Role

Heart of House is your business and you are expected to own it. Heart 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 in the kitchen 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 HOH staffing par levels 
• Partnering with HR Director to ensure HOH workforce numbers are sufficient for operational excellence across all dayparts. 
• Partnering with HR Director within the hiring process 
• Screening & interviewing Team Member applicants based on HR interview guide
• Screening & interviewing HOH Leadership applicants based on HR leadership interview guide
• Proactively documenting disciplinary issues & coaching conversations with HOH Managers appropriately to ultimately support HR Director.

Leadership Development 

Conduct reoccurring monthly one-on-one coaching sessions with all HOH Managers ensuring: 

• Each HOH Manager has a development plan in place and understands what is needed to achieve their next step. 
• Each HOH 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 HOH employees, working closely with the Management team to ensure mid-level leaders have development plans.

Partner with HR Director to conduct quarterly audits for all HOH 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 HOH 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 HOH Managers and Team Leaders.
• Responding to HOH employee requests off in a timely manner 
• Holding HOH 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.

HOH Visuals & Dashboards

• Establishing a system for ensuring all HOH 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 HOH position has a positional expectation card clearly posted and up to date meeting visual identity standards.

Food Safety & Food Cost 

• Performing weekly audit of Daily Safe Critical manager assessments
• Maintaining a score of 1 on Food Safety Report every quarter 
• Utilizing timers, temperature checks and lean iPads for production 
• Ensuring all items are labeled and stored with proper rotation 
• Establish and communicate Mock Food Safety Audit Schedule 
• Execute lean ordering, thawing, prep, and cooking 

HOH/Facilities/Equipment/Storage Cleanliness & Organization

• Develop a schedule for detail cleaning for each piece of equipment 
• Develop a schedule for detail cleaning of each “zone” or restaurant area 
• Hold all HOH Managers/Coordinators/Team Leads accountable to systems across all dayparts to cleanliness & organization standards

Inventory & Product Accountability

• Ensuring HOH Managers are conducting weekly inventory spot checks. 
• Ensuring HOH Managers systematically understand & participate in Month End Inventory counting process.
• Oversee Supply Chain Team Members to ensure proper inventory levels are maintained. 

Gap Analysis & Strategic Planning 

• Weekly audit & gap analysis of specific Analytics Hub reporting relative my HOH 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 HOH overall reporting to Director Team & Operator on Director following EOS principles 
• Weekly auditing of restaurant HOH 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 HOH 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 HOH 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 HOH Managment & Team Leads using VSBL who demonstrate: 

• Exceptional experience to guests or employees, specifically in providing a clean and safe environment, fast and accurate food production and contributing to organization goals. 
• Our core values consistently to guests or employees, specifically guest comments or within leader surveys where employees are mentioned by name.