Operations Manager - Hospitality - Chick-fil-A
Brooklyn, NY 11217
About the Job
Immediate Openings
Description:
The Operations Manager (OM) will work directly with the Senior Operations Manager, Director of Operations, and other members of the leadership team to execute strategies that focus on delivering world-class hospitality and crave-able food while adhering to all Chick-fil-A standards. While being an ambassador of the brand, the Operations Manager will also work closely with other leaders, such as the Catering manager and catering team, to help grow the brand in Brooklyn, NY. The Operations Manager is responsible for coaching the behaviors and providing accountability to all Team Leaders and Team Members who work for the organization.
Those behaviors include customers first, working with a sense of urgency to improve our speed of service, and ensuring all Chick-fil-A training and procedures are followed. The Operations Manager has the responsibility for directing the daily operations of the restaurant, ensuring compliance with company standards in all areas of operations, including production, preparation, guest relations, restaurant maintenance and repair, inventory management, team management, recruiting, financial accountability, ensuring the highest quality products and services are delivered to our customers and other duties as required. You must be a minimum age of 21+ years old and have a NY food handlers permit for this job.
NOTEWORTHY BEHAVIORS
What specific behaviors should a person in this position to have to achieve both SUCCESS and ORGANIZATIONAL IMPERATIVES?
Quick to connect
• Fluent
• Fast-talking
• Lively
• Enthusiastic
Proactive
• Takes initiative
• Competitive
• Driven to get things done
• Positive response to pressure
Job Skill Behaviors
Demonstrates core values:
- Honesty- Own your mistakes, learn and grow from them
- Integrity- Do the right thing because it’s the right thing to do. Who are you when no one else is looking?
- Commitment- Make a promise to give 110% always. Never give up
- Pursuit of Excellence- In all things you do, do them with honor, dignity, and respect. Be the BEST.
Have a Winning attitude
- Customers First
- Hustle & Drive
- Optimistic
- Seeks Continuous Improvement and development
Strong Work Ethic and High-Performance
- Availability to open and close our restaurant, flexibility
- Ability to open and close the restaurant effectively
- Welcoming to feedback, Self-motivated, and can motivate others
- Ability to coach and develop others; continuous improvement
- Ability to solve problems and make quick decisions when necessary
- Take initiative and ownership of the shift, especially in the absence of a manager
- Can delegate when needed
- Has awareness (360 degrees, head on a swivel)
- Servant Leader, team-oriented with a passion for people and world-class service.
- Well-organized manager with excellent verbal, written, and electronic communication skills
- Ability to work efficiently and keep calm under pressure. Work long hours in a stressful environment.
SUMMARY
The focus of this job is making connections with people, motivating and inspiring them to achieve results. Poise and an engaging, empathetic communication style based on natural warmth and enthusiasm are the keys to achieving the goals of this job. The work involves driving toward results by enrolling the commitment and buy-in of others. While the job requires strong initiative and self-direction, results are only achieved with and through people. A sincere appreciation for people and how they are each uniquely motivated is the foundation for designing and implementing interactive communication and decision-making processes. Knowledge and skill in successfully influencing and persuading others by understanding how their individual needs and motivations link to goals are essential. The job requires a high degree of “selling,” whether of ideas and policies within the organization or products or services in the marketplace. The job environment is fast-paced and results-oriented. While there is an urgency to goal achievement, responsibility for achieving results needs to be shared and effectively delegated when necessary. Initiating projects and processes beyond established organizational practices will often require training and developing others and enlisting their support using a “selling” rather than “telling” communication style. A self-confident, extroverted style that can enliven, engage, and positively impact individuals and groups is essential. The job has a variety of tasks and is dynamic and changing. Because goals and desired results can quickly change, the job requires regularly meeting and proactively establishing relationships with new groups. Understanding, quickly reacting, and motivating others to adapt to the changing organizational environment are critical to success. In general, the core of this position requires a motivated team builder and organization developer.
JOB CHARACTERISTICS
• Variety of activities Multiple projects occurring simultaneously Multi-tasking Sense of urgency for goal achievement Fast-paced environment
• People/relationships focus Team building Inspire, motivate others, and engage their commitment
• Involve others in the decision-making process, cooperative, collaborative decision-making. Must assume responsibility for risk
• Extroverted, warm, enthusiastic, empathetic, stimulating communicator Persuasive “selling” style, collaborative approach
• Leadership based on the ability to motivate others
• Strong commitment to results
• Delegate authority readily
MEASURING SUCCESS
How will you know this position has been successful?
1. Customer Comments- positive and negative
2. Improvement in scores
Quality Improvement Visit (QIV)
- Product and Production Environment
- Service and Kitchen areas must be clean at all times (fresh sanitizer water, clean floors, and handwashing sinks)
Daily S.A.F.E Assessment
- Ensure that S.A.F.E assessments are completed daily
- follow up with team members and corrective actions
- communicate with the training coordinator and team leaders regarding retraining team members
Food Cost/Inventory Management
- Positive Food Cost Gap
- Work with team members and managers to follow all policies and recipes.
1) Accurate tracking of waste
2) EVERYTHING is rung-up on POS system (waste, re-makes, etc…)
3) Portion Control (Prep, Waffle fries, desserts)
Labor Cost Management
-Daily Labor Percentage & Productivity Rate Range
3. Shift management, Task completion, daily operations completed
4. Evaluations from Directors and Operator
5. Accountability among managers and leadership team (peer-to-peer feedback)
6. Team member feedback
7. Completion of action items following a leadership meeting
8. Training and Education
EDUCATION
• High School Diploma or equivalent, Bachelor’s Degree plus
WORK SCHEDULE AND SECONDARY RESPONSIBILITIES
• Hours are not guaranteed but are predictably assigned in accordance with the NYC Fair Work Week Law. Hours are subject to change based on business needs and are assigned based on an individual’s availability, work performance, and dependability.
• Can work a minimum of 35 hours a week, but not more than 45 per week
*It is the employee’s responsibility to monitor weekly hours. Any unapproved overtime is subject to disciplinary actions and/or termination
• Must be available to work on Saturdays
• When multiple leaders are scheduled for a shift, the manager may have to assume the responsibilities of a regular team member.
Work Environment
The work hours can be long and physically demanding, so employees may find the job tiring. The restaurant environment is likely to be noisy and busy, which can all be stressful. Managers and other members of the leadership team are also on their feet for most of the shift, so comfortable shoes need to be worn, and the job is not suitable for anyone with back problems. Stamina and physical strength are also important, as employees are expected to lift and carry heavy items regularly (at least 25 lbs). Leaders may be expected to start work very early or work at night. Team morale and positivity are very important and a part of the Chick-fil-A culture.
Working at a Chick-fil-A® restaurant is more than a job – it’s an opportunity for teamwork and leadership development in a positive, people-focused environment. Most Chick-fil-A restaurants are locally owned and operated by independent, franchised Operators who invest in the future of their Team Members and give back to their communities.
