Job Description

Director of Restaurant Operations

Summary:

The Director of Restaurant Operations assists and supports the Senior Director of Restaurant Operations in the responsibility and accountability for leading, managing, and directing the daily operations of our FSR restaurant under the oversight and advisement of the Executive Director Team and Owner/Operator ultimately. Under the direction or in the absence of the Senior Director of Restaurant Operations the Director fulfills his/her responsibilities and obligations in operating the FSR restaurant. Likewise, the Director of Restaurant Operations is responsible for meeting our Chick-fil-A’s Operational Requirements and achieving our customer service, sales, profit, and growth objectives as set by the Executive Directors and the Owner/Operator. 

Our Directors of Restaurant Operations are committed to accomplishing our mission to exceed our customers’ expectations and “showcase” excellence by delivering “Remark”able food, service, and environments and our vision to be a positive influence in the lives of our team members, our customers and in our community. They are pursuing our shared-vision with Chick-fil-A vision “To Be the Most Caring Company in the World”. And they are driven to lead the Chick-fil-A Brand in the Midwest in key metrics of sales growth, customer satisfaction, food safety and quality, team member retention, productivity, profitability, and community care.

Qualifications

• At least 18 years of age
• 2 years of prior management or leadership experience required
• Full-time 30 hrs + per week (30% Coverage of restaurant hours, 30 hours in-store, 10 hours admin)
• Open availability and agreeable to work multiple Saturdays per month as needed
• Open availability and agreeable to work multiple Opening and Closing Shifts each week as needed
• Complete application by posted deadline for job promotion (internal candidates) when applicable
• Completed & passed all Basic Team Member Courses in Pathway 
• Working knowledge of the Chick-fil-A Service & Marketing Models & Strategies: ie. “Winning Hearts Every Day”
• Working knowledge of Chick-fil-A Tools and Software: ie. @Chick-fil-A, Pathway, CFA One, CFA Now
• Working knowledge of business platforms ie, GoogleSuite, Hotschedules, GroupMe, and other internal software tools
• Working knowledge of scheduling, payroll, ordering, inventory management & reporting, and vendor payment
• Must be willing to adhere to our Policy Handbook, SERVE Model, ASPYRE ideals, and Civility Code
• Must be Serv-Safe certified and current
• Must be willing to attend scheduled meetings 
• Must be willing to attend training & business meetings and conferences locally, regionally, and nationally
• Must be willing to work inside and outside of the restaurant during shift
• Must be able to lift up to 30 pounds 
• Must be able to stand on your feet for the duration of your shift 

Job/Role Requirements: (See Key Measurement Metrics, Reports, & Lenses)*

• Lead and direct the restaurant teams and team members as directed by the Senior Director to: 

(see Key Measurement Tools, Lenses, & Reporting)*

• Deliver “Remark”able experiences for our customers and team members
• Grow sales increasingly monthly and annually
• Improve Customer Overall Satisfaction monthly and annually
• Improve profitability, productivity, and shrinking costs gaps monthly and annually
• Improve working relationships and teamwork
• Meet and maintain all food safety and cleanliness procedures and standards as defined by Chick-fil-A and our local health department
• Meet and maintain all food quality procedures and standards as defined by Chick-fil-A and our local health department
• Meet and maintain Safety and Security procedures and standards as defined by Chick-fil-A and federal, state, and local governing authorities
• Meet and adhere to all labor laws, anti-discrimination laws, and labor practice policies
• Meet all Chick-fil-A operational requirements and standards 
• Achieve monthly and annual goals as set by or/and in collaboration with Executive Team AND measure and communicate progress with the appropriate teams

*KEY MEASUREMENT Tools, Lenses, & Reporting include: CFA Report Galleries, CEM Scores, CAREs & customer experience platforms, third-party lenses (SAFE, Deloitte QIV, health department inspection, etc.) internal surveys, and in restaurant observations and checklists

• Oversee and ensure as directed by the Senior Director:
• Execution of directives as well as initiatives asked by the Executive Directors, the Executive Team, and/or Owner/Operator as specified for the operations of our restaurants, service to our customers, care for our team members, and growth of our brand.
• Labor laws, anti-discrimination laws, and labor practice policies are being followed and that any violations are being reported, documented, addressed, and resolved properly
• Daily/weekly/monthly operational duties are executed and completed
• Daily plan for the restaurant is set, communicated, and executed as well as all assigned work tasks , checklists, and reports are completed for each shift
• Proper leadership is scheduled and present to supervise all operational shifts and that the restaurant is operating efficiently yet within productivity targets to serve our customers and team members
• Scheduling of team members for restaurant operations for all dayparts and service platforms
• Daily operational tasks, checklists, daily Safe Criticals, and reports are completed by end of shift
• Payment, cash handling, and reporting are properly managed, monitored, and verified
• Scheduling of operational (in restaurant) leaders and team members
• Ordering and inventory levels are managed and monitored to avoid shortages or excess
• In absence of the Sr. Director prepare the submission of end of the month processes and reports in an accurate, timely, and neat manner
• Restaurant is properly cleaned and organized for safe and efficient daily operations
• Leaders and team members are working together cooperatively & respectfully following our Civility Code
• Goals, targets, & benchmarks are clearly communicated and measured
• Growth and development team members on a regular basis following the processes and programs put in place by ASPYRE LLC
• Recognition and celebration team member and team wins 

• Exercises: 
• Good judgment and decision-making
• Collaborative goal setting and engagement
• Support for the Executive Team, Senior Staff, as well as restaurant leaders. 
• Servant-leadership and growth mindset
• Proper process in promotions, re-assignments, terminations, and HR issues 
• Positive manner and hardworking attitude

• Exemplify and lead by: 
• CFA values & ASPYRE LLC Handbook
• Leadership Expectations
• “Winning Heart every Day” shared CFA vision 
• SERVE Model
• “ASPYRE” principles
• Civility Code. 

• Working towards: 
• Building healthy, result producing teams
• Solving problems and engaging others in solutions
• Creating winning lineups and game plans 
• Coaching and developing team members 
• Innovating and incremental improvements 
• Keeping the restaurant (Guest & Tour Ready) outdoors, customer areas, kitchen areas, office, & storage
• Keeping leaders and team continually current in “need to know” operational information and processes
• Identifying operational issues and delegate problem solving to appropriate leaders for solutions
• Leading effective meetings and huddles
• Pursuing personal and professional development to maintain the effectiveness

Business Organization

Direct Report -- Senior Director of Operations per assigned restaurant 

Internal organization: Owner/Operator > Executive Directors > Senior Director of Restaurant Operations > Director of Restaurant Operations > Assistant Directors of Restaurant Operations > Area Manager > Lead Trainers > Trainers > Team Members

Monthly Key Business Performance Benchmarks:

%Sales Increase Productivity $$$ Food % Gap CEM Scores Food Safety Food Quality Cash Management Risk

Leadership Expectations:

Skills Ability to ...

• Organize and plan work
• Lead and motivate team members to achieve our daily goals and monthly goals
• Anticipate business, customer, and team member needs as well as prepare accordingly
• Build a team and keep them focused on our mission 
• Develop strong and healthy business relationships
• Teach, coach, and train others
• Coach underperformance and manage a positive outcome

Leadership Committed to …

• Integrity defined as leaning in and doing the right thing and honoring our values and policies
• Professionalism by exhibiting maturity in communication and behavior
• Ownership by taking responsibility for the outcomes and decisions
• Coaching by influencing others to achieve greater performance and outcomes

Attitude A choice to be …

• Enthusiastic by exhibiting a passion for the business and excitement about Chick-fil-A
• A Team Player by enjoying collaborating with others and serving others
• Respectful by showing consideration and appreciation with authority, peers, and trainees.
• Optimistic by representing the brand in a positive and growth-minded way.

Readiness Prepared to be …

• Proactive by assessing needs and taking the initiative
• Flexible by adjusting quickly to changes and remain calm under pressure
• Efficient by using my time wisely and focusing on results
• Competent by striving for high standards and personal excellence

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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