Objective:

The Front of House Director position is considered to be a top leadership position.  This position requires commitment to the vision of the Operator concerning the business direction related to front of house operations and results. Excellent ability to communicate is critical to the role. This position requires an increased emphasis on administrative responsibilities, “soft” leadership skills, and the ability to implement the store vision, mission, & values.

Summary of Expectations:

Food Safety

• Proactively address food safety concerns and ensure the proper systems are in place to maintain an Elite status on the food safety scale
• Educate team on the importance of food safety
• Maintain a clean and safe environment in FOH/BOH/OUTSIDE/DRIVE THRU areas to set the standard for excellence in cleanliness
• Understanding of BOH systems to ensure high quality and safe food is being served

Equip Team Members

• Maintain self-awareness & accountability related to being a top model/example of the core values
• Ensure training procedures/plans are clear, effective, and consistent
• Maintain a safe, healthy, and engaging environment for all team members through ownership of the core values
• Ensure all available resources for a successful shift are available to leadership and team members

Equip Leadership

• Continually develop and coach individuals to ensure the leadership team is constantly growing and thriving
• Assist in the continual development of leadership checklists and training plans
• Provide leaders with necessary resources to best serve our guests 
• Assist in leadership candidacy interviews and their development if/when they have been selected to promote
•  Participate in 1-on-1 feedback/periodic reviews with leadership team along with the assistance of Director of Operations & Chief Vision Officer

Guest Experience

• Ensure all resources and equipment are being utilized and maintained in order to provide guests with an outstanding experience
• Coach leadership team in the proper usage of team members related to their strong points and situating them in positions on their shift
• Use the LENS Model (self assessments, third party assessments, peer perspective, and customer perspective) to maintain our high standard of guest service and to identify areas of opportunity to improve guest experience 
• Understanding of CEM reporting tools to help better understand guest experience with a focus on A.C.E., accuracy, speed, cleanliness, taste, and temperature of food
• Ability to resolve guest complaints via CARES, phone, or in person while utilizing the H.E.A.R.D. model
• Understanding of CARES system via Spotlight and properly handling food safety issues within 24 hours (P1 complaints)

Facilities & Equipment

• Communicate any facilities and equipment issues to the Director of Operations
• Build a professional & productive relationship with vendors and contractors 
• Understanding of who to utilize in the event of maintenance related to facilities and equipment

Financial Performance

• Ensure the team is being faithful stewards to the resources and equipment provided to ensure an outstanding guest experience
• Understanding and execution of meeting food cost and labor expectations
• Provide the leadership team with the knowledge & understanding of the role they play in meeting food cost and labor goals

Staffing

• Ensure all dayparts are properly staffed 
• Understanding of HotSchedules and the tools provided to create a well organized schedule 
• Assist in interviews and choosing candidates who exemplify our core values along with D.O., HR coordinator, and leadership team 
• Understanding of availability requirements and the “bucket” system to determine wages
• Promote environment that retains top talent (retention goal: 64% & turnover goal: 60%)

Organizational Alignment

• Work closely with the Director of Operations and Chief Vision Officer to ensure the vision, mission, and values of the store are being executed. Meet regularly with D.O., C.V.O, BOH Director, and leadership team to facilitate innovation, address opportunities for growth, and communicate all initiatives related to FOH operations.