PM Director of Front of House Operations

PM Front of House Director

Chick-fil-A Trabuco Hills Center

Mission Viejo, CA

Our Purpose

To Be the Heart of Our Community

We make moments magical.

Position Overview

The PM Front of House Director is responsible for leading all Front of House operations during afternoon, dinner, and closing dayparts.

This role owns the guest experience, throughput, and the quality of our close each night — ensuring we finish the day strong, support our team well, and set the next day up for success.

You will lead a team that delivers:

• Exceptional guest service
• Strong speed and flow
• Clean, organized, and fully reset environments
• Consistent, on-time, high-quality closes

Shift Expectations

• Typical shift: 3:30 PM – 11:30 PM
• Leads the dinner rush (5:00 PM – 8:00 PM)
• Manages late night operations (8:00 PM – 10:00 PM)
• After doors close, focus shifts fully to executing a strong close

Key Responsibilities

FOH Operations Leadership (PM & Dinner)

• Own execution from 3:30 PM through close across all Front of House areas
• Lead a strong dinner rush by:
• Keeping positions properly staffed
• Maintaining urgency and flow
• Giving clear direction to the team
• Ensure the shift runs smoothly, even during high volume

Hospitality Ownership

Set the standard for how we treat every guest.

Ensure team members:

• Make eye contact, smile, and speak in a friendly, respectful tone
• Stay engaged and aware of guests (not just focused on tasks)
• Go beyond the basics when possible (refills, checking in, small touches)

Coach in real time on:

• Tone of voice
• Body language
• Awareness of guest needs

Create a consistent experience where every guest feels:

• Seen
• Valued
• Taken care of

Throughput & Speed of Service

Own performance in:

• Drive-thru flow
• Order taking efficiency
• Speed at the window and front counter
• Identify slowdowns and fix them in real time
• Ensure the team moves with urgency without sacrificing accuracy or service

Guest Experience & Recovery

• Take ownership of any guest issues or complaints

Train and lead the team to:

• Listen fully to the guest
• Show empathy and understanding
• Apologize when needed
• Fix the issue quickly and confidently
• Leave the guest feeling better than when they came in
• Ensure problems are not just solved, but turned into positive experiences

Closing Excellence

Own the quality and consistency of the close every night.

Ensure the team:

• Is supported throughout the shift
• Stays on track with closing responsibilities
• Gets out on time

Ensure the restaurant is:

• Fully cleaned
• Fully stocked
• Organized and reset for the next day
• Maintain clear expectations:

“We don’t just close — we set up tomorrow to win.”

Team Leadership, Development & Accountability

Lead and develop Front of House:

• Trainees
• Team Members
• Trainers
• Shift Leads
• Managers

Coach leaders on:

• Giving clear direction
• Prioritizing tasks
• Communicating consistently (no mixed messaging)

Create a strong team environment where:

• People feel supported during busy shifts
• Workload is distributed fairly
• Expectations are clear

Hold the team accountable to:

• Cleanliness standards
• Accuracy
• Speed
• Guest service

Money & End-of-Day Procedures

Own all end-of-day money processes:

• Counting drawers
• Verifying cash totals
• Completing required documentation

Ensure all processes are:

• Accurate
• Completed nightly
• Free of errors

What Success Looks Like

• Guests consistently feel cared for and valued
• PM shifts run smoothly, with clear direction and strong execution from start to finish
• Fast, efficient dinner rush with a consistently strong guest experience
• Clean, stocked, and organized restaurant every night
• Team members leaving on time and feeling supported
• No variation in closing quality — every night is strong
• Consistently identifies opportunities and builds, updates, and implements systems to improve execution

What’s In It For You

• 401(k)
• Enhanced employee meal benefits
• Closed on Sunday
• Closed Thanksgiving and Christmas
• Competitive pay
• Real ownership over how the business runs each night
• Opportunity to lead and develop others while making a real impact every day
• A clear path for continued growth and development
• The ability to build and improve systems that drive results
• The chance to make a real impact on those around you

Who We’re Looking For

• Minimum 2 years of food service leadership experience
• Proven Front of House leadership with strong operational awareness
• Able to lead under pressure and stay composed
• Natural people person with a hospitality-first mindset
• Organized and detail-oriented
• Strong communicator who brings clarity and alignment
• Takes ownership and follows through
• Has the ability to identify gaps and build, update, and implement systems that improve execution

Expectations

• Works dinner and closing shifts consistently
• Highly visible and engaged on the floor
• Leads by example in both performance and attitude
• Takes full ownership of results — not just effort

Working at a Chick-fil-A® restaurant is more than a job – it’s an opportunity for teamwork and leadership development in a positive, people-focused environment. Most Chick-fil-A restaurants are locally owned and operated by independent, franchised Operators who invest in the future of their Team Members and give back to their communities.

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