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Daily Operations

Daily Operations Structure

The "slides of clarity" for all things operations that are specific for Chick-fil-A Vicksburg!

03037 Clarity of Roles.pdf

Key Leader Tasks

Key Leader Tasks in Customer Experience

Shift Leader

DON'T DO EVERYTHING...Lead the leaders
Plan the shift ahead of time
Lead the Hospitality and Production Supervisors. Again, DO NOT run the whole restaurant.
Be THE professional, leader of the business and ensure other leaders do the same.
Current hour or day-part "game plan" communicated.
1. Expected events or promotions/Catering orders/Changes to plan
Rotational systems or processes in place and being followed.
1. Opening/Schedule Breaks/Thaw System/Housekeeping/Break System/Food Safety/Housekeeping/None/Prep Role/Communication Systems/Housekeeping/Stocking System/Break System/None/Current Issue System/Housekeeping/Prep Role/Closing
Check Stewardship:
1. Chick-fil-A Now Metrics
  1. Sales % Change
  2. Labor Productivity
2. Speed of Service
  1. Drive-thru
  2. Dine-in
  3. Carry Out
3. Track any waste in POS (after breakfast, Wed/Sat Icedream mix, daily chicken from prep area)
Coordinate with other Supervisors to ensure prep/checklists/R&M are completed

Hospitality Supervisor (FOH Lead)

DON'T DO EVERYTHING...Lead the leaders
Assign and assist:
1. A FOH Housekeeper, if scheduled.
2. A Front Counter Lead
3. A Drive-thru Lead
4. An iPOS Lead, if iPOS will be used
Assigns/Adjusts/Rotate hospitality roles, on the set-up, a min of three hours in advance.
Supervise and assist Hospitality team members:
1. Is everyone in the proper uniform?
2. Is everyone following "Standard Work?" (Observe approx 5 min)
3. Eliminate "bottlenecks" but don't get "stuck"

Front Counter Lead

Zone Rotation in use.
Core 4 in use by all team members (observe 2 transactions)
Host 1 always in position
Guests are greeted personally as they enter the ordering area
Host roles following Standard Work? (Observe approx 5 min)
Validate two zones that are showing “completed"
Recipe of Service in use. (Observe approx 5 min)
Bathrooms are clean and stocked.
Guests are thanked with a fond farewell as they leave.

Drive-thru Lead

Core 4 in use by all team members (observe 2 transactions)
Headset roles following Standard Work? (Observe/Listen in approx 5 min)
Window role following Standard Work? (Observe approx 5 min)
Dessert and Coffee Area clean, stocked and orderly
Parking lot is clean

iPOS Lead

iPads set-up, charged and updated.
Team members utilizing all safety measures: vests, lights, etc.
Team rotation based on weather and sales.
Traffic control measures in place (i.e. cones)

Production Supervisor (BOH Lead)

DON'T DO EVERYTHING...Lead the leaders
Assign and assist:
1. A BOH Housekeeper. This position is mandatory.
2. A Boards Lead
3. A Prep Lead
4. A Food Safety Lead
Assigns/Adjusts/Rotate production roles, on the set-up, a min of three hours in advance.
Supervise and assist production team members:
1. Is everyone in the proper uniform?
2. Is everyone following "Standard Work?" (Observe approx 5 min)
Check key systems
1. Daily SAFE
2. AHA - https://aha.smartrest.cfahome.com/home
3. Lean Cold Item kanban levels
4. Daily SAFE
Eliminate "bottlenecks" but don't get "stuck"
Ensure Breading Team Members:
1. iPad running?
  1. Yellow apron clean and in approved area?
2. Raw kanbans being maintained?
3. Milkwash level correct?
4. Correct procedures used? (observe 2 cycles)
5. Loading procedures correct? (observe 2 cycles)
Thawing
1. Cabinets Stocked fully
2. All trays labeled?
3. Tracking Sheet up to date and accurate?
4. Clean?

Boards Lead

Check Chicken Kanbans
1. Correct amount in pans?
2. Timers set and correct for each pan?
3. Finisher following Standard Work? (Observe approx 5 min)
4. Nuggets/Strips/Frys following Standard Work? (Observe approx 5 min)
Fries
1. Fry role following Standard Work? (Observe approx 5 min)

Prep Lead

Prep
1. Kanbans filled to current inFORM Forecast levels
2. Prep role following Standard Work? (Observe approx. 5 min)
3. Cool down and chilled pans moving correctly?
4. Pre-prep levels correct and on track

Food Safety Lead

Daily SAFE(s) completed
Hand wash Stations stocked
Ready to eat surfaces clean and sanitized
Gloves/Aprons used properly
Cool-down process being followed
Sanitizer buckets stocked

Housekeepers

The mission of the Housekeeper Team Member is to serve and support all areas of restaurant operations and to ensure food safety.
The Housekeeper team member typically reports to and works directly with the restaurant leadership team to support current operations.
As an important member of the team, the housekeeper supports all areas of the restaurant by helping stock work areas, refilling kanbans, washing, cleaning & maintaining small-wares, equipment and the overall restaurant, rotation of dry, cold, and freezer food items and cleaning supplies, inventory management, removal, compaction and disposal of trash and cardboard, and performs food preparation tasks.

Housekeeper Job Description

Housekeeping Schedule.xlsx

Housekeeping Schedule

Labor Productivity Target Levels

Current Targets

Breakfast - >45
Lunch - >90
Afternoon - > 65
Dinner - >75

Daily - >77

Helpful Documents

What to do when we have nothing to do - BOH

What to do when you have "nothing" to do - BOH

What to do when we have nothing to do - FOH

What to do when you have "nothing" to do - FOH

Kitchen Cleaning Rotation Map

Dining Room Cleaning Rotation

HP Critical Behaviors Assessments.docx

Critical behaviors by role

Our Service Script.docx

Service script

Values and Performance Rubric.xlsx

Values Rubric

Key Leader Tasks in Customer Experience

Key Leader Tasks

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