Competencies of the Director of Front Counter:
- Dependable.
- Accountable.
- Honesty/integrity.
- Coachable.
- Team player.
- Good communication skills.
- Results oriented.
- Flexible schedule.
Outcomes:
Operations:
- Create a culture of continuous improvement (no shortcuts).
- Engage in 2 visits to others Chick-fil-a restaurants within the year for opportunities to learn and share.
- Track front counter progress through speed of service report.
- Track front counter customers and money through register contests. (Can have delegator in charge of this.)
- Track labor report.
- Track SOS report for front counter cashiers.
- Coaching, evaluating, and providing accountability for all front counter Team Members.
- Track specific front counter, dining room and 3rd party parameters through OE and have solutions for meetings.
- Know how to use smart safe.
Maintain Dining Room, Restrooms and Parking Lot:
- Know how to write checks.
- Ensure FOH is opened/closed properly.
- Systematically and effectively communicating all Customer Experience related goals and success factors to Team Members, trainers and delegators.
- Partner with Director of People to ensure training needs are met.
- Provide vision and accountability of OE to FOH team.
- Positive recognition of team members who do an outstanding job with the guests or each other.
Leadership Development:
- Running breaks, (can allow delegators to do this)
- Labor Cost efficiency. Getting everyone off the clock as close to their time as possible.
- Positional Charts (can allow delegators to do so, but please show them how and have them do it before they come to work.)
- Dedicate at least two hours per week to planning.
- Coaching, evaluating, and providing accountability for all team members in the front counter and dining room.
- Know how to use Inform.
- Have OE parameters tracked in the FOH.
- ROE when Steritech comes.
- Transition from breakfast to lunch is a smooth transition.
- Manage maintenance schedule weekly, monthly, quarterly, and annually.
- Develop front counter, dining room and 3rd part check lists if necessary checklists.
- Waste tracking.
- Use C- Circumstance, A- Action, R- Results to solve problems and challenges
REQUIREMENTS
Mission of the Director of Front Counter- is to develop, coach, and focus people toward delivering remarkable experiences regarding all things front counter, dining room, guest satisfaction, curbside and third party.
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