Hospitality Director Key Objectives:
- Primarily responsible for leading Hospitality and Customer Service efforts in the restaurant and supporting wherever needed in Front of House Operations
- Partner with Front of House Director to ensure Chick-fil-A's Winning Hearts Every Day Strategy is executed on all shifts
- Create systems and processes to drive daily execution of Winning Hearts Every Day Strategy
- Ensure Customer Experience rating ranks in Top 20% of Chain
- Lead guest recovery efforts: (Recover Guests in Restore or Cares and address any opportunities with team)
- Assist with Front of House Team Member Scheduling and Training as needed
Minimum Scheduling and Eligibility Requirements for Director Position:
- ServSafe Manager Certified
- Complete Chick-fil-A Hwy 211 & Potranco Director Training, and attend LeaderLaunch Class
- 100% Completion of assigned Pathway Training Modules
- Attain and continue to pursue high competency in Chick-fil-A’s Operational Requirements, and Chick-fil-A Hwy 211 & Potranco’s Policies & Procedures
Schedule Expectations
- Full-Time Position: Expected to work a total of 48 hours per week, with 90% of time spent working in operations the remaining 10% should be dedicated to job specific tasks or administrative responsibilities related to role and business need
- Expected to be flexible with schedule and maintain Open Availability with limited restrictions (Max of 10 Saturdays off per year)
- Must work a closing shift a minimum of 2-3 nights per week
Key Tasks & Responsibilities:
- Model Chick-fil-A Hwy 211 & Potranco’s Vision and Values with guests and team members
- Support Front of House Director with driving a daily focus and execution of Chick-fil-A’s Operational Requirements and Winning Hearts Every Day Strategy in Front of House
- Drive execution and focus on: Genuine Hospitality, Fast & Accurate Service, and Clean and Safe Environment
- Serves as a subject matter expert for hospitality, front of house operations, Drive Thru operations, cash management, and Chick-fil-A’s genuine hospitality standards
- Partner with Front of House Director to set team goals around CEMs and guest experience, share the score visually and celebrate the wins
- Measure Restaurant CEM and Cares performance to identify areas of opportunity for continuous improvement and share with team
- Work in operations daily and support business/team wherever needed (Drive Thru, Register, Order Taking, Drinks, Bagging, Expo, Cash iPad, Server, & Dining Room Host)
- Track performance of sales, front counter transactions, speed of service, and check average
- Coach team members daily on Chick-fil-A’s Hospitality Model and 2nd Mile Service behaviors and drive daily focus on hospitality with team
- Continually review and train team members & leadership on Chick-fil-A’s Guest Recovery Model/Best Practices for Guest Recovery
- Partner with Front of House Director to build a leadership bench to accommodate sales growth and expansion in Front of House
- Ensure front of house, dining room, and restrooms are cleaned and organized daily
- Lead and support completion of Front of House Daily, Weekly, and Monthly deep cleaning checklists
- Hold team members’ accountable to guest experience uniform guidelines
- Ensure the parking lot and landscaped areas are clean and free of debris daily
- Support Drive Thru Operations
- Manage relationships and resolve any issues with 3rd Party vendors (DoorDash, Uber Eats, Postmates, and EzCater)
- Lead special projects and/or captainships assigned by the Owner/Operator
- Address any team member performance opportunities & Policy Handbook Violations
- Ensure all FOH disciplinary actions are consistently enforced & up to standard
- Review all disciplinary actions/issues regarding back of house team members on a weekly basis with Talent Director and Executive Director
- Inform Operator or Executive Director if additional disciplinary action steps need to be taken with individual team members
Hospitality Director Scorecard:
- Following CEM Categories rank in Top 20% of Chain: Attentive & Courteous, Order Accuracy, Cleanliness, Overall Satisfaction, & Speed of Service
- Third Party Order Accuracy and Rating
- Drive Thru Speed of Service: 3:00 mins or less
- Labor Productivity Targets Met
- Maintain organization and visual cleanliness in Front of House:
- Parking Lot, Bathrooms, Entry Ways, Sidewalks, Dumpster Pad, Drive Thru, Manager Station, Register Areas, Dining Areas, and Windows
- 100% Completion of all FOH Daily, Weekly, and Monthly Cleaning Checklists
Work schedule
- Monday to Friday
- Weekend availability
- 10 hour shift
- 8 hour shift
- Overtime
- Day shift
- Night shift
- Holidays
Supplemental pay
- Bonus pay
Benefits
- Flexible schedule
- Paid time off
- Health insurance
- Dental insurance
- Vision insurance
- Life insurance
- Disability insurance
- 401(k) matching
- Referral program
- Paid training