Guest Experience Director

A Chick-fil-A Guest Experience Director (or Hospitality Director) leads the front-of-house operations, ensuring a positive and efficient experience for guests. This role involves overseeing team members, driving hospitality, and maintaining operational standards. Key responsibilities include developing and implementing strategies to enhance the guest experience, managing team performance, and ensuring food safety and cleanliness.

Key Responsibilities:

• Leadership & Coaching:
• Leading, coaching, and training front-of-house team members to deliver exceptional guest experiences.
• Guest Experience:
• Fostering a culture of genuine hospitality, promptly addressing guest concerns, and implementing strategies to enhance guest satisfaction.
• Operational Excellence:
• Overseeing daily operations, ensuring smooth service, and maintaining high standards of food safety, cleanliness, and efficiency.
• Team Development:
• Partnering with the leadership team to recruit, onboard, and develop FOH staff.
• Strategic Planning:
• Collaborating with other leaders to develop and execute strategies for business growth and guest experience improvement.
• Metrics Monitoring:
• Tracking and analyzing key guest experience metrics (e.g., CEM, OSAT) to identify areas for improvement.

Specific Tasks:

• Developing and implementing policies and procedures to improve guest service.
• Leading and motivating team members to deliver exceptional service.
• Handling guest complaints and resolving issues effectively.
• Ensuring compliance with food safety and sanitation standards.
• Monitoring and optimizing drive-thru operations.
• Assisting with restaurant events and catering services.

Qualifications:

• Experience in team leadership and guest service.
• Strong communication and interpersonal skills.
• Ability to work in a fast-paced environment.
• Commitment to Chick-fil-A's values and standards.
• Servant-leadership mentality.
• 3+ years experience leading large teams (75+)
• Serve-Safe Certification

Working at a Chick-fil-A® restaurant is more than a job – it’s an opportunity for teamwork and leadership development in a positive, people-focused environment. Most Chick-fil-A restaurants are locally owned and operated by independent, franchised Operators who invest in the future of their Team Members and give back to their communities.