Hospitality Director

Job Title: Hospitality Director | Chick-fil-A Rincon

Reports to: Senior Executive Team

Job Purpose:

The Hospitality Director is a senior leadership role focused on overseeing the guest experience and front counter operations. You will be responsible for ensuring a welcoming atmosphere, maintaining high standards of service, cleanliness, and safety, and driving operational efficiency. Your leadership will foster a culture of excellence, ensuring that team members deliver exceptional service to every guest. Additionally, you will be responsible for maintaining strong Customer Experience Monitor (CEM) scores within your area of oversight.

Key Responsibilities:

Primary Focus: Guest Experience & Front Counter Leadership

Guest Experience Management (CEM):

• Ensure that CEM scores in your area consistently meet or exceed expectations.
• Regularly review guest feedback and implement improvements to elevate the guest experience.
• Guest Service Excellence:
• Lead the team in delivering second-mile service, ensuring a welcoming, friendly, and personalized experience for every guest.
• Foster a culture of hospitality where team members go above and beyond to meet guest needs.
• Team Leadership & Development:
• Lead, mentor, and coach the front counter team, promoting a culture of excellence and continuous improvement.
• Provide clear expectations and hold the team accountable for maintaining high standards of service and guest satisfaction.
• Operational Efficiency & Systems:
• Collaborate with senior leadership to implement operational systems that streamline service speed, maintain cleanliness, and improve team efficiency.
• Oversee the implementation of best practices for front counter operations, ensuring smooth workflows and operational success.
• Cleanliness & Safety Standards:
• Ensure that front counter areas maintain high standards of cleanliness and safety at all times.
• Conduct regular inspections and uphold Chick-fil-A's cleanliness and sanitation protocols.

Ownership Areas:

• Mobile Carryout, Carryout, Dine-In, Mobile Dine-In, 3rd Party, and CFA Delivery:
• Own the full guest experience across all these service channels.
• Ensure smooth operations for each service area, monitoring performance and addressing any issues.
• Implement strategies to improve efficiency and guest satisfaction across all these areas, adjusting staffing and workflows to meet demand.
• Drive high service standards and maintain operational excellence in these channels, ensuring consistency with Chick-fil-A’s core values.

Expectations:

• Experience-Focused: Lead with a commitment to creating a positive work environment and delivering exceptional service. Foster a team culture that consistently prioritizes guest satisfaction and builds lasting relationships.
• Ownership-Minded: Take full responsibility for operational performance and team accountability. Focus on continuous improvement, empowering your team to meet and exceed service goals.
• Systems-Driven: Implement and optimize operational systems to ensure efficiency and consistency. Use data and feedback to refine processes, drive operational excellence, and enhance the guest experience.
• Leadership & Team Development: Provide coaching and feedback to build a high-performing team, promoting personal growth and engagement through ongoing development opportunities.
• Operational Excellence: Ensure precision in executing operational systems and processes. Continuously evaluate and improve service quality and operational efficiency to drive success.
• Continuous Improvement: Identify areas for growth and implement strategies to enhance team performance. Leverage data and insights to make informed decisions that improve both operational results and the guest experience.

Qualifications:

• Proven experience in a leadership role within hospitality or restaurant operations.
• Strong communication, interpersonal, and coaching skills.
• Demonstrated ability to lead teams and develop individuals to their full potential.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving skills and a focus on delivering operational excellence.
• Ability to work flexible hours, including evenings, weekends, and holidays, as needed.
• Meet all standard Director on Shift qualifications.

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.

Pay: $20 - $22 / hour

Benefits:

• Flexible schedule
• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• Referral program
• Employee discount
• Paid training

Job Type: fulltime

Schedule:

• Weekend availability
• Monday to Friday
• Holidays
• Day shift
• Night shift

Education: No education required

Work location: On-site