Job Description

Director of Restaurant Operations

Our  Identity: 

We are a seasoned, multi-unit organization with a deep bench of senior leaders. We are a professional environment that develops leaders and strives to create a positive as well as enriching culture. We show appreciation to our team through competitive benefits, team celebrations, and sharing wins together. We are looking for leaders who love to teach, coach, drive, and encourage their team through active participation as well as creativity.

Chick-fil-A stands as a premium, nationally recognized brand, celebrated for its commitment to excellence in customer service. At Chick-fil-A Greenwood, we aim to spread joy and inspire a more caring world through our remarkable food and service. We are deeply invested in positively impacting our community and fostering collective growth. 

Benefits:

For Full-Time Positions: Access to Medical & Life Insurance Plans.

Competitive Pay: Enjoy flexible hours, being closed on Sundays.

Educational Support: Benefit from college scholarship opportunities and tuition discounts.

Career Growth: We prioritize internal promotions and offer numerous advancement opportunities.

Employee Perks: Receive generous meal benefits and discounts. 401K for qualified employees.

Summary:

The Director of Restaurant Operations assists and supports the Senior Director of Restaurant Operations in the responsibility and accountability for leading, managing, and directing the daily operations of our FSR restaurant under the oversight and advisement of the Executive Director Team and Owner/Operator ultimately. Under the direction or in the absence of the Senior Director of Restaurant Operations the Director fulfills his/her responsibilities and obligations in operating the FSR restaurant. Likewise, the Director of Restaurant Operations is responsible for meeting our Chick-fil-A’s Operational Requirements and achieving our customer service, sales, profit, and growth objectives as set by the Executive Directors and the Owner/Operator. 

Our Directors of Restaurant Operations are committed to accomplishing our mission to exceed our customers’ expectations and “showcase” excellence by delivering “Remark”able food, service, and environments and our vision to be a positive influence in the lives of our team members, our customers and in our community. They are pursuing our shared-vision with Chick-fil-A vision “To Be the Most Caring Company in the World”. And they are driven to lead the Chick-fil-A Brand in the Midwest in key metrics of sales growth, customer satisfaction, food safety and quality, team member retention, productivity, profitability, and community care.

Qualifications

• At least 18 years of age
• 2 years of prior management or leadership experience required
• Full-time 30 hrs + per week (30% Coverage of restaurant hours, 30 hours in-store, 10 hours admin)
• Open availability and agreeable to work multiple Saturdays per month as needed
• Open availability and agreeable to work multiple Opening and Closing Shifts each week as needed

• Completed & passed all Basic Team Member Courses in Pathway 
• Working knowledge of the Chick-fil-A Service & Marketing Models & Strategies: ie. “Winning Hearts Every Day”
• Working knowledge of Chick-fil-A Tools and Software: ie. @Chick-fil-A, Pathway, CFA One, CFA Now
• Working knowledge of business platforms ie, GoogleSuite, Hotschedules, Slack
• Working knowledge of scheduling, payroll, ordering, inventory management & reporting, and vendor payment

• Must be willing to adhere to our Policy Handbook, SERVE Model, ASPYRE ideals, and Civility Code
• Must be Serv-Safe certified and current
• Must be willing to attend scheduled meetings 
• Must be willing to attend training & business meetings and conferences locally, regionally, and nationally
• Must be willing to work inside and outside of the restaurant during shift
• Must be able to lift up to 30 pounds 
• Must be able to stand on your feet for the duration of your shift

Lead and direct the restaurant teams and team members as directed by the Senior Director to: 

• Deliver “Remark”able experiences for our customers and team members
• Grow sales increasingly monthly and annually
• Improve Customer Overall Satisfaction monthly and annually
• Improve profitability, productivity, and shrinking costs gaps monthly and annually
• Improve working relationships and teamwork
• Meet and maintain all food safety and cleanliness procedures (defined by Chick-fil-A & local health department)
• Meet and maintain all food quality procedures/standards (defined by Chick-fil-A and local health department)
• Meet and maintain Safety and Security procedures/standards (defined by Chick-fil-A, federal, state, and local governing authorities)
• Meet and adhere to all labor laws, anti-discrimination laws, and labor practice policies
• Meet all Chick-fil-A operational requirements and standards 
• Achieve monthly and annual goals as set by or/and in collaboration with Executive Team AND measure and communicate progress with the appropriate teams

*KEY MEASUREMENT Tools, Lenses, & Reporting include: CFA Report Galleries, CEM Scores, CARES & customer experience platforms, third-party lenses (SAFE, Deloitte QIV, health department inspection, etc.) internal surveys, and in restaurant observations and checklists

• Oversee and ensure as directed by the Senior Director:
• Payment, cash handling, and reporting are properly managed, monitored, and verified
• Daily operational tasks, checklists, daily Safe Criticals, and reports are completed by end of shift
• Scheduling of team members for restaurant operations for all dayparts and service platforms
• Proper leadership is scheduled and present to supervise all operational shifts and that the restaurant is operating efficiently yet within productivity targets to serve our customers and team members
• Daily plan for the restaurant is set, communicated, and executed as well as all assigned work tasks , checklists, and reports are completed for each shift
• Daily/weekly/monthly operational duties are executed and completed
• Labor laws, anti-discrimination laws, and labor practice policies are being followed and that any violations are being reported, documented, addressed, and resolved properly
• Execution of directives as well as initiatives asked by the Executive Directors, the Executive Team, and/or Owner/Operator as specified for the operations of our restaurants, service to our customers, care for our team members, and growth of our brand.
• Scheduling of operational (in restaurant) leaders and team members
• Ordering and inventory levels are managed and monitored to avoid shortages or excess
• In absence of the Sr. Director prepare the submission of end of the month processes and reports in an accurate, timely, and neat manner
• Restaurant is properly cleaned and organized for safe and efficient daily operations
• Leaders and team members are working together cooperatively & respectfully following our Civility Code
• Goals, targets, & benchmarks are clearly communicated and measured
• Growth and development team members on a regular basis following the processes and programs put in place by ASPYRE LLC
• Recognition and celebration team member and team wins 

Exercises: 

• Good judgment and decision-making
• Collaborative goal setting and engagement
• Support for the Executive Team, Senior Staff, as well as restaurant leaders. 
• Servant-leadership and growth mindset
• Proper process in promotions, re-assignments, terminations, and HR issues 
• Positive manner and hardworking attitude

Exemplify and lead by: 

• CFA values & ASPYRE LLC Handbook
• Leadership Expectations
• “Winning Heart every Day” shared CFA vision 
• SERVE Model
• “ASPYRE” principles
• Civility Code. 

Working towards: 

• Building healthy, result producing teams
• Solving problems and engaging others in solutions
• Creating winning lineups and game plans 
• Coaching and developing team members 
• Innovating and incremental improvements 
• Keeping the restaurant (Guest & Tour Ready) outdoors, customer areas, kitchen areas, office, & storage
• Keeping leaders and team continually current in “need to know” operational information and processes
• Identifying operational issues and delegate problem solving to appropriate leaders for solutions
• Leading effective meetings and huddles
• Pursuing personal and professional development to maintain the effectiveness

Business Organization

Direct Report -- Senior Director of Operations per assigned restaurant 

Internal organization: Owner/Operator > Executive Directors > Senior Director of Restaurant Operations > Director of Restaurant Operations > Assistant Directors of Restaurant Operations > Area Manager > Lead Trainers > Trainers > Team Members

Monthly Key Business Performance Benchmarks:

Productivity $$$, Food % Gap, CEM Scores, Food Safety, Food Quality, Cash Management Risk

Leadership Expectations:

Skills Ability to ...

• Organize and plan work
• Lead and motivate team members to achieve our daily goals and monthly goals
• Anticipate business, customer, and team member needs as well as prepare accordingly
• Build a team and keep them focused on our mission 
• Develop strong and healthy business relationships
• Teach, coach, and train others
• Coach underperformance and manage a positive outcome

Leadership  Committed to …

• Integrity defined as leaning in and doing the right thing and honoring our values and policies
• Professionalism by exhibiting maturity in communication and behavior
• Ownership by taking responsibility for the outcomes and decisions
• Coaching by influencing others to achieve greater performance and outcomes

Attitude A choice to be …

• Enthusiastic by exhibiting a passion for the business and excitement about Chick-fil-A
• A Team Player by enjoying collaborating with others and serving others
• Respectful by showing consideration and appreciation with authority, peers, and trainees.
• Optimistic by representing the brand in a positive and growth-minded way.

Readiness  Prepared to be …

• Proactive by assessing needs and taking the initiative
• Flexible by adjusting quickly to changes and remain calm under pressure
• Efficient by using my time wisely and focusing on results
• Competent by striving for high standards and personal excellence

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