Job Description: Front of House Training Lead
Position Overview:
We are seeking a dynamic and dedicated Training Lead specializing in Front of House operations for our Food Service and Hospitality division. The Training Lead will play a vital role in creating and executing comprehensive training programs focused on enhancing customer service, guest experience, and the overall professionalism of our Front of House staff. The ideal candidate will have a proven track record in hospitality, training, and a passion for delivering exceptional service.
Starting Pay: 15.50+ |Full Time & Part Time Employment Status
Responsibilities:
- Training Program Development:
- Collaborate with cross-functional teams to follow the training program tailored to Front of House roles, including Front Counter, Drive Thru, and other customer-facing positions.
- Utilize training materials, resources, and tools that align with company standards and service excellence. Including but not limited to: VSBL, Pathway 2.0, Slack, Audits, Trello, and Evaluations
- Update training materials, resources, and tools that align with company standards and service excellence. Including but not limited to: VSBL, Pathway 2.0, Slack, Audits, and Evaluations
- Training Delivery:
- Conduct engaging and interactive training sessions for Front of House staff, both new hires and ongoing skill development through the Demonstrate, Imitate, & Repeat Method
- Implement a variety of training techniques such as role-playing, scenario-based learning, and on-the-job training to ensure practical application of skills.
- Utilize technology and multimedia tools to enhance training delivery and engagement.
- Customer Service Excellence:
- Instill a culture of exceptional customer service by emphasizing Chick-fil-A's Hospitality Model. Including Customer Service communication (Tone) , problem-solving (HEARD Model) and anticipating guest needs.
- Train “First Mile Service, Second Mile Service, and The Little Things”
- Train staff in effective communication techniques, active listening, and conflict resolution to handle various guest interactions.
- Menu Knowledge and Upselling:
- Equip Front of House staff with in-depth knowledge of menu items, ingredients, and preparation methods to provide informed recommendations to guests.
- Train employees in upselling techniques to enhance guest experience and increase revenue.
- Professionalism and Presentation:
- Review and follow training modules focusing on grooming standards, uniform presentation, and etiquette to ensure staff project a professional image.
- Foster a sense of pride and ownership in the Front of House team's appearance and behavior.
- Performance Assessment:
- Follow assessment tools to evaluate the effectiveness of training initiatives and measure Team Members's grasp of concepts.
- Provide constructive feedback and coaching to individuals and teams to drive continuous improvement directly to the individual and to the leadership team in slack.
- Collaboration and Adaptation:
- Collaborate closely with Front of House Leadership Team to identify skill gaps, training needs, and areas for improvement.
- Adapt training programs based on changing guest preferences, seasonal variations, and industry trends.
- Compliance and Safety:
- Ensure all training content aligns with health, safety, and sanitation regulations applicable to food service establishments.
- Documentation and Reporting:
- Maintain accurate records of training sessions, attendance, and assessment results
- Generate regular reports on the impact of training efforts and areas for ongoing enhancement.
Qualifications:
- Substantial experience in Front of House roles within the food service and hospitality industry.
- Proven track record in training and development, with a strong focus on customer service and guest experience.
- Excellent interpersonal, communication, and presentation skills to connect with diverse learners.
- Familiarity with modern training methodologies, instructional design, and technology-enabled training solutions.
- Strong organizational skills to manage multiple training initiatives effectively.
- Leadership qualities to inspire and lead Front of House teams towards service excellence.
- Ability to adapt training programs to accommodate changing business dynamics and industry trends.
Attributes:
- Leadership: Ability to inspire and lead a diverse team while maintaining a positive and collaborative environment.
- Customer-Centric: Dedication to exceeding guest expectations and creating memorable experiences.
- Organizational Skills: Effective at managing multiple tasks, prioritizing, and delegating responsibilities.
- Attention to Detail: Commitment to maintaining high-quality service and cleanliness standards.
- Adaptability: Willingness to adjust strategies and approaches based on ever changing team member needs, guest needs and market trends.
Schedule and Work Location:
- Monday through Saturday on site at Chick-fil-A Beltway 8 & Hammerly
- Minimum Requirement for Leadership: Three 8 hour shifts
- Up to 40 hours maintaining training, operations, systems and processes, and people development
- Flexibility to engage with daytime and nighttime teams as needed to fulfill your goals for the talent team
Benefits:
- 401(k)+ 401K Matching
- Optional Dental & Vision Insurance
- Employee assistance program
- Health Insurance Benefits & Coverage of Benefits
- Paid time off
- Daily Complimentary Meals at Chick-fil-A Beltway 8 & Hammerly
- equaling closely to about 3,000.00 a year
This job description is a summary of the primary duties and responsibilities of the job and position. It is not intended to be a comprehensive or all-inclusive listing of duties and responsibilities. Contents are subject to change at management’s discretion. Chick-fil-A Beltway 8 & Hammerly is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, disability status, protected veteran status, or any other characteristic protected by law.