IV

Role Summary

Work with the Director of Operations and/or Restaurant Operator in pursuit of excellence in Operations and Financial Management. The Manager must exemplify the actions, decision-making skills and responsibilities of operating a successful restaurant. Having a keen sales and marketing awareness of the day part or day of the week is key to this leader’s success. Their primary job is setting the overall tone and atmosphere of the restaurant during their shift. Operational efficiency, skill development and community building are a constant thought in the mind of this leader. This position requires a proven leader who can strategize, implement and coach for the following:

Financial Stewardship management through Food Cost, Labor Cost and Repairs & Maintenance

Yearly & Quarterly Planning

Training and Development of departmental team members

Creating systems to achieve operational excellence

Vision and Service Model compliance throughout all areas of oversight.

General Responsibilities:

Develop a restaurant culture of growth and hospitality minded team members and leaders. A culture of product knowledge, stewardship, excitement and generosity. Incorporate this into training, ongoing development, communications and everyday culture.

Maintain vision alignment with the Operator and the Director.

Ensure stewardship systems are taking place throughout the restaurant

Create a center of excellence for area of responsibility by creating, leading, and implementing systems that will be the standard for innovation and high performance teams throughout Chick-fil-A.

Perform discipline for actions that do not meet CFA standards and execute discipline documentation for all team members who fail to meet expectations.

Drive sales growth mentality and encourage creativity and innovation throughout the business.

Create, maintain and approve all schedule and shift changes among Team Members. Ensure that leaders are finding appropriate coverage for call-offs and no shows.

Follow all Chick-fil-A standards and procedures. Ensure and coach Team Members/Leaders to consistently follow all Chick-fil-A processes and procedures.

This hands-on leader must be a teacher at heart and must be energized by a quick-paced environment. The Manager must be engaged daily in the following 5 areas:

Vision

Support the vision of the Operator and Executive Team.

Commitment to personal growth and development.

Share short-term and long-term goals with leadership team as well as team members.

People

Coach and develop to potential all team members

During your shift, observe and validate cashier keystroke errors.

Observe for inconsistent cash and coupon handling procedures along with food portioning

Take disciplinary action in writing or verbally to any individual reporting to you on your shift.

Coach and develop “self-leadership skills” of team members during their shift

Ensure opening and closing security measures are in place to protect your staff. Report all security or safety incidents to the operator and Director.

Embrace continuous improvement plan for the development all leaders, ambassadors, contributors, emerging leaders and employees.

Quality Customer Experience

Support and communicate CREATE RAVING FANS strategy during your shift. The Manager must ensure a watchful eye on the restaurant at all times. If you must leave the restaurant, ensure that a supervisor, team leader or team captain is left in temporary charge of the restaurant.

Ensure that the 1st Mile of service is taken care of (OE) and that 2nd Mile Service opportunities are taken.

Ensure all guest complaints are solved using HEARD. principles and that we have exceeded guest expectations in our resolution.

Use RQA, ROE and CEM tools to measure and improve OE and ensure proper FDA and local food safety standards are practiced during shift.

As a steward, oversee all facilities and ensure equipment are in proper working order before, during and after your shift

Know and perform well at the restaurant in areas such as cashier, kitchen related areas, customer service, operations, cleaning, and cooking.

Take advantage of strategic marketing emotional connections that may arise.

Financial Return

Ensure proper cash and coupon management systems (to include change fund) are in place during shift

General Responsibilities:

Develop a restaurant culture of growth minded team members and leaders. A culture of product knowledge, stewardship, excitement and generosity. Incorporate this into training, ongoing development, communications and everyday culture.

Maintain vision alignment with the Operator and the leadership team

Ensure stewardship systems are taking place throughout the restaurant

Develop leaders in such a way that they are operating as a motivated, high performance team that embodies the vision of the business.

Support the Director Front of the House - Drive Thru Operations & Hospitality team during hiring process, completing resume screening, interviews and reference checks as necessary.

Oversee speed of service and completion of goals.

Create, lead and implement systems that will be the standard for all front counter & Drive Thru innovation and high performance teams throughout the restaurant.

Be intentional in performing daily goal-setting and performance feedback to all Team Members and Leaders on all Chick-fil-A processes and procedures.

Skills:

Strategic thinker, Goal-oriented, Tech-savvy

Great communicator both in handling difficult situations and a diverse team.

Mature, dependable and results-oriented

Ability to work in a team environment

Very detailed oriented & keenly observant

Professional marketing or communications experience

Maintains a number of business and professional community contacts

Self-starter, creative and flexible

Good business sense, achiever

Strong project/time management skills

Proven history of consistently performing at a high level

Unquestionable integrity and represents Chick-fil-A well

Passionate about building relationships with clients

Servant spirit with strong sense of stewardship

Specific Experience:

Required: High School Diploma or equivalent

Required: Strong analytical and problem solving skills

Experience as a leader food service operations

Years of Experience: 3

This person must be skilled in time management.

This person must be self-directed and highly organized.

This person must master all knowledge and skills of every position in the Restaurant.

Preferred qualifications:

Bachelor's degree or above preferred. Degree in business or hospitality preferred