Catering Director

The Role of the Catering Director:

The Catering Director is the Ambassador, leader and critical component in ensuring that the restaurant is successful in achieving all aspects of Create Raving Fans model through the catering experience.

Duties & Responsibilities:

• 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 team around catering.

• Develop every team members in such a way that they are guest focused, and working to execute Create Raving Fans. This should be highly intentional and happening each and every day through goal-setting and regular performance feedback.

• Understand the federal and local health code regulations.

• Provide written monthly and yearly business plan.

• Evaluate all catering and customer service points areas and make recommendation to Operator for improvements.

• Account Manager for any third party catering services

• Ensure all inside catering orders, ADPs and deliveries are staffed properly to execute 2MS, OE and EC.

• Protect the catering customer experience by ensuring packaging, food presentation and quality is top level\.

• Create and maintain documentation around all catering procedures. Create training program for new team leaders around catering.

• Responsible for training of all leaders on execution of Catering, ADPs and deliveries.

• Ensure and coach Team Members/Leaders to consistently follow all Chick-fil- A catering processes and procedures.

• Responsible for all processes around catering ordering, deferred ordering, packaging, follow up and execution.

• Responsible for checking store email for online catering orders and catering voicemails.

• Follow up with all catering orders for understanding of experience and ways to improve.

• Appropriately handle all catering customer issues and play a positive role in customer recovery.

• Own execution of catering with orders in terms of order preparation, customer interaction and delivery of food.

• Ensure catering orders are completed adhering to CFA catering procedures/guidelines.

• Assist Marketing Director in building of catering sales through catering callbacks, neighborhood relationships, and catering awareness pushes.

• Ensure Catering Area in back is clean, organized and inventory is correct based on upcoming orders

• Ensure timely response to all contact by customers- No more than 24 hours.

• Ensure other leaders are prepared to execute all catering and ADP in times of absence.

• Influence Culture of Continuous Improvement:

• Create culture of “continuous improvement” in service points (no shortcuts)

• Communicate operational improvement ideas to Operator

• Frequently research QSR competitors to critique catering system and menu

• Work on personal leadership development.

Requirements:

• TMDP certified in all areas of the Front Counter Restaurant – Catering, etc.

• Available to work a minimum of 40 hours per week including 5 hours of overtime, if you wish.

• Understand the expectation of Chick-fil-A customer service standards.

Allocate at least two hours per week to planning

Skills:

• Focus on systematically and effectively communicating all Customer Experience related goals and success factors to Team Members

• Combine critical thinking and practical leadership to create a culture of innovation

• Effectively coach and give direction across all day parts

• Align hiring, training, and evaluation practices with the Vision of the organization

• Responsible for checking store email for online catering orders and catering voicemails.

• Follow up with all catering orders for understanding of experience and ways to improve.

• Appropriately handle all catering customer issues and play a positive role in customer recovery.

• Own execution of catering with orders in terms of order preparation, customer interaction and delivery of food.

• Ensure catering orders are completed adhering to CFA catering procedures/guidelines.

• Assist Marketing Director in building of catering sales through catering callbacks, neighborhood relationships, and catering awareness pushes.

• Ensure Catering Area in back is clean, organized and inventory is correct based on upcoming orders

• Ensure timely response to all contact by customers- No more than 24 hours.

• Ensure other leaders are prepared to execute all catering and ADP in times of absence.

• Influence Culture of Continuous Improvement:

• Create culture of “continuous improvement” in service points (no shortcuts)

• Communicate operational improvement ideas to Operator

• Frequently research QSR competitors to critique catering system and menu

• Work on personal leadership development

The Role of the Catering Director:

The Catering Director is the Ambassador, leader and critical component in ensuring that the restaurant is successful in achieving all aspects of Create Raving Fans model through the catering experience.

Duties & Responsibilities:

• 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 team around catering.

• Develop every team members in such a way that they are guest focused, and working to execute Create Raving Fans. This should be highly intentional and happening each and every day through goal-setting and regular performance feedback.

• Understand the federal and local health code regulations.

• Provide Lauren with written monthly and yearly business plan.

• Evaluate all catering and customer service points areas and make recommendation to Operator for improvements.

• Account Manager for any third party catering services

• Ensure all inside catering orders, ADPs and deliveries are staffed properly to execute 2MS, OE and EC.

• Protect the catering customer experience by ensuring packaging, food presentation and quality is top level\.

• Create and maintain documentation around all catering procedures. Create training program for new team leaders around catering.

• Responsible for training of all leaders on execution of Catering, ADPs and deliveries.

• Ensure and coach Team Members/Leaders to consistently follow all Chick-fil- A catering processes and procedures.

• Responsible for all processes around catering ordering, deferred ordering, packaging, follow up and execution.

• Responsible for checking store email for online catering orders and catering voicemails.

• Follow up with all catering orders for understanding of experience and ways to improve.

• Appropriately handle all catering customer issues and play a positive role in customer recovery.

• Own execution of catering with orders in terms of order preparation, customer interaction and delivery of food.

• Ensure catering orders are completed adhering to CFA catering procedures/guidelines.

• Assist Marketing Director in building of catering sales through catering callbacks, neighborhood relationships, and catering awareness pushes.

• Ensure Catering Area in back is clean, organized and inventory is correct based on upcoming orders

• Ensure timely response to all contact by customers- No more than 24 hours.

• Ensure other leaders are prepared to execute all catering and ADP in times of absence.

• Influence Culture of Continuous Improvement:

• Create culture of “continuous improvement” in service points (no shortcuts)

• Communicate operational improvement ideas to Operator

• Frequently research QSR competitors to critique catering system and menu

• Work on personal leadership development.

Requirements:

• TMDP certified in all areas of the Front Counter Restaurant – Catering, etc.

• Available to work a minimum of 40 hours per week including 5 hours of overtime, if you wish.

• Understand the expectation of Chick-fil-A customer service standards.

Allocate at least two hours per week to planning

Skills:

• Focus on systematically and effectively communicating all Customer Experience related goals and success factors to Team Members

• Combine critical thinking and practical leadership to create a culture of innovation

• Effectively coach and give direction across all day parts

• Align hiring, training, and evaluation practices with the Vision of the organization

• Passion for developing people and possess strong leadership skills.

• Strategic thinker, Goal-oriented, Tech-savvy

• Great communicator both in handling difficult situations and a diverse team.

• Understand the fundamentals of every position on the team.

• Mature and dependable

• Outgoing/friendly/patient

• Leader (track record of achievement); Desire for ongoing training/education

• Ability to work in a team environment

• Results-oriented

• Detailed & keenly observant

• Passion for procedural discipline

• Ability to make decisions quickly

• Ability to motivate others

• Proven history of consistently performing at a high level

 

Measurement / Accountability

• Results-oriented

• Detailed & keenly observant

• Passion for procedural discipline

• Ability to make decisions quickly