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Guest Experience Director

Chick-fil-A Jacksonville:

The Director of Guest Experience (Operations & Systems) serves on the executive team as a forward-thinking partner who provides visionary leadership to ensure that the overall efforts of the entire team are achieving all business goals. This Director is responsible for leading, creating, training, and executing all processes and systems the team needs to perform at a high level. This Director will partner with other members of the Executive team to plan out new systems, equipment maintenance, processes, and ensure that the rollout to the team is smooth. Also entrusted to this role is the continued growth of all systems and processes, ensuring they are being performed thoroughly and improving on them as needed. They lead the team to serve and impact on the lives of our guests, to ensure they feel cared for, by modeling core vision, values, and culture. Serve Craveable food, Fast and Accurately in a welcoming environment with attentive and friendly team members who provide second-mile service.

Metrics:

CEM scores (Speed, CLEAN, Attentive & Friendly, Taste, & CARES top 20%), SAFE visits (Elite Status and), QIV visits (95% or higher), eRQAs done daily & 2 Mile Service for Smart Shop visits above average, AHA at 90%, Probiz 90% completion.

Day to day operations/systems:

Over sees that all systems are being executed.
- Probiz - 90% completion, Donations, cash & coupon tracking, cleaning, daily checklists, cares, ownership logs, etc.
Delivers a remarkable experience for all guests by coaching behaviors of all team leaders and members who work the front counter and kitchen. This includes Safety Team (Team Leader, Quality/AHA shift leader, safety team members) and Hospitality Team (Team Leader, Speed/Delivery Shift Leader and hosts). Those behaviors include the execution of systems that ensure the Winning hearts strategy:
- Clean & Safe Environment (including team member hygiene and restaurant cleanliness) great food, pursuing excellence in quality and food safety.
- Partners with Restaurant and Food Safety leaders to ensure all restaurant and food safety requirements are met. AHA in compliance 90% or more and eRQAS and SAFE criticals completed daily.
- Fast & Friendly (includes accurate) Service & Genuine Hospitality (emphasizes guest recovery and 2nd mile service).
- Partners with the Training Director & leaders to ensure the team is trained and following CFA procedures for all systems in the restaurant.
Partners with the Leaders to make sure all orders have been placed in a timely manner:
- Truck, Bread, Produce, Supply central.
- Waste/donations/credits have been accounted for & large orders prepared on time.
- Communicates with vendors for business needs.
Partners with Training and Admin leaders to ensure we are adequately staffed to execute CFA Delivery, CFA Curbside, Drive Thru, Front Counter/Dining Room, Kitchen, ADP’s efficiently.
Leadership accountability and development. Uses Trello to hold leadership team accountable.
Daily log of things handled in the business and sent at least once a week.
Documents and discusses handbook policy violations:
- Coupons, tardiness, call ins, cash: after payroll or when needed.
- Harassment, quality, appearance, standards of conduct & continued procedure violations.
Partners with Admin/Facilities leaders for all building, equipment and smallware’s maintenance and cleaning (Kitchen, DT, Delivery, Front Counter, Dining Room, IT).
Understands the needs of the business by working at least one open and one close a week in rotation, floating for 3 hrs. on at least 2 days. I have read and understand the information provided in this. This may change depending on business needs.

Benefits:

Great company.
Competitive base pay - Paid hourly based on 40-50 hour work week (40 @ regular pay + 10 @ overtime rate). Pay range is $20-$21 per hour.
Health insurance.
401k - 3% (after 1 year).
Paid time off.
Paid training.
Scholarship opportunities.
Free meals.

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