Restaurant Team Training Director - Chick-fil-A Ward Parkway

Position Overview:

The Training Director at Chick-fil-A Ward Parkway is a vital leadership role responsible for building and maintaining a high-performing team of trainers who uphold excellence in the "5 Keys to Success": Serving Fresh Food, Quickly & Accurately, in a Clean Restaurant with Great People. This individual will design and execute systems that foster the development and success of trainers and team members while supporting the organization's goals for growth and operational excellence.

Primary Responsibilities:

Recruitment and Onboarding

• Oversee the final interview process, in collaboration with the Hiring Director, including scheduling and conducting interviews.
• Provide wage recommendations for new hires based on the interview assessment.
• Maintain awareness of each team member’s status throughout the hiring process, ensuring timely communication with other restaurant directors regarding paperwork, uniforms, and onboarding tasks.
• Conduct orientation sessions within one week of uniform orders to ensure seamless integration of new hires.

Training Coordination and Scheduling

• Partner with the Scheduler to organize and oversee training for new team members, ongoing team development, and certifications.
• Facilitate introductions between trainers and new hires, ensuring clarity of roles and expectations.

Pod Leadership Program

• Provide monthly focus topics for pod leaders to discuss with their pod members.
• Ensure pod leaders conduct monthly meetings with their assigned team members, maintain meeting records, and follow up on progress.
• Support pod leaders in advancing pod members through certifications and training plans.

Trainer Development

• Conduct monthly feedback sessions with each trainer to evaluate performance and identify opportunities for improvement.
• Gather and implement feedback from trainers to refine training systems and processes.

Performance Reviews

• Coordinate feedback collection from leadership team members to conduct comprehensive 60-day and 6-month performance reviews for all team members.
• Ensure wage adjustments are processed promptly following performance evaluations.

Ongoing Training and Development

• Monitor and track all team member training progress and certifications diligently.
• Assign training opportunities for team members interested in expanding their skills, including areas such as the drive-thru window, iPOS, and bagging.
• Communicate daily training and development plans to trainers and leaders to ensure alignment.

Quarterly Team Training Meetings

• Plan and announce quarterly all-team training meeting dates at least one month in advance.
• Collaborate with trainers and leaders to develop an engaging agenda that maximizes information retention.
• Lead the execution of all-team meetings with the support of trainers and leadership.

Operational Leadership

• Provide operational support during peak service hours (11am–2pm and/or 5–8 pm).
• Schedule meetings and administrative duties around team and guest service priorities to maintain a strong operational presence.

Key Performance Indicators (KPIs):

• Quality of Training Programs: Measured through feedback and team development outcomes.
• Team Retention and Turnover Rates: Ensure a sustainable and engaged workforce.
• Customer Experience Monitor (CEM) Scores: Maintain or exceed the following targets:
• Quick Service: 72%
• Order Accuracy: 96%
• Attentive & Courteous Service: 78%
• Cleanliness: 76%

The Training Director role is a cornerstone of Chick-fil-A Ward Parkway’s commitment to excellence, combining strategic leadership with hands-on operational involvement to foster a culture of growth, development, and service.