Guest Experience Leader - Front of House

Southern Arkansas University; Roseville (MI); On-site; USD 42,000 - 63,000; Full time

Job description

Overview

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To create remarkable memories by being the BEST company in the Roseville community.

Mission

Our Best is the Standard — We strive to be the BEST version of ourselves so that we can create an excellent experience.

Core Values – B.E.S.T

• Be Fun - To have a good time and make memories
• Exercise Hard Work - Do the common things uncommonly well
• Strive for Excellence - Working together as a team in a clean and fun environment to give exceptional service
• Take Ownership - Be faithful stewards of all that is entrusted to us

Responsibilities

• Be an ambassador for the overstore mission - To create remarkable memories by being the BEST company in the Roseville community
• Embody the Core Values - Be Fun, Exercise Hard Work, Strive for Excellence, Take Ownership
• Maintain Excellence in character and conduct
• Diligently seek to maintain the unity of the Leadership Team, serving with humility
• Be a champion of the Winning Hearts Strategy
• Clean and Safe Environment
• Great Food
• Fast and Accurate Service
• Genuine Hospitality

Leadership and Systems

• Oversees an awesome team culture where our core values are championed
• Ensures all restaurant operations are consistent with the image and culture of Chick‑fil‑A
• Ensures all day parts are adequately staffed to create remarkable guest experiences
• Understands and executes restaurant systems and processes in order to create remarkable guest experiences
• Champions stewardship to drive organizational profitability

Fast and Accurate Service

• Focus: Know and execute their role
• Adopts a “No Yellow Ever” mindset
• Setter of pace in the business
• Team: Always asks for help when needed

Accurate Guest Experiences

• Listen to the guest
• Verify all orders
• Double check every bag

Creating Remarkable Guest Experiences

• Refreshingly Clean Environments (Dining Room, Restrooms, and Exterior)
• Food Safety Covenant
• Floors must be clear of any inventory items and completely free of debris
• Organized (Everything is in its assigned place)
• Obsessed with washing hands
• Don’t come to work if you are sick
• Sanitizer packs in place, sink/buckets are changed and calibrated regularly
• All trash cans appear empty
• Furniture and surfaces (horizontal and vertical) are clean and free of build up
• Every cleaning procedure strictly followed
• Timers and hold times are always correctly used
• Your area must be left “Cleaner than before”
• Execute Core 4 Behaviors
• Share a smile
• Speak with a friendly tone
• Always say, My Pleasure
• Make Emotional Connections with Guests (Every Team Member, Every Day)
• Activate 2MS Strategy: Microbursts of Hospitality
• Genuine: Serve from the heart to show honor, dignity, and respect
• Guests are immediately known
• Guests are shown intentional acts of kindness
• Guests are given a fond farewell

Basic Functions and Partners

• Works operationally 35-45+ hours a week
• Continually assess opportunities to improve guest experience, food safety/quality, operational procedures, business growth, and profitability
• Works Saturdays, and availability to open/closes regularly as needed

Scoreboards and Metrics

• Collaborates with Operations Director to ensure oversight of food quality and safety, team development, and financial return goals
• Oversees score boarding of relevant metrics in each business area
• Ensures the team understands relevant metrics
• Meets regularly with the Operator and Operations Director to align on goals, progress

Elevate the Team

• Grows Culture: Oversees an awesome team culture where our Chick‑fil‑A Roseville values are championed
• Provides coaching, correction, clarity, accountability, and encouragement to Team Members and Leaders
• Maximizes capacity - Identifies, trains, releases, and coaches Team Members and Leaders to grow in their personal leadership capacity and job skills

Expected Results

• Positive food cost gap <1.0% gap
• Productivity within Top 50%
• Net Profit 12%
• EcoSure Evaluations: Zero Immediate or High Risk, Zero Repeats
• Health Department: Zero Inspection Violations
• Food safety score 2 or better
• QIV: 95% or better
• Closing time out by 11:30pm
• CEM Top 20% in all Customer Experience metrics