Front of House

**1) People**:
**Leadership andSupervision**
- Lead FOH team members during shifts, assigning responsibilities and ensuring optimal station coverage.
- Provide real-time coaching on hospitality, order accuracy and guest recovery.
- Ensure team members are confident and equipped to execute Winning Hearts Every day Strategy during all operating hours.
- Ensure team members are proficient with Pathways.
- Develop team members to become Trainers and Leaders.

**Training and Development**:

- Support onboarding of new hires through buddying, on-the-job training, and role modelling.
- Provide hands-on coaching to team members, focusing on order taking, guest service, and dining room management.
- Identify areas where team members can improve and give constructive feedback to encourage growth.

**Culture and Accountability**:

- Foster a disciplined yet supportive Fron of
- Create a culture of continuous improvement by finding small increment wins in systems, processes and gains in productivity.
- Addresses performance issues fairly, consistently and in alignment with Chick-fil-A’s values.
- Create an environment where we develop a culture that are

**“See something say something”**

**“We take care of each other”**

**“Clean as you go”**

**“If it is to be, it is up to me”**

**2) Execution**
- Ensure every guest receives warm, attentive, and personalized hospitality.
- Ensure opening and closing procedures are executed properly.
- Continuously look for improvements to enhance productivity, food quality, service quality, systems and processes with team members at the centre.
- Monitor and coach team members on guest interactions, tone, and body language.
- Handle escalated guest concerns, resolving issues quickly and leaving guests with a positive impression.
- Receive and store inventory according toguidelines
- Maintain a clean, clutter free front counter/dining room floor at all times.
- Execute rigorous regular cleanliness regime and program in front counter/dining room.
- Execute rigorous equipment maintenance regime.
- Performs and coach results of eRQAs, audit findings and mystery shopper findings.
- Oversee front counter, dining room, and digital order (takeaway/delivery) handoff to ensure smooth operations.
- Drive speed of service goals by monitoring order times and coordinating with BOH for seamless flow.
- Manage cash handling procedures and ensure accuracy.
- Ensure compliance with food safety and hygiene standards in the FOH environment.
- Leads the FOH team leader meetings to give them their area scores results, check on previous meetings goal achievement, trains the net business plan goals to be implemented and give feedback on their performance of their supervisor role.
- Download key messages from FOH Manager meeting to team members for continuous improvements

**3) Metrics**

The FOH Manager will be measured by:

- Guest Satisfaction:

- Mystery Shopper scores, Voice of Guest feedback, and NPS results.
- Service recovery success rate.
- Operational Performance:

- Average order accuracy and speed of service times.
- Cleanliness audit scores for dining and FOH areas.
- People Metrics:

- FOH team retention rate.
- Training completion and cross-training coverage.
- Team engagement and guest-facing behavior consistency.
- Financial Metrics:

- Cash variance within acceptable limits.
- FOH labor cost % within budget.

**4) Additional Duties in Support of Other Functions**:

- Partner with BOH Team Leaders to ensure smooth coordination between kitchen and FOH.
- Support Marketing & Community Engagement initiatives by helping FOH staff represent Chick-fil-A at events.
- Assist People Operations with FOH hiring interviews, training feedback, and performance reviews.
- Provide input to Finance/Admin regarding FOH scheduling and labor planning.
- Jump in to manage a shift should the need arises with the least amount of stress possible.

**5) Required Attributes**:

- Strong sense of hospitality and genuine enjoyment in serving guests.
- Hands-on leader who leads by example and sets the tone for others.
- Excellent communicator who can guide, coach, and encourage others effectively.
- Problem-solver with the ability to remain calm and resourceful under pressure.
- Detail-oriented, vigilant in cleanliness, service flow, and guest interactions.
- Patient coach who values developing others and celebrating their progress.
- Resilient and adaptable, especially during high-volume service periods.
- Growth-minded, eager to learn and improve personally and professionally.
- Reliable, punctual, and trustworthy with a strong sense of accountability.