Front of House/ Hospitality Manager
Chick-fil-A The Mall at Wellington Green
Job Summary:
As a Front of House/ Hospitality Manager you are responsible for overseeing and managing all aspects of the Dine-In, Carry Out, and Third Party experiences in our restaurant. Your primary focus is to align with the goals of the Front of House Director(s) and create a remarkable experience for our guests, centered around friendly team members, a clean environment, with fast and accurate service.
Position Type:
Responsibilities:
Operations:
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Oversee daily operations of the Front of House Department and lead the shifts with excellence during the afternoon and dinner day parts. Ensure consistent systems are in place to have a quick and efficient close while maintaining a remarkable experience for our guests up until closing.
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Hold the assistant manager team accountable for shifts they lead during the PM day parts.
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Ensure team policies and procedures are being maintained by all team members.
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Implement and maintain high standards of customer service to ensure a quick and positive dining experience.
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Ensure the Front of House Assistant Managers are serving guests with excellence and using the Winning Hearts Everyday strategy.
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Hold the team accountable for completion of their daily checklists.
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Own the numbers- Be constantly aware of current Customer Experience Report, productivity, daily checklists completion rate, and food cost gap- and make necessary actions to meet goals set by the director team.
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Communicate with Back of House manager regularly to provide remarkable experiences for our guests and team members.
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Coordinate with other Front of House managers daily to debrief on the shift and ensure smooth transition from AM to PM periods and vice versa.
Leadership Oversight:
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Ensure a well-defined meeting cadence is in place for check-ins with the assistant manager team (meeting biweekly).
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Meet with the FOH Director weekly to ensure your goals align with the overall business plan and provide/receive feedback.
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Collaborate with the FOH Director to set monthly manager meetings and lead the discussion.
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Foster a positive and collaborative work environment, promoting teamwork, and a ‘serve others mindset’.
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Oversee coaching and development for the Assistant Managers, ensure they are meeting assistant manager role expectations (i.e. daily checklists, Customer Experience Report, cleaning, etc.)
Financial Stewardship:
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Analyze productivity daily and ensure calls are made (set breaks/send people home) to meet productivity goals set by the director team.
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Align with labor wage goals and ensure necessary actions take place to meet and exceed these goals.
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Collaborate with the Director team to ensure Customer Experience Report goals are met monthly and productivity goals are met daily.
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Ensure proper procedures are in place for maintaining our condiment gap and dessert gap goals.
Training and Development:
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Execute individualized development plans created for assistant manager team.
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Collaborate with the People Department to ensure all team members are progressing through the roadmaps appropriately.
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Hold the trainer team accountable for following proper procedures and training consistently, provide feedback to People department to verify trainer performance.
Qualifications and Requirements:
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Smile.
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Create and Maintain Eye Contact.
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Speak Enthusiastically.
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Reliable transportation.
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Ability to work in a fast-paced environment.
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Strong people skills with a desire to serve Team Members.
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Strong commitment to superior customer service.
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Ability to manage Team Member behavioral and performance issues.
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Ability to work in a team environment with shared ownership and responsibility
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Prior experience as shift lead, crew lead, supervisor, team lead, restaurant manager, restaurant assistant manager is not required but is preferred.
