Front of House Operations Manager

Vision

To be obsessed with our Guest

Mission

To be the premier organization in West Chester known for our Care and Competence

The PM FoH Manager is responsible for building a FoH team, creating remarkable guest experiences by developing FoH leaders and creating and managing FoH systems for ultimate financial stewardship.

This is a 40 - 50+ hour/week hourly position, including 35-45+ hours of operational time, and up to 10 hours of non-operational time, serving alongside Team Leaders and Captains within FoH.

Reports to: Operations Director/Executive Director/Operator

Must complete Servsafe Training

To fulfill this role, the FoH Manager needs to:

• Be an ambassador for the overstore mission – To be the premier organization in West Chester known for our Care and Competence 
•  Embody the Core Values – Grit, Excellence, Service, Confidence, Integrity
• Maintain Excellence in character and conduct
• Diligently seek to maintain the unity of the Leadership Team, serving with humility
• Be a champion of the Winning Hearts Strategy

·      Clean and Safe Environment

·      Great Food

·      Fast and Accurate Service

·      Genuine Hospitality

Protects and Advocates for the Chick-fil-A Brand:

• Oversees an awesome team culture where our core values are championed
• Ensures all restaurant operations are consistent with the image and culture of Chick-fil-A
• Ensures all day parts are adequately staffed to create remarkable guest experiences
• Understands and executes restaurant systems and processes in order to create remarkable guest experiences
• Champions stewardship to drive organizational profitability

Basic Functions:

Serves

·      Works operationally 40-45 hours a week 

·      Continually assess opportunities to improve guest experience, food safety/quality, operational procedures, business growth, and profitability

·      Works at least 3 Saturdays a month, and availability to open/closes regularly as needed 

Partners and Scoreboards

·      Collaborates with Operations Director to ensure oversight of food quality and safety, team development, and financial return goals

·      Oversees score boarding of relevant metrics in each business area 

·      Ensures the team understands relevant metrics

·      Meets regularly with the Operator and Operations Director to align on goals, progress

Elevate the team –

·      Grows Culture: Oversees an awesome team culture where our Chick-fil-A West Chester values are championed

·      Provides coaching, correction, clarity, accountability, and encouragement to Team Members and Leaders

·      Maximizes capacity - Identifies, trains, releases, and coaches Team Members and Leaders to grow in their personal leadership capacity and job skills

·      Intentionally develops team members

·      Intentionally develops Team Leaders and Crew Leaders

·      Partners with the Director of Operations and Talent Director to ensure leadership and operational development. 

·      Provides clarity - Team Members and Leaders know and execute their roles with excellence

Ensures proper management and documentation of all restaurant systems

·      Annual Business Plan - Speaks into and implements a comprehensive business plan to achieve long-term business growth

·      Schedule - Collaborates with Operations Director to ensure proper coverage, productivity, and forecasting

·      VSBL - Executes all tasks to Chick-fil-A standards via Jolt (Operational, cleaning, food safety, operations checklists)

·      Manager Station - Ensures proper documentation (Vendor check-in, borrowed log, invoices/receipts)

·      IPOS - Understand IPOS play expectations and how to execute at appropriate times. 

·      Knows all IPOS positions and expectations

·      Truck Ordering/Inventory Management – Understands Chick-fil-A truck ordering processes, forecasting, and inventory organization

·      Food Donation Program/Discounts/Waste – Follows food donation/Discount/Waste systems per Chick-fil-A standards

·      Schedule – Collaborates with scheduler to ensure proper coverage, training, and throughput

·      Human Resources

• Participates in Leadership interviews
• Oversees and protects all business area VSBL communications to ensure excellence and culture
• Ensures Chick-fil-A discipline standards are being followed per Handbook guidelines
• Implements and tracks a systematic and intentional training process for new hires
• Oversees Crew Leader and Team Leader development processes
• Executes new Team Member “first day experience”
• Conducts bi-annual reviews of all Team Members

·      Knows and executes all Chick-fil-A recipes, product descriptions and best practices

·      Catering Systems

·      Ensures all catering orders are fulfilled to Chick-fil-A standards

·      Reorientations - Schedule deep dive training and development for Leaders and Team Members

·      Executes Food Safety Systems

• Conducts SAFE Daily Critical once per week
• Ensures SAFE Daily Critical and ERQA are performed and results are posted 2x per day 
• Ensures and SAFE Evaluation/Health Department risk items are rectified within 24 hours
• Conducts ERQA once per week
• Audits food regularly with Team Members and Leaders
• Ensures Team Leaders complete ERQA/Audits each shift
• Ensure all equipment is always in good repair and functional. Report any facilities and equipment issues to Executive Director 
• Food Safety Covenant - Strictly adheres to all Chick-fil-A West Chester city food safety standards

·      Operational Excellence - Maintains clean, organized, and sanitary environments at all times

·      Financial Return

• Tracks and Scoreboards results
• Ensures correct sales forecasting
• Innovates greater means of stewardship throughout the organization

Working at a Chick-fil-A® restaurant is more than a job – it’s an opportunity for teamwork and leadership development in a positive, people-focused environment. Most Chick-fil-A restaurants are locally owned and operated by independent, franchised Operators who invest in the future of their Team Members and give back to their communities.