Director of Hospitality

Description:

Key leader needed to oversee, coach and direct the team in the daily functions of a premium brand restaurant in the continual pursuit of operational

excellence.  Responsible for achieving service and revenue goals as a team while protecting the business. Responsible for creating a positive work culture.  Ensure quality products are prepared to recipes and meet safe food requirements. Maintain cleanliness and unit readiness for serving all guests with honor, dignity and respect.

Qualifications:

• Desire to see business grow and develop Team Members
• Ensure "quick but never rushed service" which surprises and delights customers.
• Protect customer experience by ensuring packaging, food presentation, and quality is top level.
• Develop and implement systems and procedures for counting and maintaining appropriate tracking of cash and change funds.
• Train the team to present food to guests with neatness attractiveness.
• Own and be an advocate for improvement of Customer Experience Monitor scores
• Work in collaboration with Marketing Director to analyze and improve guest counts, average transaction numbers, and suggestive selling techniques for POS.
• Appropriately handle all customer issues and play a positive role in Guest Recovery
• Perform disciplinary action for Team Members who fail to meet CFA standards and maintain documentation.
• Approve the quality of our Opening and Closing procedures with regular walk-through assessments.
• Complete all professional trainings assigned.
• Prepare safe, quality products and obtain ServSafe certifications.
• Provide outstanding customer service and effectively handle difficult situations
• Exhibit great communication skills and satisfactory computer skills.
• Be a strategic thinker who is goal-oriented and able to coach others well.
• Exhibit character qualities of maturity, dependability, positivity, and care.
• Be proactive and have the ability to make efficient, effective decisions.
• Research, communicate, and translate restaurant statistics and trends.
• Constantly develop higher leadership skills by staying current on training, learning modules, and procedural changes.
• Understand the fundamentals of all restaurant roles.
• Have open availability based on needs of the business, including: nights, weekends, and holidays (40-45hr/wk)

Operations:

• Ensure all Team Members are in proper uniform and positions
• Enforce all unit policies and procedures
• Perform all team member responsibilities, including opening and closing as needed.
• Ensure training program is executed well and seek additional opportunities to train and develop others to reach their goals.
• Create ongoing, daily relationships with other Directors, working together to ensure all parts of the business are fully aligned.
• Focus on the cleanliness of our Dining Room, Kitchen, and Equipment.
• Oversee and own the quality of all food served.
• Create and track systems to eliminate waste of food.
• Perform regular eRQA walks, correcting issues and communicating to leadership team.

Quality Expectations:

• Learn, teach, demonstrate, and follow-up on the standard of Chick-fil-A's customer service model - Core 4, Operational Excellence, Second Mile Service, Recipe for Service, and the Raving Fan Strategy.
• Lead by example, holding self to the same high expectation.
• Review accuracy, cleanliness, and speed of service with leaders.
• Provide team members encouragement and track their performance over time. Provide public praise in a creative manner.
• Demonstrate ownership by constantly communicating and coaching on controlling food and labor costs.

Systems:

• Be intentional in daily goal setting and performance feedback to all team members and leaders on Chick-fil-A process and procedures.
• Understand the elements of labor cost while making daily decisions that positively impact these areas of business by eliminating labor cost gap.
• Ensure food production areas are always clean and organized by creating and implementing a cleanliness/maintenance schedule.
• Ensure restaurant vision is integrated in all aspects of Front and Back of House areas.
• Oversee transition from lunch day part team to dinner day part team so it runs smoothly and without issue. Work with AM and PM teams to ensure seamless transitions.
• Develop leaders in such a way that they are operating as a motivated, high-performance team that embodies the vision of the business.
• Work with Operator to ensure restaurant Vision is carried through to all aspects of the business
• Work with leaders to ensure service maintains excellent standards at all hours of the day.
• Ensure quality team has product to support suggestive selling initiative
• Ensure the marketing team has their products prepared to support sampling, promotions, give-aways, etc.
• ensure to appropriately handle all customer issues and play a positive role in customer recovery.
• Advocate for regular team member training and development.

Administrative Duties:

• Work with other Directors and leaders to set goals for the business.
• Participate in weekly meetings with Directors and leaders
• Lead our weekly Manager Meeting

Success Factors and Matching Measurements:

• Remarkable Service given to guests all day, every day.
• Front of House Managers and led and supported well.
• Other Team Members develop the capability of assuming your responsibilities as needed
• Customer Remarks are positive, and scores reflect a level of excellence consistent with the CFA brand.

Working at a Chick-fil-A® restaurant is more than a job – it’s an opportunity for teamwork and leadership development in a positive, people-focused environment. Most Chick-fil-A restaurants are locally owned and operated by independent, franchised Operators who invest in the future of their Team Members and give back to their communities.

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