Front of House Director of Operations
Front of House Director of Operations
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1 Vacancy
Job Description
Role
Front of House is your business and you are expected to own it. Front 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 ownership of this role includes identifying critical systems that need to be created or refined 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 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 FOH staffing par levels
- Partnering with HR Director to ensure FOH workforce numbers are sufficient for operational excellence across all dayparts.
- Partnering with HR Director within the hiring process
- Proactively documenting disciplinary issues & coaching conversations with FOH Managers appropriately to ultimately support HR Director.
Leadership Development
- Conduct reoccurring monthly one-on-one coaching sessions with all FOH Managers ensuring:
- Each FOH Manager has a development plan in place and understands what is needed to achieve their next step.
- Each FOH 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 FOH employees working closely with the Leadership Development Manager to ensure mid-level leaders have development plans.
- Partner with HR Director to conduct quarterly audits for all FOH 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 BOH 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 FOH Managers and Team Leaders.
- Responding to FOH employee requests off in a timely manner
- Holding FOH Managers/Coordinators/Team Leads/Captains/Employees & seasonal employees accountable to weekly shift minimums
- Reviewing previous weeks schedule productivity and labor totals to identify wins and areas of opportunities.
FOH Visuals & Dashboards
- Establishing a system for ensuring all FOH 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 FOH position has a positional expectation card clearly posted and up to date meeting visual identity standards.
Food Safety
- Performing weekly audit of Daily Safe Critical manager assessments
- FOH/Dining Room/Property/Storage Cleanliness & Organization
- Develop a schedule for detail cleaning for each piece of equipment
- Develop a schedule for detail cleaning of facilities mentioned above
- Hold all FOH Managers/Coordinators/Team Leads accountable to systems across all dayparts to cleanliness & organization standards
Inventory & Product Accountability
- Ensuring FOH Managers are conducting weekly inventory spot checks
- Ensuring FOH Managers systematically understand & participate in Month End Inventory counting process.
Gap Analysis & Strategic Planning
- Weekly audit & gap analysis of specific Analytics Hub reporting relative my FOH 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 FOH overall reporting to Director Team & Operator on Director following EOS principles
- Weekly auditing of restaurant FOH 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 FOH 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 Operators 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 FOH 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 organizations core values.
- Rewards FOH Management & Team Leads using VSBL who demonstrate:
- Exceptional service to guests or employees specifically guest comments or within leader surveys where employees are mentioned by name.
- Our core values consistently to guests or employees specifically guest comments or within leader surveys where employees are mentioned by name.
Required Experience:
Director
Employment Type
Full-Time
