Hospitality Leader

6 months ago

Orillia, Canada Chick-fil-A Orilla Full time

Hospitality Leader

**Restaurant Vision**: Serve great food and care while supporting our community.

**Role Vision**: To lead others in the Front of House to pursue operational excellence to achieve our mission while embodying the core values.

**Job Summary**

Hospitality Leader is responsible for day-to-day task management of the Front of House. They are leading the team to serve guests with genuine hospitality as well as fast and accurate service. They are to ensure that all guests are shown care and that they can resolve any guest dissatisfaction effectively. They are also to ensure the Front of House is kept organized, clean and safe for all Team Members to work to their best performance.

Hospitality Leader must have a growth mindset, enthusiasm, a positive attitude, and proactive. Hospitality Leader is expected to act as role models for the team, lead groups of people, and help to alleviate pressure from others on duty. Hospitality Leaders are expected to demonstrate exceptional character.

In addition to these qualities, Hospitality Leader must provide constructive and positive feedback to all. To excel in this position, you must enthusiastically and passionately lead by example as you help to develop a strong team with a high standard of excellence.

**Primary Duties and Responsibilities may include**:

- Serve in an operational role in the Front of House
- Lead the Kitchen team each shift with a game plan and shift forecasts
- Managing Team Member performance and staffing needs
- Insures that Team Members follow recipes and read tickets to accurately prepare all orders
- Insures that Team Members are extremely accurate with weights and measurements for all recipe items
- Insures that Team Members work at a pace to maintain restaurant's established speed of service guidelines
- Insures that cashiers follow cash handling procedures at all times
- Executes proper security and cash handling and control procedures and holds cashiers accountable to adhering to policies and procedures
- Insures that Team Members monitor dining room, restroom, parking lot and overall facility cleanliness
- Communicates employee performance and policy/procedure violations to management for appropriate handling
- Strictly adheres to all Company policies and procedures
- Managing day-to-day responsibilities such as cash management, food safety and quality audits
- Leaders should be responsive and aware of surroundings & communication updates
- Able to hold people accountable for fulfilling their role properly
- Proactively seeks out things that need to be done
- Effectively train and develop Team Members and Trainers
- Maintain store cleanliness & organization including both inside and out of the store and quality control
- Set & communicate goals and metrics to succeed (guest satisfaction scores, food waste, etc)
- Engaging and resolving customer complaints through genuine hospitality

Perform physical activities such as lifting (up to 50 lbs.), balancing, bending, standing for long periods of time, walking, handling materials, boxes, equipment, pots, pans, and navigating shelving both high and low
- Act as role model for the new hires and existing team members
- Provide constructive and positive feedback to all team members with the E.S.R.M Model
- Must enthusiastically and passionately lead by example while helping to develop a strong team with a high standard of excellence
- Maintain records of stock, food waste, etc.
- Cleaning front of house dishes and equipment
- Rigorously adhere to food safety and restaurant safety and security practices
- Other duties as assigned by Operator and Restaurant Leadership to meet business needs

**Behaviours of Success**:

- Ability to work in a fast paced environment
- Strong leadership skills and abilities
- Demonstrate strong character and integrity beyond just the functional skill of a team member
- Strong people skills with a desire to serve team members
- Strong commitment to superior customer service
- Ability to manage Team Member behavioural and performance issues
- Ability to work in a team environment with shared ownership and responsibility
- Must be mature, patient, professional, and have a growth mindset at all times
- Gracious, Stewardship, Driven, Builder

**Measure of Success**:

- Food that is served from the Front of House is served correctly and safely
- Daily Completion of eRQAs and food safety assessments are 100%
- FOH is effectively Winning the hearts of our guests everyday
- Embodying our vision, mission, core values and promise to the Operator
- QIV Score of 100%
- Food Safety Score of 1 with no High Risk Findings

**Expectations**:
Permanent Position. Schedule includes Monday to Saturday, as well as some holidays.

**Hours of Operations**: 10:30am - 10:pm. Hours may vary overtime.

Expected hours: 35 - 40 per week
- Previous customer service experience an asset
- Previous leadership experience an asset
- Current Food Safety Certificate a must
- An

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