Reports to Executive Director
Top 4 Role Priorities
1. Inspirational leadership and positivity for the team
2. Food Safety/Ecosure visits
3. Take ownership of business results (successes & failures)
4. Track and improve metrics of W.H.E.D Strategy
Core Values:
Honesty & Integrity
Commitment
Pursuit of Excellence
Vision
An Operation Leader supports the Executive Director and the entire team in owning the numbers and results of multiple day parts. The purpose of the Operational Leader role is to constantly measure and improve those things that immediately affect the guest’s experience. The growth aspirations of someone in this role should be great and not limited to a specific role, rather to define their goals and work together with the Executive Director and the Operating Partner to achieve them.
Key Responsibilities
- Assist in the selecting process of new Team Members
- Assist in coaching, training, and supporting all Team Members
- Achieve team goals that are in alignment with Executive Director and overall organizational goals
- Share results and celebrate the wins with the team
- Identify potential leaders and help them develop and grow both operationally and personally
- Communicate effectively, share ideas, and take a positive approach to all situations
- Create a LEAN culture and mindset
- Hold Team Members accountable to all policy standards
- Provide both formal and informal feedback to the team on an ongoing basis
- Ensure disciplinary action is given fairly and consistently
- Ensure we are executing proper procedures in order taking, hospitality behaviors, speed, and accuracy, and provide ongoing feedback to Team Members
- Protect the guest experience by ensuring packaging, food presentation, and quality that meet or exceed Chick-fil-A standards.
- Ensure your day parts consistently and systematically meet cleanliness standards (Front Counter, Dining Room, Rest Rooms, Lot, BOH, etc.)
- Use operational metrics and CEM findings to ensure consistency and quality of products and behaviors. Address areas of improvement immediately. Work with the training team to address problems and create an action list.
- Maintain a culture of Food Safety
- Maintain a clean and organized environment
- Ensure FOH and BOH Inventory is organized properly
- Partner with the training team to execute training and roll-out of new products
- Assess current systems and implement ideas for improvement
- Ensure speed and quality of food to retain guests
- Assist with outside events as needed
- Own food cost results and mitigate food waste
- Own labor percentage and productivity.
- Work with leadership on how to increase productivity, put “aces in their places,” appropriate times to ask for additional support, etc.
- Maintain proper equipment maintenance
- Engage everyone at every level.
Overall Goals:
- CEM Overall Satisfaction score within company top 20% or higher
- QIV 98% or higher
- Food Safety Score 2 or better
- Labor Productivity Rate $98 or better
WORK SCHEDULE AND SECONDARY RESPONSIBILITIES
- Hours are not guaranteed but are predictably assigned based on business needs
- Must be available to work on all shifts and days
- When multiple leaders are scheduled for a shift, this position may have to assume the responsibilities of a regular Team Member.
WORK ENVIRONMENT
The hours of work can be long and the work physically demanding, so Team Members may find the job tiring. The restaurant environment is likely to be noisy and busy,
which can all be stressful. Team Members are on their feet for most of the shift. Operational Leaders will be expected to be available to work all shifts. Team morale and positivity are very important and a part of the Chick-fil-A culture. 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. This Chick-fil-A restaurant is locally owned and operated by an independent, franchised Operator who invests in the future of their Team Members and give back to their community.
