Hospitality Director $65,000

Hospitality Director Key Objectives:

• Primarily responsible for leading Hospitality and Customer Service efforts in the restaurant and supporting wherever needed in Front of House Operations
• Partner with Front of House Director to ensure Chick-fil-A's Winning Hearts Every Day Strategy is executed on all shifts
• Create systems and processes to drive daily execution of Winning Hearts Every Day Strategy
• Ensure Customer Experience rating ranks in Top 20% of Chain
• Lead guest recovery efforts: (Recover Guests in Restore or Cares and address any opportunities with team) 
• Assist with Front of House Team Member Scheduling and Training as needed

Minimum Scheduling and Eligibility Requirements for Director Position:

• ServSafe Manager Certified 
• Complete Chick-fil-A Hwy 211 & Potranco Director Training, and attend LeaderLaunch Class 
• 100% Completion of assigned Pathway Training Modules
• Attain and continue to pursue high competency in Chick-fil-A’s Operational Requirements, and Chick-fil-A Hwy 211 & Potranco’s Policies & Procedures

Schedule Expectations

• Full-Time Position: Expected to work a total of 48 hours per week, with 90% of time spent working in operations the remaining 10% should be dedicated to job specific tasks or administrative responsibilities related to role and business need
• Expected to be flexible with schedule and maintain Open Availability with limited restrictions (Max of 10 Saturdays off per year)
• Must work a closing shift a minimum of 2-3 nights per week

Key Tasks & Responsibilities:

• Model Chick-fil-A Hwy 211 & Potranco’s Vision and Values with guests and team members
• Support Front of House Director with driving a daily focus and execution of Chick-fil-A’s Operational Requirements and Winning Hearts Every Day Strategy in Front of House
• Drive execution and focus on: Genuine Hospitality,  Fast & Accurate Service, and Clean and Safe Environment
• Serves as a subject matter expert for hospitality, front of house operations, Drive Thru operations, cash management, and Chick-fil-A’s genuine hospitality standards  
• Partner with Front of House Director to set team goals around CEMs and guest experience, share the score visually and celebrate the wins
• Measure Restaurant CEM and Cares performance to identify areas of opportunity for continuous improvement and share with team
• Work in operations daily and support business/team wherever needed (Drive Thru, Register, Order Taking, Drinks, Bagging, Expo, Cash iPad, Server, & Dining Room Host)  
• Track performance of sales, front counter transactions, speed of service, and check average
• Coach team members daily on Chick-fil-A’s Hospitality Model and 2nd Mile Service behaviors and drive daily focus on hospitality with team
• Continually review and train team members & leadership on Chick-fil-A’s Guest Recovery Model/Best Practices for Guest Recovery 
• Partner with Front of House Director to build a leadership bench to accommodate sales growth and expansion in Front of House
• Ensure front of house, dining room, and restrooms are cleaned and organized daily
• Lead and support completion of Front of House Daily, Weekly, and Monthly deep cleaning checklists
• Hold team members’ accountable to guest experience uniform guidelines
• Ensure the parking lot and landscaped areas are clean and free of debris daily
• Support Drive Thru Operations 
• Manage relationships and resolve any issues with 3rd Party vendors (DoorDash, Uber Eats, Postmates, and EzCater)
• Lead special projects and/or captainships assigned by the Owner/Operator
• Address any team member performance opportunities & Policy Handbook Violations
• Ensure all FOH disciplinary actions are consistently enforced & up to standard
• Review all disciplinary actions/issues regarding back of house team members on a weekly basis with Talent Director and Executive Director 
• Inform Operator or Executive Director if additional disciplinary action steps need to be taken with individual team members 

Hospitality Director Scorecard:

• Following CEM Categories rank in Top 20% of Chain: Attentive & Courteous, Order Accuracy, Cleanliness, Overall Satisfaction, & Speed of Service
• Third Party Order Accuracy and Rating 
• Drive Thru Speed of Service: 3:00 mins or less
• Labor Productivity Targets Met
• Maintain organization and visual cleanliness in Front of House: 
• Parking Lot, Bathrooms, Entry Ways, Sidewalks, Dumpster Pad, Drive Thru, Manager Station, Register Areas, Dining Areas, and Windows
• 100% Completion of all FOH Daily, Weekly, and Monthly Cleaning Checklists

Work schedule

• Monday to Friday
• Weekend availability
• 10 hour shift
• 8 hour shift
• Overtime
• Day shift
• Night shift
• Holidays

Supplemental pay

• Bonus pay

Benefits

• Flexible schedule
• Paid time off
• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• Disability insurance
• 401(k) matching
• Referral program
• Paid training