Hospitality Leader

Location
3454 Historic Sully Way

Chantilly, VA 20151


Role Summary
Work with the internal team, marketing staff, and directors to increase sales opportunities and thereby maximize revenue for the organization. Specifically this role is an ambassador, leader and critical component in ensuring that Chick-fil-A Dulles Discovery is successful in the following areas:

• Front of House & Drive Thru Staffing and Operations
• Leadership and People Development of Front of House & Drive Thru Team
• Vision and Service Model compliance throughout all areas of oversight.

General Responsibilities:

• Develop a restaurant culture of sales-focused team members and leaders. A culture of product knowledge, excitement and generosity. Incorporate this into training, ongoing development, communications and everyday culture. Think Zappo’s Teavana, Apple. This is a culture change.
• Maintain vision alignment with the Operator and the leadership team
• Participate in monthly Director Team meetings
• Ensure “Suggestive Selling” is 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.

Front of House Responsibilities:

• Approve the quality of opening and closing procedures by performing regular walk throughs with leadership team.
• Ensure and coach Team Members and Leaders to consistently follow all Chick-fil-A processes and procedures.
• Complete Scheduling in a way that positively impacts the business for labor costs and allows for proper execution of 2MS, OE and EC.
• 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.
• Proficient in all positions throughout restaurant.
• Proficient in maintenance of equipment.
• Understand the federal and local health code regulations.
• Assist Operator in Time Punch Management.
• Train team to present food to guests with neatness and attractiveness.
• Ensure leaders are appropriately and consistently performing money duties – count down registers, perform close of day in the back office and deposits.
• Oversee ordering of money for change fund.
• Oversee cleanliness and organization systems.
• Ensure completion of daily reports and tracking of cash over/short.
• Oversee speed of service and completion of goals.
• Own the customer experience, including but not limited to, Operational Excellence and Raving Fan Metrics through CEMs, ROE and RQA systems
• Develop leaders to execute disciplinary expectations all day, every day.
• Maintain/Oversee front counter employee performance review system.
• Lead regular/ongoing coaching sessions with AM & PM Managers while empowering them to have regular meetings with their Team Leaders – sharing steps for improvement.
• Create ongoing/daily relationship with Kitchen Director – both working to ensure all parts of the business are in full support of each other.
• Ensure all front counter employees are always in full uniform/groomed property, etc.
• Ensure all front counter employees are knowledgeable about menu options and pricing.
• Responsible for development of all Front Counter team members, team leaders and managers.
• Working with other directors during hiring process, completing resume screening, interviews and reference checks as necessary.
• Create, lead and implement systems that will be the standard for all front counter 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.
• Perform/Oversee all money duties – counting down registers, performing close of day in the back office and bank deposits.
• Ensure Front Counter is always clean and organized by creating and implementing a cleanliness/maintenance schedule.

Marketing Responsibilities:

• Oversee marketing budget
• Marketing team leadership – Coordinator and Promotions Team
• Execute marketing plan and measure results
• Represent the Operator and Chick-fil-A at community events
• Work alongside the Director, Business Development to build community relationships, sales building ideas and ongoing sales innovation streams
• Establish good will and build sales through DOC and PAL coupon distribution
• Develop and execute cross-promotions with other merchants in the surrounding areas
• Develop and execute Business of the Day program
• Promotion tracking & analysis
• Redemption tracking & analysis
• Maintain restaurant website; update with current promotions
• Manage donation requests
• Manage and execute Food Distribution plan (at least once per week)
• Work to increase sales by locating, developing, defining, negotiating, and finding new revenue streams and customer acquisition streams
• Become our ambassador to the community – develop a deep understanding of our community and its opportunities.
• Actively and aggressively go after mutually-beneficial partnerships within the community
• Represent the Operator and Chick-fil-A at community events
• Develop and execute cross-promotions with other merchants in the surrounding areas
• Build Rolodex of “Community Influencers” in our area for every Industry – Retail, Restaurants, Finance, Tourism, Hotels, Education, Construction, etc. Build relationships/contacts and work to foster relationships for sales growth.
• Activate strong relationship with government officials
• Oversee social media plan/e-blasts & text messaging programs
• Execute events strategy based on Marketing Plan
• Ensure all communications are in compliance with Chick-fil-A graphic and logo standards
• Distribute appropriate marketing materials to appropriate staff
• Track coupon redemptions; sort for month-end packages
• Ensure sampling is being maximized on a daily basis
• Ensure POP materials are up and all store merchandising is well-coordinated (one consistent message)
• Develop and execute Team Member Contests tied to results
• Maintain restaurant website; update with current promotions
• Manage and execute Food Distribution plan based on 1% marketing credit
• Activate the Cow

Yearly & Quarterly Planning:

• Work with Operator and Director, Business development to complete Annual Marketing Plan and Annual Business Plan.
• Create quarterly plans based on business fluctuations and needs for Marketing and FOH Management Teams.
• Ensure marketing team and FOH drills down plans into daily tasks and execution plans

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
• 2nd 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 hospitality
• Experience as a leader food service operations
• Years of Experience: 2
• Bilingual: English and Spanish
• This is a full time position.
• 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.