Director of Operations Job Description

Chick-fil-A Tamarac Square

2024

Description:

The Director of Operations supports the business by owning the operations of the front of house team. The purpose of this role is to constantly measure and improve front of house processes which immediately impact the customer’s experience. This individual will maintain the day-to-day operations of the restaurant. They will be responsible for team member and leadership development as well as maintaining a culture that aligns with Chick-fil-A standards. We are looking for an individual who is decisive, fast paced, able to manage conflict, and has a passion for caring for their team and customers. 

People Development Responsibilities:

• Assist in hiring process of new Team Members
• Set team goals, share the score visually, and celebrate the wins
• Identify potential leaders and help them grow both operationally and relationally
• Communicate effectively, share ideas, and take a positive approach to all situations
• Create a positive culture that aligns with the Tamarac Square culture commitment
• Hold managers accountable to holding team members accountable to all policy standards, for example timeliness, hygiene, cell phones, uniforms, etc.
• Collaborate with the Director team to ensure all team members are trained and developed appropriately
• Provide both formal and informal feedback to team members and leaders on an ongoing basis
• Ensure disciplinary action is given fairly and consistently

Quality & Customer Experience Responsibilities:

• Ensure we are executing proper procedures in order taking, hospitality behaviors, speed of service and order accuracy.
• Protect the customer experience by ensuring packaging, food presentation and quality exceeds Chick-fil-A standards
• Ensure the team consistently and systematically meets cleanliness standards
• Use Chick-fil-A reports and metrics to ensure consistency, quality of products, behaviors and address areas of improvement immediately
• Maintain a culture of Food Safety
• Maintain a clean and organized environment
• Collaborate with Kitchen Director to ensure restaurant inventory is organized properly
• Partner with Training Director to execute training for roll-out of new products
• Assess current systems and implement ideas for improvement

Sales & Brand Growth Responsibilities:

• Ensure speed of service and quality of food to retain customers
• Work with the catering and marketing team on execution of catering orders
• Collaborate with leadership on suggestive selling behaviors with FOH team members, including upselling, new menu items, etc.

Financial Stewardship Responsibilities:

• Labor Scheduling - own labor percentage and productivity
• Ensure FOH equipment maintenance is completed, become familiar with process for restoring damaged equipment
• Execute Chick-fil-A LEAN practices in all areas, encouraging continuous improvement
• Engage with everyone at every level

Operational Expectations:

• Approximately 25 hours on the floor supporting the shift leader and developing relationships with the team/coaching the team
• Approximately 10-15 hours of office time as needed
• Creating systems and processes in the restaurant
• Availability to assist with emergencies when necessary
• Developing deep relationships with the team and leaders to allow for development
• Overall understanding of business operations
• Demonstrates business acumen to make appropriate decisions quickly
• Ability to work with a team to accomplish goals
• Deep understanding of the Front of House operations, systems and processes that make the business run

Working at a Chick-fil-A® restaurant is more than a job – it’s an opportunity for teamwork and leadership development in a positive, people-focused environment. Most Chick-fil-A restaurants are locally owned and operated by independent, franchised Operators who invest in the future of their Team Members and give back to their communities.