FOH Operations Manager  

Directly Reports to:                  Executive Director of Operations, FOH Director 

Collaborating Team:            Collaborates with Chief of Staff, Executive Team, Director Team,  FOH Operational Leads 

Provides Leadership to:     DT Lead (AM/PM), FC Lead (AM/PM), Entire FOH/BOH Teams

Schedule Commitment:          38-42 Ops hours, ADMIN hours as needed and approved

Key Characteristics:

• Leads by example in true Winning Hearts Everyday + Core Four
• Embodies the CFAPH Vision “To be our communities place to be refreshed and restored” 
• Embodies the CFAPH Core Values of Trust, Growth, Accountability and Communication
• Self Driven Initiative, problem solver.
• Highly Organized 
• Systems Oriented + Self Driven 
• Servant Leader Mentality

Key Expectations/Responsibilities: 

• FOH Operations Excellence- support FOH operations excellence when scheduled. Primary role to lead FOH team to operational excellence and care. Lead with excellence and care. Support and hold Leadership Team accountable to Ops Excellence daily, based around Winning Hearts Everyday. Communicate moments of success and opportunity. Coach on the spot with care and understanding. Overall optimal execution of DT, FC and all third party sales channels. Consistently provide innovative ways to streamline service. 
• CEM- Review and have full understanding of CEM. Identify trends of success + opportunity. Work with the FOH Director to bring an action plan for maintaining restaurant goals. 
• CARES - Review Cares weekly, work with HR to match comments/ recovery to CEM results. 
• Development -Intentionally develop and work along side with DT and FC Team Leads. Identify and develop additional FOH operational leaders. Support and meet with your line of leaders as needed. 
• Food Safety - ensure a clean and food safe environment.  Support Director Team  in providing and Clean + Safe Environment for our team and guests.
• Jolt Support/Facilities- Support  FOH Jolt assessment, adjustment, completion and success of FOH Jolt checklists. Work with facilities manager/lead, inventory lead to stay current here.
• Training - Support all training initiatives with the Leadership Team. Provide direct feedback on areas of opportunity and success.

Miscellaneous Administrative:

> Leadership Assessment Walk Thru Support, work with FOH director here.

> Weekly Food quality ERQA (look at calendar) 

> Weekly food safety ERQA

Vision/Core Values 

• Lead with Purpose and intention while modeling and building teams based around CFPH Core Values: Trust, Communication, Growth and Accountability.
• Accountable to supporting  the Growth and Development of the Manager, Team Leads, Trainers and Team Members. 
• Embody & share the CFAPH vision... To be our communities favorite place to be refreshed and restored with the team. 
• Fully represent, understand, engage and communicate the  Chick-fil-A Vision, Values, & Corporate Purpose to become the World’s Most Caring Company through Winning Hearts Everyday.

Teams

• DAILY accountability alongside the Leadership Team (ED, Manager and Team Leads) on daily action plan, day part success and overcoming areas of opportunity. Strategically support/plan, adjust in the moment and follow up with success and opportunities here. Be a Master of successful CFAPH Operations and be able to train your teams at a high level. Are we set up for Winning Hearts Everyday? 
• Enthusiastically and passionately support the Operational team including IPOS, Cockpit, Front Counter, 3rd Party Ordering, Mobile Channels and Dining Room delivering a remarkable dining experience for all guests.
• Identify up and coming leaders in both FOH/BOH and ReMARKable Team Members to develop a Training + Growth Plan for them.
• Support Entire Leadership Team with accountability and adherence to all CFAPH Handbook on policies and procedures.
• Work daily with and communicate with the Executive Director of Ops in support of all Operational Leadership and Metrics initiatives. 
• Communicate + Seek guidance on areas of opportunity within the Executive Team. Collaborate ways to consistently challenge and grow internally. 

Department Meetings:

FOH Meeting: Monthly

Leadership Meeting: (quarterly)

1:1 Commitment

Weekly: DT Leads, FC Leads, FOH Director 

Bi-Weekly: Training Director, Facilities Lead 

Monthly: Chief of Staff, Executive Director, Facilities Director   

 as needed: additional team leads

Metrics + Stewardship/Scorecard

• Support consistent goal driven growth in Productivity Rate through training + cross-training  and accountability of team members.
• Support the ED Team on current TOP 3 areas of opportunity.
• Support FOH Leadership supports and is actively engaged in reaching and maintaining a FOOD Safety Score of “good” or better. 
• Support good stewardship of facilities through proper training in cleaning & care of equipment.
• Certified in all Pathway. Aware of all proper and best practices of each position. Be able to coach on the spot on success/opportunities.
• Understand, Coach and Support  proper FOH staffing levels based on training success, productivity and sales goals.
• Overall understanding of positions in Back of House, Food Cost gaps, Facilities basics, etc. 

SCORECARD: Weekly meeting

PROFIT: 13.5% by end of 2024

Productivity Goal: $83 daily average

Sales: 9.6 million by end of 2024

CEM Score: Top 20% (see 2024 goals)

Deloitte: 95% +

Food Safety: Good +