Director of Restaurant Operations

Full Job Description {#jobDescriptionTitle} Director of Restaurant Operations ** Role Summary The Director of Operations serves as the leader of the High Performance Leadership Team (HPLT) and is primarily positioned in theFront of House, although this role requires operational expertise in all BOH duties as well. This leader works in conjunction with Directors of both FOH and BOH to ensure that all operational areas are working in tandem to achieve our strategic goals. Primarily responsible for operational decisions & planning regarding all things front counter, dining room & guest satisfaction of inside interactions, the Director of Operations provides leadership in every aspect of the restaurant and retains overall responsibility for operational performance to ensure our "Winning Hearts Every Day" strategy is met all day every day throughout the restaurant. This individual must have a passion for service, people, and Operational Excellence. The Director of Operations works in tandem with other Directors and leaders to ensure training and process standards are implemented to maintain Chick-fil-A's world class service. This leader is a key resource to introduce and implement systems and best practices learned from Chick-fil-A trainings and other stores in the area on customer service and Operational Excellence; always ensuring that the mission statement of the restaurant (To serve quality food in a fast, clean, and friendly environment while enriching the lives of our guests through genuine care) is being lived out. ** This Director reports to the Operator. Vision - Develop Business Plan for the year with the Operator defining measurable goals and a plan to reach them regarding hospitality, front counter operations, sales goals, and cleanliness scores. - Facilitate weekly Director meetings and sit in on FOH & BOH Leadership team meetings biweekly - Embody & cast Operator's vision, mission, and values to our team - Embody & cast Chick-fil-A's Corporate Purpose to our team People - Continuously coach your team o Coordinate and lead meetings with FOH Directors and Team Leaders to provide direction, evaluate performance and foster synergy within the FOH team. - Delegate responsibilities to junior leaders and high performing team members to help grow the team and the business. - Collaborate with other Directors on how the FOH supports the overall vision and growth plan of the restaurant and other aspects of the business including Kitchen and Drive Thru - Hold your team accountable for their responsibilities and enforce standards - Complete evaluations for all leaders and team members on your team on schedule (30:60:90:90) - Coach the behaviors of all Managers, Team Leaders and Team Members who work in the FOH. Those behaviors include but are not limited to: o Sense of urgency that creates surprisingly fast speed of service o Attention to detail that ensures a refreshingly clean environment o Execution of systems that ensure a consistent quality experience o Maintaining a work environment that ensures and promotes food safety o Vigilant attention to the organization and appearance of the FOH - Partner with the Director of Training & Talent to recruit & select Hospitality Professionals and identify training areas of opportunity in the FOH. - Complete and distribute the two-week schedule on time (no later than Friday's at 6 pm) - Serves as the primary point of contact with visiting Operators and leadership teams. - Promotes unity among all team members and leadership through effective and timely communicates vision, events, key elements of business plan, etc. to the team. - Maintains healthy relationships with all levels of leadership. Quality & Customer Experience - Ensure all Chick-fil-A provided systems, pro esses and standards are in place to deliver Crave-able food, in a timely manner, that always meet Chick-fil-A quality requirements - Lead and oversee all aspects of quality and guest experience, ensuring that 2nd mile Service is delivered all day, every day - measured by CEM's - Maintain rigorous cleaning schedule for FOH and play area and enforce it - Ensure all shifts are completing checklists & following systems & procedures put into place for Operational Excellence - Time block your schedule to hit all areas of Operations every day (Kitchen, Drive Thru, Front Counter, Dining Room and Facilities) - Open and Close the restaurant at least 1 day per week to be informed on all aspects of restaurant operations - Enforce commitment to excellence in the FOH -- no shortcuts - Cultivate a Food Safety Culture - Ensure the FOH and Dining Room is always clean and organization - Complete all designated Chick-fil-A Pathway materials on Front of House operations and restaurant administrative functions with an 80% passing score - Review eRQA and Safe Daily Critical with Kitchen Director weekly and develop action plan - Ensure eRQA for the FOH is performed daily and review results with FOH leadership weekly - Update POP and new materials as they arrive from the Support Center Sales & Brand Growth - Post and reiterate all Sales numbers and goals - Ensure appropriate Suggestive Selling is taking place offering rewards, as needed, to help encourage team - Create a competitive, enthusiastic, & positive culture towards reaching sales goals - Work in tandem with other Directors on catering & community events to ensure REMARKable experiences for all guests and clients - Stay up to date on all roll-outs & promotional items Financial Stewardship - Drives financial performance and provides feedback to leadership and suggest operational actions required to achieve financial targets - Strategizes with the Kitchen Director to monitor food cost and manage waste - Complete End of Month Package with Operator - Compare sales & costs to previous year and project & plan for coming months/year ** Performance Goals** - Profit: 14% - Labor: Top 33% - Food cost gap: < $3,500 - CFA One: #1 in DMA Market in overall percentage of sales - CEM scores: o Overall Satisfaction -- 75% after 6 months o Order Accuracy -- Top 20% quarterly o Attentive and Courteous -- Top 20% quarterly o Cleanliness -- Top 20% quarterly o Fast Service -- 72% after 6 months - Restaurant achieves 90% score on Steritech visits and 100% score on Health Department visits - Foster an environment of excellence, accountability, trust and dignity in the Front of <