Roadmap to Growth

Organizational Chart

Positions

As the Owner/Operator, Dennis Williams serves as the Chief Executive Officer of Chick-fil-A Englewood and Chick-fil-A Hackensack and provides guidance and support to his leadership team. The Operator is responsible for the coaching and development of a team of Directors that have accountability and oversight for day-to-day restaurant operations.

The Managing Directors serve as the executive counsel to the operator. They lead the strategic direction and operations of the business. They are responsible for the growth and development of people, including leaders to achieve strategic business goals. The managing director assist in creating the strategic plan for the business and is responsible for ensuring the leadership team achieves sales growth, food safety, and customer service goals.

Front of House

The Director of Operations serves on our Round Table as a forward thinking-partner providing visionary leadership to ensure the overall effort of the directors, coaches, team leaders and team members achieves the business goals. The director’s first responsibility is to the operator to set goals for profitability of the business, and taking ownership in the restaurant having a growth mindset. This individual monitors the level of communication between the directors and other leadership for adequacy. The director must ensure that the relationship among the teams is healthy and strong. Partnering with the operator to protect the safety and security of the restaurant, the director must fully understand all the risks facing the business and be passionate about implementing policies, providing necessary communication, and taking immediate steps to protect Chick-fil-A. Serves as the primary point of contact with visiting Operators and leadership teams.

An Associate Director of Front of House manages the staff in their area of the business ensuring staff, customers, and business needs are met. Associate Directors exhibit high emotional intelligence and leadership capabilities. The Associate Front of House Operations has leadership responsibility over several areas of the business and acts autonomously in making business decisions. The Associate Director of Front of House (FOH) will ensure that the restaurant is activating emotional connections with our guests and making a positive influence in our local community through catering, community events, and public relations. An associate director embodies the values of Chick-fil-A and serve as an ambassador to the community.

The Front of House Manager oversees all aspects of the Front of House Operations including leading, directing, and coaching Team Members. In this role, 85 – 90 percent of your time is spent in leading Operations. This leader is responsible for ensuring Team Members are meeting high standards related to hospitality including Core 4. This leader is highly respected by Team Members and is often responsible for guiding and mentoring emerging leaders. In addition, this leader must be able to solve guest complaints with ease and patience; and be skilled in guest recovery. As the key member of the Operator-Led Delivery Leadership Team and this leader will play two critical roles: 1.) He/she will ensure Operators have what they need to make their delivery business a success, including effective launch support and on-going consulting. 2.) They will represent the needs of Operators to key strategic leaders on the Operator-Led Delivery cross-functional team.

A Front of House Manager oversees all aspects of the Front of House Operations including leading, directing, and coaching Team Members. In this role, 85 – 90 percent of your time is spent in leading Operations. This leader is responsible for ensuring Team Members are meeting high standards related to hospitality including Core 4. This leader is highly respected by Team Members and is often responsible for guiding and mentoring emerging leaders. In addition, this leader must be able to solve guest complaints with ease and patience; and be skilled in guest recovery. This leader is responsible for ensuring training standards and goals are met. They are responsible for training new and continuing Team Members. Their responsibilities include training new team members, creating training plans, and tracking outcomes to ensure standards are met. This leader is accountable for New Hire Orientation ensuring a detailed and welcoming experience so that every new team member understands their role and how they contribute to the success of the business and brand.

A Shift Leader is capable of delegating and leading others effectively. A shift leader is able to identify PIC’s and use aces in their places. A shift lead is able to mitigate and de-escalate customer or employee disputes. A shift leader can properly manage a shift and ensure profitability and efficiency in the daily operation of the business.

The role of a trainer supports the leader on duty. Trainers will also play a primary role in training new team members in their area of the restaurant. Trainers may be assigned a new team member for the duration of their training week or may support training new team members for single shifts depending on availability and business needs. The role of a trainer isn’t just about training new team members their job is to constantly train, coach and develop all team members when needed.

An Advanced Team Member should fulfill all the requirements of a team member with added competency and precision. An advanced team member should show additional operational knowledge and proficiency in their role. An advanced team member has proven to consistently work hard. 

Back of House

The Director of Kitchen Operations (Heart of House) oversees all of the functions in the kitchen including food safety, food-cost, hiring/retaining team members, and developing leaders. It is the director’s responsibility to aid, support, and develop team members and leaders to the best of their abilities, as well as encouraging and maintaining the restaurant’s mission statement. The director also oversees the restaurant’s speed of service and food taste quality, as it is one of the restaurant's goals to serve high quality food at a high speed of service. This director must maintain a professional environment while also encouraging a fun and safe one as well. As an operations leader, the director must establish a culture of feedback/coaching conversations that allows and encourages improvement, growth, and praise for a job well done.

The Associate Director of Kitchen Operations (Heart of House), is responsible for overseeing two important areas in the business that go hand in hand. On the Kitchen side, you oversee all Heart of House operations and ensure that all proper procedures are followed by leaders and team members. On the financial side, the director will ensure that the business is running in a manner that controls the food cost gap and increases the Incremental Profit Opportunity for the restaurant. The director will create and execute strategies that minimize waste and reduce costs. These two go hand in hand as everything that goes on in the Heart of House will have an effect on the financial side of the business. As a Director of these areas, the responsibility would be to ensure the team understands and follows all the proper procedures, as well as understanding how it can affect the business financially.

A Kitchen Manager has the capacity and decision-making ability to consider the larger complexities of the business beyond daily operations. They have proven to act autonomously and are experienced in holding other employees accountable. The Kitchen Manager oversees all aspects of kitchen operations including leading, directing, and coaching Team Members. In this role, 85 – 90 percent of your time is spent in leading Operations. This leader works with all leaders to ensure Food Safety standards are met including the training of new Team Members in addition to ongoing training. They are responsible for Food Safety walk throughs and ensuring that cleaning lists are completed.

A Kitchen Manager has the capacity and decision-making ability to consider the larger complexities of the business beyond daily operations. They have proven to act autonomously and are experienced in holding other employees accountable. The Kitchen Manager oversees all aspects of kitchen operations including leading, directing, and coaching Team Members. In this role, 85 – 90 percent of your time is spent in leading Operations.  This leader is responsible for ensuring training standards and goals are met. They are responsible for training new and continuing Team Members. Their responsibilities include training new team members, creating training plans, and tracking outcomes to ensure standards are met. This leader is accountable for New Hire Orientation ensuring a detailed and welcoming experience so that every new team member understands their role and how they contribute to the success of the business and brand.

A Shift Leader is capable of delegating and leading others effectively. A shift leader is able to identify PIC’s and use aces in their places. A shift lead is able to mitigate and de-escalate customer or employee disputes. A shift leader can properly manage a shift and ensure profitability and efficiency in the daily operation of the business.

The role of a trainer supports the leader on duty. Trainers will also play a primary role in training new team members in their area of the restaurant. Trainers may be assigned a new team member for the duration of their training week or may support training new team members for single shifts depending on availability and business needs. The role of a trainer isn’t just about training new team members their job is to constantly train, coach and develop all team members when needed.

An Advanced Team Member should fulfill all the requirements of a team member with added competency and precision. An advanced team member should show additional operational knowledge and proficiency in their role. An advanced team member has proven to consistently work hard.