Director of Training - Full-time / Part-time

The Director of Training is a leader who works in the restaurant and is responsible for leading and overseeing the training and development of Team Members and leadership in the Restaurant.
The Role of Director of Training is to develop the behavior of Team Members (through training) to improve business metrics such as Operational Excellence, Customer Experience (CEM), Profitability and Team Member Productivity. The Director reports to the Operator.
RESPONSIBILITIES
• Oversees all training certification and annual recertification
• Provides vision and accountability for Operational Excellence to all team members
• Responsible for measuring success via RQA, ROE and others
• Assists Director of Human Resources in recruiting as well as first interview with potential new Team Members
• Certifying all Team Member Trainers
• Trained and certified as a Chick-fil-A Certified Trainer
• Coordinates training schedules with managers
• Seamless handoff with Director of Human Resources from initial orientation/training
• Assumes responsibility for secondary training and certification process
• Providing continuous monitoring and feedback within their first 30 days
• Does Written Performance evaluation of Team Members first 30 days including input from the leadership team
• Ensure daily SAFE Critical and eRQA program is fully implemented
• Utilize various tools such as the RQA, ROE CEM and CARES to evaluate team member’s performance, track trends and diagnose areas for improvement. DoT should retrain team members on the gaps found through these assessments.
• Ensure all Cashiers are Certified in 2nd Mile Service Raving Fans strategy
• Follow up on health inspection findings, and implement necessary changes
• Stay current on all requirement changes
• Work to create implementation and training plan for new product rollouts
• Certify trainers for kitchen (Boards, Breading, Adv. & Basic Food prep, Counter & Drive Thru)
• Create culture of “continuous improvement” (no shortcuts)
• Maintain Vision alignment and communicate progress or concerns with Operator and leadership
• Ensure that the eTrain materials, passwords, and access are up to date and accessible. Make sure Quality Photos for Job aids, and Sampling Cards are Accessible at all times
• Select and equip Trainers. Ensure that Trainers are certified in operational accuracy and that have the ability to train others effectively.
• Create, manage and customize training plans on the experience of each individual Team Member via eTrain
• Work diligently to schedule and complete training
• Test the knowledge and skills of Team Members
• 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

MEASUREMENTS
• Manages restaurant productivity to maintain goal ($60/hr)
o Works with leaders to manage labor schedule
• Manages CEM scores (particularly OVERALL SATISFACTION) to store goal (Top 20%)
• Ensures 100% of team members are assigned a certification or re-certification training template and facilitates/ensures completion
• Maintains a trainer staff in both FOH and BOH
• Takes actions to ensure ROE scores meet restaurant goal (92%)

Job Requirements

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES (KSAS)

• 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-Organized
• Desire to see people learn and grow
• Expert in Operational Excellence (score at least 90% on all certification tests)
• Knowledge in Team Member Development Process (TMDP)
• Familiar with Resources on @CFA use of content