PRIMARY OBJECTIVES
- Own the development and growth of systems that ensure a “Quick, Accurate, but Never Rushed” experience for each guest.
- Cultivate and maintain an atmosphere that positively influences the team and guests that come into contact with Chick-fil-A.
- Create and maintain systems that consistently set the highest standard of product quality.
- Foster a strong Food Safety culture throughout the restaurant.
EXHIBIT OUR MISSION AND VALUES
Develop caring leaders that serve excellent food with hustle and heart
- Excellence - We achieve the highest level of quality in everything we do and have a relentless drive to move our business forward.
- Integrity - We are committed to doing the right thing, no matter what.
- Responsibility - We show up to work ready, steward resources and minimize waste
- Growth - We are open-minded to new ideas, value coaching and personal development and know we never graduate from the basics.
- Teamwork - We value team unity by having open and honest discussions, and we respect each other, even when we disagree.
- Hustle - We take action and move with urgency and purpose.
- Hospitality - We commit to the guest being our #1 priority no matter what. We serve from the heart and strive for them to feel immediately known. We take the initiative to anticipate their needs.
FOLLOW OUR RULES OF ENGAGEMENT
- Assume positive intent
- Share needed information vs complaining
- Tone of voice and non-verbal’s are respectful (caution when using sarcasm)
- Treat each other how you want to be treated
- Tell the truth and don't get offended when others share feedback
- Zero gossip-tell the person who needs to hear the information and leave out the others
- Choose private locations for sensitive conversations, not in front of the team or guests
- Never be threatened by the success of others, rather celebrate the wins of those around you
- Do not blame others, but take ownership
REPORTS TO: Operator
DIRECTLY LEADS: Team Leaders & Supervisors
KEY TASKS & RESPONSIBILITIES
- Execution of systems that creates a REMARKable experience for each guest.
- Vigilant attention to the organization and appearance of the restaurant.
- Manages the equipment repair and maintenance schedule.
- Maintains a rigorous cleaning schedule for restaurant and equipment (Some Sundays for deep cleaning).
- Ensuring SAFE Daily Critical is completed two times daily
- Serves as a strategic partner on the Executive Leadership Team and attends the weekly executive team meeting; delivers reports on completed assessments and plans to address areas of opportunity.
- Facilitating all training in the restaurant, including the upkeep and follow-through of the restaurant training plan.
- Following and adhering to state labor laws, and monitoring daily hours used.
- Building a talent pipeline within the team, recognizing and developing individuals with leadership potential.
- Aligning daily practices of Back of House with Front of House and with the vision and values of the business.
- Monitors every shift (Opening, Closing) at least once weekly.
- Follows up on eRQA, SAFE, and Health Inspection findings and implements the necessary changes.
- Continuously trains and evaluates all Supervisors.
- Creates a "Continuous Improvement" culture in the restaurant (No Shortcuts).
- Partners with the Training Director to create an implementation plan for new product rollouts.
- Visits other CFA restaurants for the purpose of implementing new ideas for continued restaurant growth.
- Communicates and achieves all yearly goals in the operations section(s) of the business plan.
- Holds Supervisors (D/T and Inside Dining) accountable for completing all operations systems daily.
- Assists Supervisors in whatever they need to be able to run their shift with the least amount of stress possible.
BEHAVIORAL EXPECTATIONS
- Be able to multitask and see the “big picture” while on shift.
- Enthusiastically and passionately lead the team.
- Represent the brand of Chick-fil-A in a positive manner at all times.
- Set an example for all employees on how business should be conducted through attitude, procedure, appearance, guest interaction, and performance.
- Display a professional appearance and posture at all times.
- Coach effectively, proactively, and consistently.
- Be committed to consistently Showing Ownership, Adhering to Brand Standards, Taking Initiative, and Communicating Clearly.
KEY PERFORMANCE INDICATORS
- Food Safety Score
- Quality Improvement Visit Score
- SAFE Daily Critical Completion Percentage
- Local Health Department Sanitation Grade
- Target Food Cost Report
- Drive-Thru Experience composite ranking
- CEM Scores in Fast Service, Attentive & Courteous, and Cleanliness
- Benchmark Productivity Report