Location

3454 Historic Sully Way

Chantilly, VA 20151

Role Summary

Work with the all leadership teams throughout business in pursuit of excellence and Service Model alignment. Specifically this role is an ambassador, leader and critical component in ensuring that Chick-fil-A Dulles Discovery is successful in the following areas:

• Training and Quality Teams, Systems and Results
• Customer Feedback Metrics and Recovery
• Yearly & Quarterly Planning
• Back of House Staffing and Operations
• Leadership and People Development throughout restaurant
• Vision and Service Model compliance throughout all areas of oversight.

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. Think Zappo’sTeavana, Apple. This is a culture change.
• Maintain vision alignment with the Operator and the leadership team
• Participate in monthly Director Team meetings
• 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.
• Develop leaders in such a way that they are operating as a motivated, high performance team that embodies the vision of the business. This should be highly intentional and happening each and every day through goal-setting and regular performance feedback.
• 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.
• Perform discipline for actions that do not meet CFA standards and execute discipline documentation for all team members who fail to meet expectations.
• Working with other directors during hiring process, completing resume screening, interviews and reference checks as necessary.
• Ensure Managers and Team Leaders are performing discipline for actions that do not meet Chick-fil-A standards as well as violations of the Team Member Handbook.

• Oversee speed of service and completion of goals.

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

Training and Quality :

• Oversee training budget and plan.
• Execute training plan and measure results.
• Track training plan across entire staff.
• Create “Orientation Checklists” for each position.
• Ensure all internal training communications are up-to-date and in line with corporate standards.
• Distribute appropriate training materials to appropriate staff.
• Maintain restaurant training files, materials, store documents & documentation.
• Ensure 3-step training method is demonstrated throughout store – Demonstration, Imitation, Repetition.
• Understand the eTRAIN resources and components.
• Develop and support Training and Quality role to be both autonomous and measurable beneficial to the team and business.
• Ensure the restaurant’s CTs (Certified Trainers) are certified on operational accuracy and that they have the ability to train others effectively.
• Create, manage and customize training plans based on the experience of each individual training member.
• Evaluate the Restaurant’s training effectiveness by using the many helpful resources available, including: Customer Experience Monitor (CEM), Restaurant Quality Assessment (RQA), CARES cards, TDMP Tracking Report and Restaurant Operational Evaluation (ROE). Monitor monthly and create 30-day plan to for improvement.
• Work with Director Team to ensure that CFA Dulles Discovery Service Model is being implemented all day every day.
• Split time effectively to ensure that procedures and standards of service are being followed across all day parts and sides of house.
• Report on CEM scores throughout restaurant to achieve overall goals.
• Support Operations Directors and Financial Return director in training endeavors to reduce waste and meet budget goals.
• Ensure seamless transition for new hires from onboarding to initial training to daily independent work.
• Create and implement system of feedback and response based on completed RQAs, Leadership Surveys, and ROE Walkthroughs.
• Ensure and coach Team Members and Leaders to consistently follow all Chick-fil-A processes and procedures.
• Assist with scheduling in a way that positively impacts the business for labor costs and allows for proper execution of 2MS, OE and EC.
• Proficient in all positions throughout restaurant.
• Understand the federal and local health code regulations.
• Follow all Chick-fil-A standards and procedures. Ensure and coach Team Members/Leaders to consistently follow all Chick-fil-A processes and procedures.
• Protect the customer experience by ensuring packaging, food presentation and quality is top level.
• Use RQA and CEM findings to ensure consistency and quality of products. Address areas of improvement immediately. W
• Ensure Leadership Team is completing all expectations of Service Model – Daily RQAs, iAuditor, etc.

• Lead regular, ongoing coaching sessions with Training Manager while empowering them to have regular meetings with their Team Leaders – sharing steps for improvement.
• Create ongoing/daily relationship with FOH and BOH Directors – working to ensure all parts of the business are in full support of each other.
• Create, lead and implement systems that will be the standard for all innovation and high performance teams throughout the restaurant.
• Understand elements of labor cost while making daily decisions that positively impact these areas of the business by eliminating the Labor Cost Gap.

People – Leadership and People Development:

• Create a dynamic leadership development program for the following levels. Team Leader, Manager & Director.
• Use the ESRC (Expectations, Skills, Resources, Consequences) and SERVE models as basis for all levels.
• Serve as an advocate for overall feel of team and more complex social-emotional needs of team.
• Create a “Leadership Readiness Filter” for upcoming leaders and document. Base this on non-negotiable characteristics and performance. For example, integrity, no write-ups, humility, etc. This will be used before we move anyone into leadership so that coaching begins on a weakness before moved into leadership.
• Develop a distinct difference between the “training” of leaders and the “development” of leaders. Some training does apply – money, closing procedures, etc. But when does training stop and development begin?
• After initial program is complete, what does “Ongoing Development” look like? Create level-based Ongoing Development based on outside reading, one-on-one coaching sessions, etc.

• Assist HR Director in onboarding and performance feedback systems.
• Lean into Employee Performance Feedback and Review schedules to support other directors in feedback and development tactics.
• Serve as lead director on Hiring in terms of pacing, systems, and interviewing. Support other Operations Directors in hiring decision making.

Yearly & Quarterly Planning:

• Work with Operator to complete Annual Business Plan.
• Create quarterly plans based on business fluctuations, goals and needs for BOH Management Teams.

Skills:

• Strategic thinker, Goal-oriented, Tech-savvy
• Completed all necessary eTRAIN material.
• 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
• Outstanding communication skills
• Maintains a number of business and professional community contacts
• Self-starter, creative and flexible
• Ability to work well with the public/network
• Outgoing/friendly
• Good business sense, achiever
• Affinity for sales/marketing
• Good written/verbal communicator
• Good negotiation skills
• Strong project/time management skills
• Strong follow-through on assignments
• Proven history of consistently performing at a high level
• 2^nd Mile Service is second nature
• Unquestionable integrity and represents Chick-fil-A well
• Anticipates problems before they happen

• Passionate about building relationships with clients
• Able to lift 40 - 60 pounds on a consist basis
• Ability to prioritize
• Organizational skills
• Close attention to detail
• Ability to multi-task
• Detail orientated
• Able to work well independently and in a team environment
• Servant spirit with strong sense of stewardship
• Self-starter who completes tasks without excessive supervision

Specific Experience:

• Required: High School Diploma or equivalent
• Required: Strong analytical and problem solving skills

Preferred qualifications:

• Bachelor's degree or above, preferably in a business or hotel/restaurant management
• Experience in teaching and a passion for excellence in training.
• This person must be skilled in time management.
• This person must be self-directed and highly organized.
• This person must have basic computer skills.
• This person must master all knowledge and skills of every position in the Restaurant.