Director of Operations
Workstream, Houston, TX, United States
Overview
The Director of Operations’ key objective is driving operational excellence to ensure guest experience fundamentals are consistently achieved. The role and responsibility of the Director of Operations is to set the operational pace of the restaurant through engaging team members and leaders in the mission. The Director of Operations is expected to leverage the systems and resources necessary to monitor effectiveness of operational areas and the business as a whole. If systems are not readily available, they are expected to create & adjust restaurant-specific systems to drive results in both the guest experience and financial stewardship areas.
Responsibilities
Plan, develop/adapt, and monitor all operations systems to achieve missional fulfillment
Build & Develop second tier leadership in restaurant, developing top talent within the existing team
Maintain and control all financial aspects of the restaurant to ensure profitability and budgeting goals; drives financial stewardship & key reinvestment opportunities
Drive Food Safety culture in conjunction with the Food Safety Director to maintain ELITE status for the restaurant
Monitor & track status of yearly shared goals, owning the strategy & resources to hit targets for the following
a. Overall Satisfaction score of Top 20%, Above average the Operator Team
b. Winning Hearts CEM Metrics meet or exceed goals
c. Labor Productivity Goals
Summary of Expectations
Represent the Operator well through professionalism, integrity and hard work
Proactively develop, monitor, and execute systems daily to ensure guest experience is REMARKable & following Winning Hearts Everyday Focus Areas
Willingness & ability to serve team members and guests in any capacity needed to serve
Working with all operational teams to:
Set & achieve specific team goals
Foster team growth and skill development
Cultivate learning, improvement and accountability
Create a culture of learning & demanding of excellence
Verify all areas of restaurant are meeting their goals and are procedurally tight
Verify your night DT, FOH, DR, and BOH teams and leaders are scheduling monthly deep cleaning sessions for their areas of the business
Prepare for and meet regularly with the Operator (weekly at minimum) and other Senior Leaders
Perform daily huddles and/or oversee the consistent execution of huddles through leaders
Coach and teach leaders to ensure they have the capacity to meet expectations
Respond to urgent situations and be available to lend support
Create an environment of hustle that allows us to be “Surprisingly” fast
Perform or oversee the following LENS feedback systems:
eRQA daily
SAFE critical daily
Mock ROE on a weekly basis
CEM Winning Hearts Trend weekly breakdown
Coach, evaluate, and provide encouragement and accountability for teams as well as other members of the HPLT
Work in conjunction with the Training Coordinator to certify trainers and ensure operational efficiency of team members
Ensure uniform compliance, unit security & safety compliance of restaurant
Use play books and checklists to complete daily tasks on a consistent basis
Use and develop systems for shift leadership to promote consistency and Operational Excellence
Implement innovations that will aid in improving operational excellence
Coach, evaluate, and provide accountability for team leaders in regards to operational results
Align daily practices of all areas of the business so they work together to provide a great Chick-fil-A experience for the team and guest
Keep all FCR line items in budget
Makes good decisions in a timely manner based upon a mixture of analysis, wisdom, experience, and judgment
Adopts formal methodologies and processes for key store decisions
Provides challenging and stretching tasks or assignments designed to grow leaders
Initiates and serves as lead on new operational projects to ensure adequate resourcing
Constantly monitors and maintains quality and productivity of FOH + BOH areas
Works in a systematic and methodical way, allowing for efficient & effective pass-off of delegated tasks
Demonstrates positive attitude and confidence, leading team morale
Pursues everything with energy, drive, and a need to see all projects to full completion
Seeks informal and formal feedback and leverages information to grow and develop
Can quickly sense what will help or hinder accomplishing a goal + eliminates roadblocks
Seeks out the input of area leaders to identify organizational opportunities in which to effectively prioritize
Creates focus by setting priorities with the team & provides guidance and follow-up
Gains influence of fellow team members through consistent display of high character
Displays administrative abilities in keeping up-to-date data in all systems they oversee
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The Director of Operations’ key objective is driving operational excellence to ensure guest experience fundamentals are consistently achieved. The role and responsibility of the Director of Operations is to set the operational pace of the restaurant through engaging team members and leaders in the mission. The Director of Operations is expected to leverage the systems and resources necessary to monitor effectiveness of operational areas and the business as a whole. If systems are not readily available, they are expected to create & adjust restaurant-specific systems to drive results in both the guest experience and financial stewardship areas.
Responsibilities
Plan, develop/adapt, and monitor all operations systems to achieve missional fulfillment
Build & Develop second tier leadership in restaurant, developing top talent within the existing team
Maintain and control all financial aspects of the restaurant to ensure profitability and budgeting goals; drives financial stewardship & key reinvestment opportunities
Drive Food Safety culture in conjunction with the Food Safety Director to maintain ELITE status for the restaurant
Monitor & track status of yearly shared goals, owning the strategy & resources to hit targets for the following
a. Overall Satisfaction score of Top 20%, Above average the Operator Team
b. Winning Hearts CEM Metrics meet or exceed goals
c. Labor Productivity Goals
Summary of Expectations
Represent the Operator well through professionalism, integrity and hard work
Proactively develop, monitor, and execute systems daily to ensure guest experience is REMARKable & following Winning Hearts Everyday Focus Areas
Willingness & ability to serve team members and guests in any capacity needed to serve
Working with all operational teams to:
Set & achieve specific team goals
Foster team growth and skill development
Cultivate learning, improvement and accountability
Create a culture of learning & demanding of excellence
Verify all areas of restaurant are meeting their goals and are procedurally tight
Verify your night DT, FOH, DR, and BOH teams and leaders are scheduling monthly deep cleaning sessions for their areas of the business
Prepare for and meet regularly with the Operator (weekly at minimum) and other Senior Leaders
Perform daily huddles and/or oversee the consistent execution of huddles through leaders
Coach and teach leaders to ensure they have the capacity to meet expectations
Respond to urgent situations and be available to lend support
Create an environment of hustle that allows us to be “Surprisingly” fast
Perform or oversee the following LENS feedback systems:
eRQA daily
SAFE critical daily
Mock ROE on a weekly basis
CEM Winning Hearts Trend weekly breakdown
Coach, evaluate, and provide encouragement and accountability for teams as well as other members of the HPLT
Work in conjunction with the Training Coordinator to certify trainers and ensure operational efficiency of team members
Ensure uniform compliance, unit security & safety compliance of restaurant
Use play books and checklists to complete daily tasks on a consistent basis
Use and develop systems for shift leadership to promote consistency and Operational Excellence
Implement innovations that will aid in improving operational excellence
Coach, evaluate, and provide accountability for team leaders in regards to operational results
Align daily practices of all areas of the business so they work together to provide a great Chick-fil-A experience for the team and guest
Keep all FCR line items in budget
Makes good decisions in a timely manner based upon a mixture of analysis, wisdom, experience, and judgment
Adopts formal methodologies and processes for key store decisions
Provides challenging and stretching tasks or assignments designed to grow leaders
Initiates and serves as lead on new operational projects to ensure adequate resourcing
Constantly monitors and maintains quality and productivity of FOH + BOH areas
Works in a systematic and methodical way, allowing for efficient & effective pass-off of delegated tasks
Demonstrates positive attitude and confidence, leading team morale
Pursues everything with energy, drive, and a need to see all projects to full completion
Seeks informal and formal feedback and leverages information to grow and develop
Can quickly sense what will help or hinder accomplishing a goal + eliminates roadblocks
Seeks out the input of area leaders to identify organizational opportunities in which to effectively prioritize
Creates focus by setting priorities with the team & provides guidance and follow-up
Gains influence of fellow team members through consistent display of high character
Displays administrative abilities in keeping up-to-date data in all systems they oversee
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