Front of House/Hospitality Manager (Wel)

Job Description

Job Description

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:

• Full-time and Part-time

Responsibilities:

Operations:

• 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.
• Hold the assistant manager team accountable for shifts they lead during the PM day parts.
• Ensure team policies and procedures are being maintained by all team members.
• Implement and maintain high standards of customer service to ensure a quick and positive dining experience.
• Ensure the Front of House Assistant Managers are serving guests with excellence and using the Winning Hearts Everyday strategy.
• Hold the team accountable for completion of their daily checklists.
• 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.
• Communicate with Back of House manager regularly to provide remarkable experiences for our guests and team members.
• 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:

• Ensure a well-defined meeting cadence is in place for check-ins with the assistant manager team (meeting biweekly).
• Meet with the FOH Director weekly to ensure your goals align with the overall business plan and provide/receive feedback.
• Collaborate with the FOH Director to set monthly manager meetings and lead the discussion.
• Foster a positive and collaborative work environment, promoting teamwork, and a ‘serve others mindset’.
• 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:

• Analyze productivity daily and ensure calls are made (set breaks/send people home) to meet productivity goals set by the director team.
• Align with labor wage goals and ensure necessary actions take place to meet and exceed these goals.
• Collaborate with the Director team to ensure Customer Experience Report goals are met monthly and productivity goals are met daily.
• Ensure proper procedures are in place for maintaining our condiment gap and dessert gap goals.

Training and Development:

• Execute individualized development plans created for assistant manager team.
• Collaborate with the People Department to ensure all team members are progressing through the roadmaps appropriately.
• Hold the trainer team accountable for following proper procedures and training consistently, provide feedback to People department to verify trainer performance.

Qualifications and Requirements:

• Smile.
• Create and Maintain Eye Contact.
• Speak Enthusiastically.
• Reliable transportation.
• Ability to work in a fast-paced environment.
• Strong people skills with a desire to serve Team Members.
• Strong commitment to superior customer service.
• Ability to manage Team Member behavioral and performance issues.
• Ability to work in a team environment with shared ownership and responsibility
• Prior experience as shift lead, crew lead, supervisor, team lead, restaurant manager, restaurant assistant manager is not required but is preferred.