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in Wilson, NC
Director of Front of House Operations
Hours | Full-time |
---|---|
Location | 2407 Forest Hills Rd W Wilson, North Carolina |
About this job
Role
To identify, develop and coach an operation leadership team that can assist with ensuring the customer experience goals are met.
Qualifications
- Should have at less a four year degree
- At less two years of a leadership role
- eTrian Certify in all areas of the business
- Efficient with Word, Excel and PowerPoint
Benefits:
- Designated leader who is focused on leading the Operational Excellence pillar of the Creating Raving Fans Strategy Counter, and in service points in the unit
- Primary Focus on Drive thru Experience
- Deliver highest quality of guest services by meeting Chick-fil-A standards (requirements)
Empowerment:
In order to fulfill his/her role, the Operations Director needs to:
- Provide regular updates on continued improvements in production areas. As well as Service points
- Provide Operator with a written Monthly and Yearly Business Plan
- Meet regularly with Restaurant Leadership Team and collaborate on Restaurant goals
Essential Responsibilities
Oversee Service Points Operations:
- Provides Vision and accountability for OE with Service point Team Members
- Responsible for schedule and set-ups for team (open to close)
- Run breaks during shifts (if not handed off to another leader)
- The Speed and Accuracy of the Drive Thru
- Coaching behaviors of all Team members who work Drive Thru. Those behaviors include ( Proper Bagging to ensure high- quality food, Core Four, and Maintaining a clean and organized workplace)
- Implementation of innovations. Improving Operational Excellence
- Evaluate Service points areas and make recommendation to Operator for improvements
- Deliver weekly Drive-Thru performance reports to leadership team
Ensure Policies and Quality/Standards Are Upheld For All Guest Service Leaders and Team Members:
- Ensure Team Members follow lean requirements at counter
- Team Members maintain proper uniform and personal hygiene.
- Follow up with ROE findings and make changes accordingly
- Ensure all food safety and sanitation requirements are being met all day every day
- Maintain Heart of the House were “backstage tours” can be done when scheduled.
Success Factors & Measurements’:
CEM Scores ( to be measured in 30-day and 90-day increments)
- Order Accuracy 99%
- Speed of Service 85%
- Cleanliness 90%
- Attentive & courteous 88%
- Top 100 in Dashboard reports
Drive Thru Scores
- Sales
- Car Count
- ROE 95%
Behavioral Characteristics:
- Work a minimum of 30 hours a week in the restaurant
- Allocate at least four hours per week in planning
- Focus on systematically and effectively communicating all related goals and success factors to the team
- Combine critical thinking and practical leadership to create a culture of innovation
- Effectively coach and give directions
- Enthusiastically and passionately lead the Drive-Thru team
Influence Culture of Continuous Improvement:
- Create culture of “continuous improvement” in the service points of unit (no shortcuts)
- Communicate operational improvement ideas to Operator
- Engage in regular best practice visits to other Restaurants
- Frequently visit QSR competitors to critique food
- Receive ROE quarterly report and diagnose areas for improvement
- Receive quarterly CEM report and diagnose areas for improvement
- Track speed of service reports to determine areas for improvement
- Work on personal leadership development.
- Work on personal development of new Team Leaders
Act as the “Go To” Person for all Drive-Thru Issues:
- Head sets For Drive-Thru
- Face to Face Tools
- Facility issues
- Oversee the flow of the Drive-Thru
NON-Essential Responsibilities
Communicate with Other Leadership:
TD – Training:
- Communicate training needs and progress to TD
- Work with TD to create implementation plan for new product rollouts
- Develop new team members to add to the Drive thru team
- Face to face
RMD – Marketing:
- Strategically partner with the RMD to ensure our unique asset of FOOD is fully leveraged
- Be on staff for special events to ensure Quality Requirements are met.
Finance Director - Profitability:
- Food cost
- Paper cost
- Labor cost
Kitchen Director
- To help identify new leaders
- To help with whatever is needed
- To communicate CEMs and ROE
Success Factors (Traits):
Characteristics of a Operation Director:
- Exhibits leadership qualities
- Capable of monitoring cost
- Ability to successfully delegate tasks
- Ability to motivate others
- Ability to make decisions quickly
- Good stress management skills
- Good interpersonal and communication skills (a person of influence)
- Detail-oriented
- Has great pride in and is passionate about OE
- Has Chick-fil-A experience → someone that has credibility with the team
- Flexible schedule
- Caring attitude
Knowledge:
- Food safety (ServSafe certification)
- Expert in all areas of the Drive thru, Service areas, and HOH (score at least 90% on all tests)
- Dashboards @ Chick-fil-A
- CFA Catering Online Learning Course
- Understanding of Required and Second mile Service behaviors
- Weekly Schedule’s- And Productivity
- Sales Forecast
- Recipe For Service(2MS)
Assessment Tools
- Access to @Chick-fil-A (CEM/ROE Scores)
- eTrain Program/Tools
- Car count-Dashboard
- Sales goals- Dashboard
- Order accuracy- goals
- Attentive and courteous goals
- Speed of service goals
- Rollout Guide for new products