Hospitality Director

2 weeks ago

Marlborough, United States Chick-fil-A | Green Mountain LLC Full time

**Key Expectations**: Responsible for developing, contributing, and empowering our team members to execute “REMARK”able service with hospitality at all times. Your ultimate goal is to create a positive experience for all of our guests by development, training, coaching, and accountability of team members under your supervision. This is measured by CEM scores, and developmental coaching and assessments performed on behalf of those in your care.
- Communicate goals in the areas of the Five Critical Success Factors and provide both formal and informal feedback to the team on an ongoing basis.
- Activate the Winning Hearts Strategy.
- Identify potential leaders and help them develop and grow both operationally and relationally.
- Create LEAN processes to better the team and guest experience.
- Hold FOH team members accountable to all policy standards, for example, timeliness, grooming, cell phones, uniforms, etc.
- Work with the Training Director to develop team members in all areas and systems for areas of focus.
- Ensure we are executing proper procedures in order taking, hospitality behaviors, speed, and accuracy and provide ongoing feedback to team members and Training Director.
- Protect the guest's experience in both areas of the FOH by ensuring packaging, food presentation, and quality meets or exceeds Chick-fil-A standards.
- Ensure FOH consistently and systematically meets cleanliness standards (front counter, dining room drive thru, parking lot, restrooms, curbside, etc.)
- Report all Sedgwick Claims to the General Manager within 24 hours.
- Execute a hospitality plan and empower the team to meet daily, weekly, monthly goals and annual goals.
- Ensure Jolt is completed daily.
- Partner with Training Director to execute training and roll-out of new products
- Ensure speed in all areas of the front counter, curbside and dining room.
- Create suggestive selling culture with FOH team members, including upselling to large, new items, etc.
- Notifying the General Manager and the admin coordinator within 24 hours of any equipment or facility repairs.
- Ensure in-store marketing, community boards, social media program, fresh flowers, sampling, and surprise, digital offer cards, gift cards, and delight initiatives.
- Supports FOH director completion of FOH team members 30 days and annual reviews
- Oversee all cash handling processes including: counting drawers/deposit drops, change fund counts, and open/mid/close counts.
- Record transfers into the manager computer

**Hospitality Director**:

- Must have open availability and work up to 50 hours per week in the restaurant.
- Must be ServeSafe, Choke, and Allergen Certified.
- Execute the S.E.R.V.E. Leadership Model.
- Lead the team with enthusiasm and passion.
- 5 to 10 Hours of admin per week (Subject to operational needs)

**REQUIREMENTS**:

- Must be at least 18 years of age
- Must be eligible to work in the United States
- Must have a source of reliable transportation
- attention to detail
- Works in well in fast paced environment
- Mobility required during shifts
- Must be available to work Saturdays

In our kitchens, we focus on fresh and simple ingredients. And we always have. Since the beginning, we've served chicken that is whole breast meat, with no added fillers or hormones, and we bread it by hand in our restaurants. Produce is delivered fresh to our kitchens several times a week. Salads are chopped and prepared fresh throughout the day. Whole lemons are freshly squeezed in our restaurants and combined with pure cane sugar and water (yep, that’s all) to make Chick-fil-A Lemonade®. It may not be the easy way, but it's the only way we know.

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