Director of Hospitality

Role Overview

The Front of House Director is a hands-on leader who sets the example and motivates the team by focusing on guest satisfaction across the Front Counter, Dining Room, and Drive-Thru. This role works closely with the General Manager, Kitchen Director, and Chief Human Resources Officer to make sure our business decisions reflect our vision and core values. The Director is responsible for the restaurant’s financial performance by managing labor, food costs, and profitability. In addition, you will have the opportunity to train and develop Team Members, ensuring that each guest’s experience is consistent, efficient, and truly remarkable. They will also implement new policies and procedures that align with Chick-fil-A’s vision to be the world’s most caring company, fostering a culture of exceptional service and memorable guest experiences.

Restaurant Vision and Purpose

Chick-fil-A’s vision is to be the world’s most caring company—and if that excites you, we’d love to invite you to join our team. Our purpose is to honor God in everything we do, to develop servant leaders, pursue excellence and growth, and to transform communities. Servant leadership means putting others first, leading with humility, and using your influence to elevate those around you. In this role, you’ll help create remarkable guest experiences while stepping into a purpose-driven environment that encourages personal and professional growth, and equips you to make a lasting impact in the lives of both our team and the community we serve.

Key Responsibilities

Talent/Leadership

• Increase overall restaurant results, working cross-functionally with other department leaders through attending weekly meetings and setting high-level collaborative goals
• Manage, develop and oversee Front of House Team Members and shift leaders
• Establish and consistently achieve exceptional customer experience scores
• Hold Front of House Team Members accountable to all policy, procedures, and quality standards
• Provide both formal and informal feedback to the Front of House Team
• Develop and schedule 30, 60 and 90-day reviews with new hires
• Effectively lead, mentor, and develop a high-functioning Front of House Leadership Team
• Apply corrective and disciplinary measures fairly and consistently
• Create training strategies on suggestive selling behaviors with Front of House Team Members, including new menu items
• Identify and develop candidates for Trainers and Team Leaders
• Participate in quarterly strategic planning sessions to ensure business alignment and execution
• Create and implement a personal and professional development plan to expand your leadership influence and capacity
• Strategically contribute the leadership team overall goal setting and execution of the business’s strategy
• Consistently reflect servant leadership in all actions, decisions, and communications within the business

Customer Experience

• Strategically plan and optimize Front Counter, Dining Room, and Drive-Thru operations to enhance efficiency and elevate the guest experience
• Full compliance with Chick-fil-A’s operational guidelines to ensure a consistent, remarkable experience
• Teach and execute proper procedures in order taking, hospitality behaviors, speed, and accuracy
• Inspire and lead the team to create remarkable guest experiences by consistently demonstrating and reinforcing the importance of hospitality
• Ensure all aspects of food presentation, quality, and packaging not only meet but exceed Chick-fil-A standards, delighting guests with every interaction
• Develop and apply systems that exceed standards for food safety and cleanliness
• Use digital tools to ensure consistency and quality of products and behaviors

Sales & Brand Growth

• Develop and introduce new policies, procedures, and technologies that align with Chick-fil-A’s vision and improve the guest experience through the Winning Hearts Everyday strategy
• Collaborate with other Directors and the Owner/Operator to plan, execute, and measure campaigns and promotions
• Utilize all reports and tools available to strategically grow the business, including but not limited to guest experience, labor, productivity, food safety, food quality, mobile app utilization, etc.
• Promptly respond to guest concerns in alignment with brand communication standards and internal procedures
• Work with the leadership team on the execution and growth of catering and third-party delivery ordering
• Assist with restaurant, internal and external, events as needed

Financial Stewardship

• Ensure that all Team Members, Team Leaders, and members of Leadership maintain 100% compliance with all cash-handling policies and procedures
• Closely monitor any and all cash handling discrepancies in the Front of House to ensure the elimination of discrepancies and identify trends if required
• Manage and decrease food costs by conceptualizing, implementing, and adjusting related systems
• Build and plan the weekly labor schedule in order to strategically manage labor costs while maximizing productivity
• Manage labor to achieve, maintain, and improve labor and productivity goals
• Collaborate with the Front of House Leadership team to ensure that all equipment and technology is updated and well-maintained
• Proactively lead all vendor communication
• Execute lean systems in all areas, encouraging continuous improvement
• Focus on growing the brand and sales, profitability, and guest experience

Required Skills and Experience

• Enthusiastic Servant Leader who demonstrates an eagerness to learn and take initiative
• Demonstrated, unwavering history of commitment to act with integrity, professionalism, and confidentiality
• Passionate about Chick-fil-A’s purpose and mission, consistently striving to expand their joyful influence
• Demonstrated history of verbal and written communication skills
• Demonstrated history of excellent organizational skills and attention to detail
• Demonstrated, exceptional time management skills with a proven ability to meet deadlines
• Excels in the creation of systematic and scalable operations
• Strong business acumen with a demonstrated track record of driving operational excellence
• Excellent leadership skills, including the ability to motivate and inspire a diverse team
• Results-oriented mindset with a focus on continuous improvement and delivering exceptional customer experiences
• Demonstrated knowledge of general hospitality and operations policies, procedures, and practices
• Demonstrated history of developing and mentoring leaders to strategically expand leadership impact and capabilities
• Extensive proven history of building and leading high-performing teams and servant leaders
• Demonstrates mastery in multi-tasking and time management skills
• Computer proficiency including e-mail, Microsoft Suite Applications, and Google Drive

Additional Qualifications

• Must commit to the highest Chick-fil-A customer service standards and our promise to guests: the highest quality meals served in a quick, friendly, and clean environment
• Preferred bachelor’s degree in business administration, hospitality or other similar disciplines, or 4 years of previous experience in a restaurant, cafeteria, quick-service or another hospitality environment
• Required associate’s degree in business administration, hospitality or other similar disciplines, with 3 years of previous experience in a restaurant, cafeteria, quick-service or another hospitality environment
• A hunger to learn quickly and grow
• Ability to work in a fast-paced environment
• Must be able to lift up to 50 pounds, and stand for up to 8 hours
• Able to work full-time (40+ hours a week) and various shifts per week, primarily evenings and weekends
• Have reliable transportation
• Be authorized to work in the United States

Benefits

• Competitive salary
• Financial Contribution Towards Qualifying Higher Education Programs
• Meal benefits
• Simple IRA
• Mental health support
• Referral programs
• Paid Time Off
• Medical, dental, and vision insurance
• Development opportunities
• Catering discounts