Chai Pani is slang in India for going out for a cup of tea, a tasty bite, a snack, or “a little something.” For us, it means groundbreaking, fun, and delicious Indian street food, paired with a passion for making people happy and building connections through good food and compassionate hospitality.
We’re proud of how far we’ve come and we’re looking ahead at the next part of our journey. If this sounds like a journey you want to take with us - providing extraordinary hospitality and changing the perception of Indian cuisine in America - we're currently accepting applications for an Executive Service Director.
Position Title: Executive Service Director
Position Summary: The Executive Service Director serves as an in-restaurant extension of the CPRG Operations team, taking full ownership of Chai Pani's unparalleled standards of service and hospitality mission. This pivotal role is dedicated to fostering a culture of excellence and professionalism within the FOH team, ensuring every guest experience is nothing short of mindblasting. The Executive Service Director is responsible for overseeing all FOH operations, developing and maintaining systems that guarantee extraordinary service, and continuously coaching and mentoring staff to exceed expectations. This leader sets the tone for impeccable service, resolves issues proactively, and inspires the FOH team to consistently deliver a mindblasting dining experience.
Primary Responsibilities:
Ultimate Responsibility:Ensure that all FOH staff at Chai Pani are meticulouslytrained and resourced to execute our service standards, processes, and procedures.
Foster and Maintain a Culture of Excellence:Cultivate and uphold a culture ofunparalleled excellence and professionalism among the FOH team, ensuring anatmosphere of hospitality that is second to none.
Create and Maintain Systems for Mindblasting Service:Develop and upholdsystems and procedures that guarantee mindblasting service, setting a benchmark forthe entire industry.
Supervise Assigned Shifts: Oversee assigned shifts with precision, managingemployees effectively and ensuring seamless operation.
Coach and Mentor FOH Managers: Guide and develop FOH managers to becomeexceptional coaches and mentors, empowering frontline staff to deliver top-tier service.
Model Best Practices: Demonstrate exemplary behavior for the staff by setting thetone during service; be friendly, calm, and efficient, embodying the standards of ChaiPani.
Boost Morale and Clarity of Purpose: Enhance the morale of FOH employees,providing them with a clear sense of purpose and direction in their roles.
Apply Constant Gentle Pressure: Continuously inspire and motivate FOH stafftowards relentless improvement in service delivery, communication, and overallperformance.
Incentivize and Reward Positive Performance: Recognize and rewardoutstanding performance within the FOH team, fostering a motivated andhigh-achieving team.
Interview and Orient New FOH Employees:Conduct interviews and orientationsfor all new FOH employees, ensuring they are well-integrated into the team andaligned with Chai Pani’s service standards, mission and culture.
Ensure FOH Schedule Alignment:Ensure the FOH schedule is meticulously postedin accordance with labor budget and staffing needs, balancing efficiency withexcellence.
Resolve Issues Proactively:Take a proactive lead in resolving any issues, includingcustomer complaints, staff disputes, and general emergencies.
Assist with Ongoing Staffing and Scheduling: Collaborate with other FOHManagers to address ongoing staffing and scheduling challenges, ensuring optimalcoverage and service quality.
Communication:
Be available to all staff members on a daily basis to help identify and correct problems, boost morale, and set tone for service
Meet weekly with the full management team
bi-Monthly staff meeting
Individual check-ins with each FOH staff member twice a year
Weekly meeting with FOH Ops Director
Evaluation Metrics:
Positive reviews and comments from guests regarding hospitality and service
Positive feedback from staff members regarding workplace happiness
FOH is in a State of Grace and clear action steps are brought to the team when its not.
Adherence to and embodiment of CPRG leadership principles
KPIs
Shorter Turns
Faster Drinks
Tolerable Waits
Increased Revenue
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