Director of Restaurant Operations

Mississippi Department of Employment Security; Brookhaven (MS); On-site; USD 80,000 - 120,000; Full time

Job summary

Chick-fil-A in Brookhaven, MS seeks a Director of Restaurant Operations to lead the High Performance Leadership Team and own front-of-house and guest experience. The role partners with FOH and BOH directors to execute the operator's vision and uphold the mission of service, excellence, and hospitality.

You will shape yearly business plans, supervise daily operations, and train leaders to maintain world-class standards, fast service, and food safety.

Responsibilities

• Lead the High Performance Leadership Team (HPLT) and oversee FOH and BOH operations.
• Develop annual business plan with measurable goals for hospitality, front counter, dining room and cleanliness.
• Coach and evaluate leaders; ensure training and process standards across the restaurant.
• Drive guest satisfaction and uphold Chick-fil-A brand standards in service quality and hospitality.
• Monitor financial performance and collaborate with Kitchen Director on costs and efficiency.

Job description

## Full Job Description {#jobDescriptionTitle}

• Director of Restaurant Operations

Role Summary

The Director of Operations serves as the leader of the High Performance Leadership Team (HPLT) and is primarily positioned in theFront of House, although this role requires operational expertise in all BOH duties as well. Thisleader works in conjunction with Directors of both FOH and BOH to ensure that all operationalareas are working in tandem to achieve our strategic goals. Primarily responsible for operationaldecisions & planning regarding all things front counter, dining room & guest satisfaction of insideinteractions, the Director of Operations provides leadership in every aspect of the restaurantand retains overall responsibility for operational performance to ensure our "***Winning Hearts***"

• Every Day***" strategy is met all day every day throughout the restaurant. This individual must have

a passion for service, people, and Operational Excellence. The Director of Operations works intandem with other Directors and leaders to ensure training and process standards areimplemented to maintain Chick-fil-A's world class service. This leader is a key resource tointroduce and implement systems and best practices learned from Chick-fil-A trainings andother stores in the area on customer service and Operational Excellence; always ensuring thatthe mission statement of the restaurant (To serve quality food in a fast, clean, and friendlyenvironment while enriching the lives of our guests through genuine care) is being lived out. This Director reports to the Operator.

Vision

• Develop Business Plan for the year with the Operator defining measurable goals and a

plan to reach them regarding hospitality, front counter operations, sales goals, and cleanliness scores.

• Facilitate weekly Director meetings and sit in on FOH & BOH Leadership team meetings

biweekly

• Embody & cast Operator's vision, mission, and values to our team
• Embody & cast Chick-fil-A's Corporate Purpose to our team

People

• Continuously coach your team
• Coordinate and lead meetings with FOH Directors and Team Leaders to providedirection, evaluate performance and foster synergy within the FOH team.

Delegate responsibilities to junior leaders and high performing team members to help grow the team and the business.

• Collaborate with other Directors on how the FOH supports the overall vision and growthplan of the restaurant and other aspects of the business including Kitchen and DriveThru

Hold your team accountable for their responsibilities and enforce standardsComplete evaluations for all leaders and team members on your team on schedule(30:60:90:90)

• Coach the behaviors of all Managers, Team Leaders and Team Members who work in the FOH. Those behaviors include but are not limited to:

• Sense of urgency that creates surprisingly fast speed of service
• Attention to detail that ensures a refreshingly clean environment
• Execution of systems that ensure a consistent quality experience
• Maintaining a work environment that ensures and promotes food safety
• Vigilant attention to the organization and appearance of the FOH
• Partner with the Director of Training & Talent to recruit & select Hospitality Professionals

and identify training areas of opportunity in the FOH. Complete and distribute the two-week schedule on time (no later than Friday's at 6 pm). Serves as the primary point of contact with visiting Operators and leadership teams. Promotes unity among all team members and leadership through effective and timelycommunicates vision, events, key elements of business plan, etc. to the team.

Maintains healthy relationships with all levels of leadership.

Quality & Customer Experience

• Ensure all Chick-fil-A provided systems, pro esses and standards are in place to deliverCrave‑able food, in a timely manner, that always meet Chick‑fil‑A quality

Sales & Brand Growth

• Post and reiterate all Sales numbers and goals
• Ensure appropriate Suggestive Selling is taking place offering rewards, as needed, tohelp encourage team
• Create a competitive, enthusiastic, & positive culture towards reaching sales goals
• Work in tandem with other Directors on catering & community events to ensureREMARKable experiences for all guests and clientsStay up to date on all roll-outs & promotional items

Financial Stewardship

• Drives financial performance and provides feedback to leadership and suggestoperational actions required to achieve financial targets
• Strategizes with the Kitchen Director to monitor food cost and manage waste
• Complete End of Month Package with Operator
• Compare sales & costs to previous year and project & plan for coming months/year

Performance Goals

• Profit: 14%
• Labor: Top 33%
• Food cost gap:
• CFA One: #1 in DMA Market in overall percentage of sales
• CEM scores:
• Overall Satisfaction -- 75% after 6 months
• Order Accuracy -- Top 20% quarterly
• Attentive and Courteous -- Top 20% quarterly
• Cleanliness -- Top 20% quarterly
• Fast Service -- 72% after 6 months
• Restaurant achieves 90% score on Steritech visits and 100% score on Health

Department visitsFoster an environment of excellence, accountability, trust and dignity in the Front ofDepartment visits