Job Description
PM Front of House Director Chick-fil-A Trabuco Hills Center Mission Viejo, CA Our Purpose To Be the Heart of Our Community We make moments magical. Position Overview The PM Front of House Director is responsible for leading all Front of House operations during afternoon, dinner, and closing dayparts. This role owns the guest experience, throughput, and the quality of our close each night — ensuring we finish the day strong, support our team well, and set the next day up for success. You will lead a team that delivers: Exceptional guest service Strong speed and flow Clean, organized, and fully reset environments Consistent, on-time, high-quality closes Shift Expectations Typical shift: 3:30 PM – 11:30 PM Leads the dinner rush (5:00 PM – 8:00 PM) Manages late night operations (8:00 PM – 10:00 PM) After doors close, focus shifts fully to executing a strong close Key Responsibilities FOH Operations Leadership (PM & Dinner) Own execution from 3:30 PM through close across all Front of House areas Lead a strong dinner rush by: Keeping positions properly staffed Maintaining urgency and flow Giving clear direction to the team Ensure the shift runs smoothly, even during high volume Hospitality Ownership Set the standard for how we treat every guest. Ensure team members Make eye contact, smile, and speak in a friendly, respectful tone Stay engaged and aware of guests (not just focused on tasks) Go beyond the basics when possible (refills, checking in, small touches) Coach in real time on: Tone of voice Body language Awareness of guest needs Create a consistent experience where every guest feels: Seen Valued Taken care of Throughput & Speed of Service Own performance in Drive-thru flow Order taking efficiency Speed at the window and front counter Identify slowdowns and fix them in real time Ensure the team moves with urgency without sacrificing accuracy or service Guest Experience & Recovery Take ownership of any guest issues or complaints Train and lead the team to: Listen fully to the guest Show empathy and understanding Apologize when needed Fix the issue quickly and confidently Leave the guest feeling better than when they came in Ensure problems are not just solved, but turned into positive experiences Closing Excellence Own the quality and consistency of the close every night. Ensure the team Is supported throughout the shift Stays on track with closing responsibilities Gets out on time Ensure the restaurant is: Fully cleaned Fully stocked Organized and reset for the next day Maintain clear expectations: “We don’t just close — we set up tomorrow to win.” Team Leadership, Development & Accountability Lead and develop Front of House: Trainees Team Members Trainers Shift Leads Managers Coach leaders on: Giving clear direction Prioritizing tasks Communicating consistently (no mixed messaging) Create a strong team environment where: People feel supported during busy shifts Workload is distributed fairly Expectations are clear Hold the team accountable to: Cleanliness standards Accuracy Speed Guest service Money & End-of-Day Procedures Own all end-of-day money processes: Counting drawers Verifying cash totals Completing required documentation Ensure all processes are: Accurate Completed nightly Free of errors What Success Looks Like Guests consistently feel cared for and valued PM shifts run smoothly, with clear direction and strong execution from start to finish Fast, efficient dinner rush with a consistently strong guest experience Clean, stocked, and organized restaurant every night Team members leaving on time and feeling supported No variation in closing quality — every night is strong Consistently identifies opportunities and builds, updates, and implements systems to improve execution What’s In It For You 401(k) Enhanced emp