Front of House Director
Front of House Director
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Top 4 Role Priorities
1. Winning Hearts Strategy for all dayparts
1. Fast & Accurate
2. Clean & Safe
3. Genuine Hospitality
4. Great Food
Core Values:
Servant
Leadership
Excellence
Integrity
Diversity
Innovative
Vision
The Director of Customer Experience creates and executes strategies for the systems andfacilities of the restaurant and the safety and quality of the food. The purpose of theQuality and Customer Experience role is to constantly measure and improve those thingswhich immediately affect the guests experience.
People
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 develop and grow both Operationally andRelationally
Communicate effectively share ideas & take a positive approach to all situations Create a LEAN culture and mindset and encourage 2 second improvements to be shareddaily
Hold team members accountable to all policy standards for example timeliness groomingcell phones uniforms etc.
Train and develop Team Members in all areas and systems work with Talent Director forareas of focus.
Provide both formal and informal feedback to team on an ongoing basis
Ensure Talent Director is setting up 30day feedback sessions with New Hires - include theExecutive Director in the meetings
Schedule weekly Ops Lead meetings
Ensure Disciplinary action is given fairly and consistently
Quality & Customer Experience
Ensure we are executing proper procedures in order taking hospitality behaviors speedand accuracy and provide ongoing feedback to TM and Training Director Protect the customer experience by ensuring packaging food presentation and qualitymeets or exceeds Chick-fil-A standards
Ensure all dayparts consistently and systematically meets cleanliness standards (FrontCounter Dining Room Rest Rooms lot BOH etc.)
Execute Lean Chicken Entre at all times
Use RQA ROE and CEM findings to ensure consistency and quality of products andbehaviors. Address areas of improvement immediately. Work with Talent Director toaddress problems and create an action list.
Maintain a Culture of Food Safety
Maintain a clean and organized environment
Ensure FOH and BOH Inventory is organized properly
Partner with Talent Director to execute training and roll-out of new products Assess current systems and implement ideas for improvement
Sales & Brand Growth
Ensure speed and quality of food to retain customers
Work with Sales and Brand Growth Director on execution of catering orders and systems Assist with outside events as needed
Coordinate with Operations Director about Suggestive Selling behaviors with FOH teammembers including upselling to Large New menu items etc
Financial Return
Own Food Cost results for desserts sauces and mitigate food waste
Labor Scheduling own labor percentage and productivity. Train Shift Leaders on LaborScheduling procedures how to increase productivity put aces in their placesappropriate times to send people home etc.
Equipment Repair & Maintenance Utilize Facilities page on @CFA- Ensure FOHequipment maintenance is completed become familiar with process for damagedequipment
Execute LEAN in all areas encouraging continuous improvement. Engage everyone at everylevel.
Success Measurements
Overall Goals: CEM Overall Satisfaction score 65% or higher market level. QIV 97> and FoodSafety Report 2 or lower.
- SOS 3:15 or better
- Labor top 50%
- Cash Shortage <$10
Required Experience:
Director
Employment Type
Full-Time
