Front of House Director

Section A: Specific Role Profile

This section covers key information to this specific role as well as a brief description of purpose, responsibilities, and perks.

Role Details

Job Title:

Front of House Director

Primary Location:

Chick-fil-A County Line Road

Team:

Director Team

Responsible to:

Executive Director & Operator

Responsible for:

Hospitality and Customer Experience across Sales Channels

Role Purpose

The Front of House Director is responsible for overseeing the guest experience in all sales channels within the Front of House, ensuring good communication across the team, adherence to Chick-fil-A standards and the execution of a quick but never rushed experience that models Hospitality and Service. They will help a team of Front of House Supervisors, Team Leaders and Team Members, working together to maximize efficiency, effectiveness, and a superior guest experience across the Carry-Out, Dine-In, Third Party Delivery and Catering Pickup sales channels. They should work closely with other Directors, Supervisors and Leaders to accomplish area goals and develop team members into strong leaders. They will also be involved with the ongoing coaching and development of team members and team leaders. They work closely with the training team to make sure the Operators’ vision of hospitality and cleanliness is consistently delivered by all FOH employees.

Role Specific Responsibilities

• Be part of the Leadership Team
• Develop Team Members into Team Leaders, develop Team Leaders into Supervisors
• Utilize and maintain the Winning Hearts Every Day Hospitality Model
• Genuine Hospitality, Fast and Accurate Service, Clean and Safe Environment, Great Food
• Utilize and execute the Making Days Brighter vision and service model
• Coach (and train) the core behaviors of all team leaders and members who work FOH– hustle that creates a surprisingly fast speed of service; execution of systems that ensure a refreshingly clean environment; second mile service that delivers a superior customer experience.
• Execute LEAN strategies across the FOH
• Implement and enhance the FTT Table Talk development system for FOH team members, with assistance from Leadership Team
• Stay up-to-date through CFAHome on all initiatives, POS changes, LT Menu items, etc.
• Communicate regularly and thoroughly with your team about Operational and Hospitality standards
• Involved in training of FOH leaders and supervisors
• Oversee completion of Cares Calls and Survey Responses
• Work minimum 1 night a week
• Open availability outside of essential personal responsibilities

Role Specific Perks

• Personal Development time: One 2-hour block weekly to be used on personal development. This may be reading a book off suggested reading, planning time for FOH, learning a skill related to work, or exploring on CFAhome/Leadwell.
• Eligible for paid Health Insurance (health, dental and vision)
• Eligible for Overtime
• One day of the week off (Not including Sunday)
• Two weeks PTO accrued by pay period

Section B: Generic Role Profile

This section details the expectations and a broad range of responsibilities performed by individuals at this level. This is what we expect from every Director.

Job Title:

Director

Job Purpose:

To be remarkable in restaurant operations

Responsible to:

Director Team & Operator

Job Overview:

Directors are the restaurant leaders who lead the Supervisors and Team Leaders to ensure excellence in all areas. They also sustainably grow the health of the local brand and restaurant.

Role Expectations

• Time Allocation in the Business

o Manager On Duty (MOD) shifts: 45%, or approx 18 hrs

Floating across business to ensure excellence in operations

o Operations Help shifts: 37%, or approx 15 hrs

Flexible hours but available for Ops if the need arises

o Leadership shifts: 13%, or approx 5 hrs

Time working “on” the business rather than “in” the business

o Personal Development shifts: 5%, or approx 2 hrs

Protected time for personal development

• Coaches and Fosters CFA Standards & Culture

o Creates long-term goals for growth with Operator (Strategic Planning)

o Communicates mission, vision and goals to organization and team

o Assesses and coaches food safety & quality regularly (ROE, eRQA’s, SAFE)

O Coaches brand standards (Pathway)

o Coaches positional excellence expectations

o Coaches restaurant cleanliness and safety (Checklists)

o Coaches Team Members on training standards (Pathway)

• Creates Restaurant Culture

o Embodies mission, vision, and values of CFA CLR

o Creates consistency in daily operations, i.e. positive atmosphere, unified teamwork, organized environment, and fast and friendly service

o Provides an example of hospitality

o Provides an example of servant-leadership

o Demonstrates professional leadership across the Restaurant

o Creates communication clarity

• Solves Area Problems and Executes Operational Excellence

o Supports Supervisors and Team Leaders in daily operations

o Checks restaurant communications from CFA, Inc.

o Solves operational hindrances to guest experience

o Coaches Supervisors to coach and develop Team Leaders and own their area

o Drives personal development (LeadWell; Development Manual)

o Involved in weekly/bi-weekly Director meetings

o Conducts weekly/bi-weekly Supervisor meetings or 1-on-1’s

o Conducts Supervisor development as needed

o Analyzes and utilizes customer metrics (CEM; Servicepoint)

o Analyzes daily and weekly data (inFORM Daytrack; HotSchedules)

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.