Operator is an independent business person, responsible for the operation of the restaurant, who invests time in his or her employees, teaching them important business skills for the future.
• Competitive Pay - Along with a competitive paycheck, you will work in a nurturing environment where you will learn valuable business and people skills.
• It's a Great Place to Work - At Chick-fil-A, our Operators consider their team members to be more than just employees, they are a highly valued part of each Chick-fil-A restaurant.
• Chick-fil-A has the highest customer satisfaction scores for 3 consecutive years
• Chick-fil-A is the fastest growing Quick Service Restaurant in the nation
• Chick-fil-A is on Forbes Lists for: America's Best Large Employers 2022, Best Employers for Women 2021, & Best Employers for New Grads 2021
• Chick-fil-A has awarded $136 million in team member scholarships, with 12,699 winners in 2022.