Position Overview
The FOH Director at Chick-fil-A is responsible for delivering operational excellence and industry-leading hospitality in the restaurant’s Front of House, consistently meeting or exceeding goals established by the Operator. This leadership role demands a commitment to operational efficiency, team development, and the customer experience to ensure every guest is served with excellence and care.
The FOH Director must successfully balance three critical priorities: The Guest Experience, Team Member Engagement, and Business Health. This position requires a strategic leader capable of managing a high-volume environment through a disciplined leadership structure.
Key Responsibilities
Operational Excellence:
- Deliver an elevated guest experience by ensuring every interaction is anchored in operational excellence and exceptional customer service.
- Drive sales growth through exceptional service, focusing on achieving top-tier speed of service and minimizing bottlenecks.
- Aggressively pursue productivity and efficiency targets in areas such as labor costs, food cost, and cleanliness.
- Monitor and enhance speed of service, ensuring timely, accurate orders, and minimizing customer wait times.
- Uphold cleanliness and organizational standards to present an inviting environment for guests.
- Oversee the end-to-end Catering system, ensuring accuracy, on-time delivery/pickup, and the growth of outside sales through excellent execution.
Customer Experience Focus:
- Leverage Customer Experience metrics to identify and mitigate customer pain points.
- Execute initiatives for improvement based on customer feedback, targeting key metrics such as speed of service, order accuracy, and quality.
Team Member Engagement and Development:
- Foster an engaged team culture by providing ongoing coaching, mentorship, and recognition to boost morale and productivity.
- Maintain a consistent rhythm of 1-on-1 growth meetings with Team Leaders to ensure alignment, morale, and professional development.
- Responsible for identifying performance gaps and executing timely corrective action and documentation.
Leadership Development:
- Identify, train, and advance Team Members into leadership roles, focusing on cultivating skilled, passionate leaders with a positive influence.
Long-Term Success Factors
Expand FOH Leadership Structure:
- Develop and support a dedicated team of leaders to uphold training excellence, customer experience, and ensure operational consistency.
Optimize FOH Systems & Processes:
- Regularly evaluate and refine systems for individual positions, overall throughput, cleanliness, and operational excellence.
- Implement process improvements aimed at delivering the best possible Chick-fil-A experience.
Achieve FOH Performance Goals:
- Continually monitor and act on restaurant data metrics to improve OSAT, Speed of Service, Order Accuracy, Cleanliness, and other performance indicators.
- Set long-term goals for FOH metrics and work with the leadership team to drive sustainable improvement.
- Align processes and team efforts to position the restaurant as a benchmark for operational excellence and customer satisfaction.
Key Performance Indicators
Customer Experience & Brand Loyalty
- Achievement of monthly & quarterly metrics reflecting operational excellence and customer experience.
- Chick-fil-A App Usage: Growth in digital transactions and mobile ordering adoption.
- Achievement of monthly & quarterly metrics on external brand-standard evaluations.
Financial Stewardship & Productivity
- Labor Productivity: Meeting Transactions Per Labor Hour, Sales per labor hour (Productivity), and labor cost percentage targets.
- Food Cost Gaps: Minimizing food waste in the restaurant
- Sales Growth: Achievement of year-over-year sales and average daily transaction count goals.
- Catering Excellence: Accuracy, on-time delivery/pickup rates, and catering sales growth.
Safety & Operational Health
- Food Safety: Achieving elite status on food safety evaluations.
- Operational Systems: Successful implementation and refinement of throughput and organizational systems.
This position requires strong leadership, a passion for customer service, and a strategic approach to operational excellence. The FOH Director will be a pivotal player in creating a positive and productive work culture and ensuring an exceptional experience for every Chick-fil-A guest.
Work schedule
- 8 hour shift
- Weekend availability
- Day shift
- Night shift
- Holidays
- 10 hour shift
Benefits
- Flexible schedule
- 401(k)
- Employee discount
- Paid training