Job Description

DQ OPERATIONS LEADER JOB DESCRIPTION_______________________

Reports to: CLC Director of Operations, Store Owner, or Store Owner’s Appointee

Direct Reports: Store Leaders

Purpose Of Job

• To create positive memories for all who touch DQ.
• To ensure all of our Fans see a smiling crew and a clean store.
• Understand the “why” behind everything we do is the Fan that we serve daily.
• To initiate programs and lead the entire restaurant operations including financial performance, product production, inventory, personnel, sales, and marketing for the restaurant.
• To ensure restaurant is operated within guidelines established by owner or franchisor.
• To set high standards and create a great environment for the team to work, maintaining an appropriate store culture.

Target Goals

• Register Labor Rate: 20%
• Cost of Goods Rate: 30%

Transactional Spending Authority

• Equipment & Supplies: $1,000
• Marketing: $250
• Cash Donations: $100
• Amounts over this authority must be approved by Store Owner or Owner’s Appointee.

Key Requirements:

• Weekly/bi-weekly visits to each store, including occasional random, unannounced check-ins
• During store visits, every time observe that the store appears 1) Show Ready and is 2) portioning properly.
• Monitor Labor Rate and Cost of Goods Rate at all locations
• Assist Store Leaders/Assistant Store Leaders with issues/potential issues
• Semi-annual Pride Inspection at each location to monitor location facilities
• Coordinate store pricing through RMS price submissions, reconciliations of Menu Comparison Reports, and Retail Pricing Spreadsheet
• Regularly review vendor item price comparisons and ensure stores are ordering accordingly
• Conduct all store level and Store Leader meetings, keeping key issues details in front of Store Leaders
• Monitor eNews for key issues and ensure store execution
• Monitor completion of checklists and Redbook at each location
• Complete quarterly health department-type inspections at each location
• Monitor vendor price comparisons – ensure ordering from proper vendors
• Maintain running list of issues to be discussed at conventions
• Maintain regular communication with store crew via GroupMe posts about monthly promos, LTO’s, and other store issues
• Monitor labor efficiency – make sure scheduling properly
• Monitor and update store reader boards
• Oversee training on DQ Learning Link and ensure Store Leader’s are assigning the proper training to their Crew
• Track Store Leader certifications and expiration dates
• Monitor overrun and waste processes at each location
• Review Daily DT times & coach accordingly
• Ensure each store’s attendance at all county fair animal sales (except Hocking County Fair)
• Work with Maintenance Technician to ensure required routine maintenance tasks, as well as addressing any other maintenance issues that arise
• Conduct all weekly store level and tore Leader meetings, keeping key issue details in front of Store Leaders
• Participate in in-person semi-monthly meetings with Store Owner and CLC Director of Operations.
• Coordinate quarterly in-person Store Leader meetings at our central office.
• Serve as main contact to our Territory Operators, DQMO, for our Ohio stores and coordinate quarterly meetings between DQMO and our company leadership team.
• Serve as main contact to our IDQ Business Consultant for our West Virginia store and coordinate quarterly meetings between our BC and our company leadership team.
• Model and Monitor Store Leaders’ Essential Functions

Operations:

• Chief Problem Solver for our DQ stores, including anticipating potential problems.
• Handle challenging situations with poise & professionalism.
• Initiate store strategies to improve operational effectiveness.
• Strive for operational levels that meet or exceed the Fan’s expectations in the areas of quality, service and atmosphere, creating value through an excellent experience and a fair price.
• Monitor facility issues that could negatively impact the Fan Experience. (Building Repairs, Landscaping Issues, Overall Appearance, etc.)
  • This includes completing a “Pre Flight” check (interior and exterior) around the building daily to identify the issues that need to be addressed.
  • Embrace/understand available resources and closely monitor changes in technology. (Email, Social Media, DQ Hub, Joliet Pattern, DQ Red Ribbon, Deco Pac, etc.)
  • Maintain an updated Task Calendar in Excel to help guide through required, regular items throughout the year. (Filter Changes, Equipment Cleaning, Vacuuming Air Vents, Whole Store Meetings, Updating Emergency Contact List, Checking for new 18 Year Olds to Start Local Tax Withholdings, etc.)

Business Planning

• Develop the restaurant’s business plan by working with the owner and IDQ Business Consultants, field staff or territory operator.
• Monitor store goals and objectives throughout the year and provide regular updates to the store’s leadership team.
• Plan for stores’ handling of upcoming changes in the DQ system. (Menu, Promotions, etc.)
• Prioritize your time with activities that should have DQ Operations Leader involvement.

Fan Service:

• Ensure that Fan service in all areas meets or exceeds company standards.
• Establish standards for the leadership team and crew to handle Fan concerns.
• Ensure that Fan complaints are promptly and appropriately addressed to resolve the problem and ensure that each dissatisfied Fan becomes a return Fan. Manage open complaints to ensure follow up process is documented in the Tell Us About Us database.
• Understands the importance of speed of service and resolve bottlenecks in work flow.
• Build relationships with return or preferred patrons.

Team Member Leadership:

• Accomplish store objectives by hiring, training, coaching and developing the store leadership team and crew members to build a highly skilled and productive team.
• Invest time with people, ensuring thorough training and new hire orientations take place; clearly communicate job expectations; monitor each employee and manager’s performance and job contributions, provide ongoing and helpful feedback against expectations.
• Always be approachable and committed to our Open Eye, Ear & Heart Policy
  • Open Eyes
    • Always be watching for what people are doing well, looking for opportunities to compliment them.
    • This is rooted in an old management philosophy of “management by walking around."
• Open Ears
  • Walk slowly through the crowd and listen to what people have to say.
  • Find your leadership clues from what your folks are saying and doing.
• Open Heart Policy
  • Naturally believe in people, trust and care about people.
  • Responsible for effective scheduling and ensuring that the restaurant is properly staffed.
  • Conduct employee performance appraisals to access and review job contributions.
  • Role model and enforce policies and procedures.
  • Maintain a positive working relationship with all crew and promote a cooperative and pleasant working climate, which will be conductive to maximizing employee morale productivity and efficiency.
  • Identify and mitigate sources of drama within the crew through coaching and/or employee termination.

Health and Safety Standards

• Must be ServSafeâ certified or approved equivalent.
• Ensure that Food Safety is the top training priority in store operations. Ensure that proper hand washing, product rotation procedures, and temperature logging are visible and active behaviors. Role model and enforce safe food handling practices.
• Maintain a safe, secure and healthy facility environment by establishing, following and enforcing sanitation standards and procedures, complying with health and legal regulations and maintaining security systems or routines. Ensure that all health, safety and sanitation requirements are met in accordance with federal, state and local standards.
• Train and ensure understanding by store leadership and crew on how to react in the event of an emergency such as a workers’ compensation accident, a robbery, etc. Lead the response to such events.

Store Marketing & Public Relations

• Attract new Fans and increase restaurant sales by developing and implementing local, regional and national marketing promotions and activities, including advertising, public and community relations programs, identifying and evaluating local competitors’ store marketing, evaluating program results, identifying and tracking changing consumer demands.
• Monitor & respond to social media comments.
• Main point of contact for the store’s community involvement.
• Actively search for appropriate ways for DQ to connect with the community.
  • Subscribe to local newspaper.
  • Subscribe to community newsletters.
  • Monitor community Facebook pages.
    • Represent the store at public events & presentations.

Perform other duties and responsibilities as requested by owner or owner’s appointee.

Skills/Competencies Need:

• Customer focus- strong hospitality and customer service skills, enjoys engaging with the customer.
• Trainer and coach- ability to be a strong trainer or coach to others on restaurant routines and systems, as well as how to effectively interact with customers and each other.
• Leadership skills- excellent track record of coaching and training employees and effectively resolving employee relations issues. Ability to motivate a strong team and set a positive an upbeat store environment.
• Organization and goal focus- must be highly organized and detail-oriented with the capability to oversee many aspects of the business and multiple areas simultaneously in a fast-paced environment. Must be able to actively work to achieve and exceed set goals for the business.
• Technical - proficiency with computers and with Point of Sale systems. Possess and implement a general working knowledge of pumps, freezers and other related machines and set up and operate the equipment properly.Have a basic understanding of the equipment needed to assure proper product preparation.
• Flexibility and adaptability-willingness to follow directions and a commitment to meet DQ standards in all you do.
• Integrity-does the right thing even when no one is looking, honest, earns trust of others.

Work Conditions

• Must have ability to:
  • Perform under pressure in a high volume restaurant including moving and responding quickly for long periods of time.
  • Work in and out of different temperature ranges.
  • Stand for long periods of time.
  • Lift up to 50 pounds.
  • Work around nuts or other allergens.

Job may require weekends and evenings and will require travel between our various DQ restaurant locations, located in seven different cities in Ohio and West Virginia. Occasional meetings will be required in-person at our central office in Logan, Ohio. Occasional travel out of state may be required for various trainings and conventions. You will be provided with the use of company vehicle and fuel for transportation between store locations.

Background check will be required, as is a clean driving record. Occasional, random drug tests will also be required.

Operations Leader - DQ