The Opening Operations Leader is a restaurant leader who is responsible for service, opening standards, and hospitality. In this role, you oversee all things AM and Lunch. Ensure that Recipe for Service and 2nd Mile Service are happening consistently, so every guest feels cared for. Equipping the team to be professional while “Wear the Red” and grow in their development for years to come is the main objective. You are responsible for the guest and team experience for the entire store. 45 hours per week is the minimum expectation to be able to be at this location. Additional hours may be needed at times for training, development, call ins, or team events.

Objectives:

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  Be viewed equal to other restaurant leaders
• Meet regularly with Restaurant Leadership Team and collaborate on restaurant goals.
• Be an ambassador for overall store mission and purpose.
• Maintain excellence in character with Chick-fil-A’s vision and values.
• Diligently seek to maintain the unity of the leadership and team members.

Team Management

Management Objectives for FOH:

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  Ensure proper management and documentation of all daily FOH systems and guidelines.
• Schedule: Works with HR Director to ensure proper coverage and productivity.
• Quarterly Orientations: Schedule detailed review on needed FOH team training and development. (Sunday afternoons)
• Daily Shift Huddles: Focus on development, encouragement, quality, cleanliness and tasks.
• Jolt: Complete execution to Chick-fil-A standards and input/tracking of all necessary metrics and tasks (cleanliness, checklists, shift checklists, dining room, etc.)
• Safety and Security: Knows, executes and trains best behaviors within Chick-fil-A standards of safety and security.
• Develops and implements a comprehensive business plan (Due December 1st each year and given to the Operator).
• Emotional Connections Marketing: Fully execute FOH ECM initiatives (stickers, suckers, backstage tours, tray promotions, intentional acts of kindness, etc.).

Team Development

Development Objectives for FOH:

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  Develops a recruiting plan with the HR Director.
• Execute plans for growth in personal leadership and skill capacity of FOH team members, leaders, and one mentee.
• Creates and execute a 12 month area development plan of systematic and intentional process for developing FOH leadership staff and team members including:

1. Monthly 1 on 1’s with every leader (30 minutes).

2. Regular FOH leader meetings (bi-weekly).

3. Tracking of all FOH Leaders and Team Members training and development on Pathways.

4. Bi-Annual reviews of all FOH Leaders and Team Members (January and July).

• 
  Oversees a culture of regular encouragement for FOH team members.
• Orientation, refresh, and professional training of all team members.

Team Standards

“Raving Fan Strategy” – Seek and pursue innovative ways to create remarkable experiences through the assigned team in the following focuses:

• Refreshingly Clean Environment (Dining Room, Restrooms and Exterior).
• Food Safety Covenant

• 
  Execute Core 4 behaviors.

1. Share a Smile.

2. Create Eye contact.

3. Speak with an enthusiastic tone.

4. Stay Connected to make it personal.

• Make Emotional connections with Guests (Every Team Member – Every Day).
• Activate 2MS strategy: Microbursts of Hospitality

Ø Genuine: Serve from the heart to show honor, dignity, and respect.

a) Guests are immediately known.

b) Guests are shown intentional acts of kindness.

c) Guests are thanked for visiting our restaurant

Ø Proactive: Take the initiative as you anticipate needs (Refresh beverages, clear trays, carry large orders).

Ø Personal: Make connections to create fond memories.

a) Meaningfully connect with every child.

b) Encourage every guest.

c) Error on the side of generosity.

d) Capitalize on “Clickable” moments.

• Read the Guests correctly (Use the Mood Meter).
• Keep going faster (Speed under control).
• Monitor profitability: Food Gap <.5%; Productivity < 60.
• Receive ROE quarterly report and diagnose areas for improvement (95% in all FOH metrics).
• Monthly CEM report and diagnose areas for improvement (Top 10% in all FOH metrics).
• Monthly Hospitality Assessments.

REQUIREMENTS

In our kitchens, we focus on fresh and simple ingredients. And we always have. Since the beginning, we've served chicken that is whole breast meat, with no added fillers or hormones, and we bread it by hand in our restaurants. Produce is delivered fresh to our kitchens several times a week. Salads are chopped and prepared fresh throughout the day. Whole lemons are freshly squeezed in our restaurants and combined with pure cane sugar and water (yep, that’s all) to make Chick-fil-A Lemonade®. It may not be the easy way, but it's the only way we know.