Catering Coordinator Position Description 

Chick-fil-A St. Charles

2020 Zumbehl Rd

Saint Charles, MO 63303

(636) 487-4200

Reports to: Managing Partner; Ethan Werkheiser

Department: Beyond the Restaurant - Chick-fil-A Catering & Delivery

Position Summary

The role of the Catering Coordinator is to oversee Catering, both Pickup and Delivery, in partnership with the Operational Directors and Leaders, to both execute and grow restaurant Catering Sales. The top responsibility is to ensure production meets the demands of the business at all times, meet quality minimum requirements, and prioritize Food Safety. 

Key Expectations

• Lead and support Chick-fil-A St. Charles’ Mission, Vision, and Culture
• Lead and support the focus areas of the “Winning Hearts Everyday Strategy”: Great Food, Fast + Accurate Service, Genuine Hospitality, and Clean/Safe Environment.
• Support and influence the restaurant’s overall operational and financial goals
• Identifying catering opportunities and follow up on opportunities through phone calls, emails and visits to potential catering guests
• Be on the lookout for any trends that need re-training and report this to the FOH and BOH leaders or send out a reminder to the team as appropriate (i.e. lack of the Core Four, shakes over-portioned, poor order accuracy, etc.) 
• Creating and managing a database of Catering Customers
• Train and manage a catering team. Ex: identify who does deliveries, paper goods, collected sales
• Responsible for assisting with leading, and coaching other Team Members to perform at a high-level and must be able to perform at any position in the restaurant and performing tasks according to Pathway or store standards 
• Ensure order accuracy, on-time deliveries, and payment methods 
• Be receptive and accountable to feedback and coaching from your respective Directors
• Monitor catering performance, provide feedback, and implement performance improvement plans as needed
• Ensuring Team Members are delivering a "REMARK”able pickup and/or delivery guest experience
• Following up with guests for feedback and to inquire about their recent experience.
• Provide unforgettable hospitality within and even beyond the four walls of our restaurant

In-Restaurant Responsibility

• Work closely with operations and kitchen staff to ensure the Restaurant has all food and paper goods needed to prepare upcoming catering orders.
• Ensure the catering equipment and catering area in the Restaurant are clean and organized.
• Create and maintain documentation around all Restaurant catering procedures 
• Create a training program for new Shift Leaders, Captains, and Team Members involved in catering.
• Continuously evaluate all Customer experiences, and create a culture of continuous improvement and communicate operational improvement ideas to Operator
• Leads or assists in product sampling events through coordinating communication with General Managers and Community Liaison
• Ensure compliance with all local, state, and federal regulations related to food delivery.
• Promote and enforce both food and road safety protocols for delivery drivers.

In-Community Responsibility

• Be an ambassador for the brand by building relationships with local community members
• Maintain and continue to grow existing catering relationships (e.g., surprise a guest at work with his or her favorite Chick-fil-A menu item, mail a handwritten thank-you note thanking a guest for his or her partnership with Chick-fil-A).
• Distribute marketing materials to potential catering Customers to build awareness of Chick-fil-A Catering
• Effectively execute every catering order with care and excellence
• Support receiving and entering of catering orders into the POS system
• Complete the set-up and preparation for each catering order; boxes, utensils, sauces, TMS bags, etc
• Ensure catering order are tendered upon delivery
• Maintain inventory of catering supplies and inform Kitchen Director of ordering needs
• Inform the Managing Partner of any errors with catering orders
• Implement systems and processes to improve the catering fulfillment process
• Implement strategies to enhance customer retention and satisfaction.
• Collect and analyze customer feedback to continuously improve the delivery experience.

Skill Requirements:

• Attention to Detail
• Exceptional Customer Service
• Organization
• Sense of Urgency
• Confidentiality & Discretion of Personnel Matters
• Consistent Communication between one another as well with the Directors
• Ability to multitask, delegate when appropriate and make decisions quickly
• Knowledge of both ins-store and catering menus
• Observant
• Positive Personality
• Ability to redirect team members as needed
• Open and receptive to constructive criticism for growth
• Reading Comprehension
• Crisis Prevention and Intervention
• Adaptive to Change

Expectations

• Demonstrating genuine hospitality while greeting and establishing rapport with our guests 
• Ability to keep proper records and documentation of sales
• Keeping work station clean and organized to assess all materials
• Answering phone calls with each other to transfer orders, send additional drivers or assist as necessary
• Inputting time-out in a timely fashion to properly look ahead for scheduling
• Assisting with store operations when there is no catering and not within designated administrative hours.
• Providing friendly and attentive service that makes guests feel well taken care of and builds their intent to return
• Walking catering clients through placing their orders; anticipating the needs of their guests 
• Enjoys interacting with other staff and customers 
• Ensuring that products and guests’ experience are consistent with our brand, culture and standard of excellence
• Provide on-going Coaching that fosters the CFA culture and operational excellence
• Staging, assigning or delivering catering creating remarkable guest experiences
• Always strive to hold to Pathway training standards in everything
• No Gossiping 
• Keep private and personnel matters and within Leadership
• Holding other team members accountable when necessary

Value Proposition

Hourly Rate - $19-21/hour

Insurance Coverage - Up to $525/monthly

PTO - 5 days/annually

Commission Bonus - 5% of Catering Sales over designated goal