Drive Thru Operations Manager

Description
"Bring joy to all people"

The Director of Drive Thru Operations is to develop strategies around the drive thru speed, accuracy, guest and team experience, and daily systems that point towards the store vision

Goals: Reach 2 min speed of service, 98% order accuracy, and create remarkable guest experiences.

Objectives:

• Be equal to other restaurant leadership.
• Meet regularly with restaurant Leadership Team and collaborate on restaurant goals.
• Be an ambassador for overall store mission and purpose.
• Be a champion of the Raving Fans Strategy.
• Maintain excellence in character and Chick-fil-A's vision and values.
• Diligently seek to maintain the unity of the leadership and team members.
• Maintain all food safety and freshness as well as team and guest experiences.
• Maintain Chick-fil-A's standard in regarding to food taste, temperature, presentation, and speed.

Operational Management

• Ensure proper management and documentation of all daily BOH and FOH systems and guidelines.
• Schedule: Works with HR Director and General Manager to ensure proper coverage and productivity.
• Quarterly Orientations: Schedule detailed review on needed FOH and BOH team training and development. (Sunday afternoons)
• Daily Shift Huddles: Focus on development, encouragement, quality, cleanliness and tasks.
• Jolt: Complete execution to Chick-fil-A standards and input/tracking of all necessary metrics and tasks (cleaning checklists, shift checklists, boil out schedule, waste, dining room, etc.).
• Food Safety and Quality Metric: SAFE/eRQA to be completed and posted on time.
• Daily counts and input of necessary inventory items into INFORM.
• Chicken rotation: Monitor lean raw and hot chicken procedures to CFA standards.
• Waste management: Weigh waste and record/track every shift (Monthly waste totals given to the General Manager by the first of each month).
• Equipment and Facility management: Oversee EF Team members and monitor workflow and quality.
• Safety and Security: Knows, executes and trains best behaviors within Chick-fil-A standards of safety and security.
• Ensure a culture of food and equipment safety at all times (Using the 10:00am, 2:00pm, and 6:00pm guideline for checking).
• Guest experience: Measure through CEM scores.

Leadership Development

• Develops a recruiting plan with the HR Director.
• Assist in developing leaders, and one mentee while growing their personal leadership and skill capacity.
• Creates and execute a 12-month area development plan of systematic and intentional process for developing FOH and BOH leadership staff and team members including:

1. Monthly 1 on 1's with every leader (30 minutes).
2. Regular FOH and BOH leader meetings (bi-weekly).
3. Tracking of all FOH and BOH Leaders and Team Members training and development on Pathways.
4. Bi-Annual reviews of all FOH and BOH Leaders and Team Members (January and July).

• Oversees a culture of regular encouragement for FOH and BOH team members.
• Orientation, refresh, and professional training of all team members.

FOH and BOH Standards

"Perfect food, served fast and efficiently in a clean and safe environment"

"Raving Fan Strategy" - Seek and pursue innovative ways to create remarkable experiences through the assigned team in the following focuses:

• Perfect Food: Know and execute all Chick-fil-A recipes, product descriptions, procedures, and best practices.
• Serve Fast:
• Efficiency:
• Never throw food in the trash (reuse, promo, or donate).
• Know and execute portion control (proper weights and visual standards). •Track waste and leverage variance reports to make adjustments.
• Refreshingly Clean Environment (Dining Room, Restrooms and Exterior).
• Food Safety Covenant

Your area must be left "cleaner than before".

• Execute Core 4 behaviors.

1. Share a Smile.
2. Create Eye contact.
3. Speak with an enthusiastic tone.
4. Stay Connected to make it personal.

• Make Emotional connections with Guests (Every Team Member - Every Day).
• Activate 2MS strategy: Microbursts of Hospitality

•Genuine: Serve from the heart to show honor, dignity, and respect.

1. a) Guests are immediately known.
2. b) Guests are shown intentional acts of kindness.
3. c) Guests are thanked for visiting our restaurant

•Proactive: Take the initiative as you anticipate needs (Refresh beverages, clear trays, carry large orders).

•Personal: Make connections to create fond memories. a) Meaningfully connect with every child.

b) Encourage every guest.

c) Error on the side of generosity.

d) Capitalize on "Clickable" moments.

• Read the Guests correctly (Use the Mood Meter).
• Keep going faster (Speed under control).
• Work closely with the Health Department to ensure high food safety standards (Serve Safe

Requirements

• Must be at least 16 years of age upon hire date
• Must be eligible to work in the United States
• Must have a source of reliable transportation
• Ability to handle all equipment, pans, pots, navigating shelving both high and low
• Reading, writing, and basic math and verbal communication skills required
• Works in hot, noisy and fast paced environment
• Mobility required during shifts
• Must work well under pressure
• Must be able to respond to changes or edits to orders quickly and efficiently

Company Information
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.