Hospitality Director

Hospitality Director

Key Role

The Chick-fil-A Hospitality Director is responsible for leading and managing all aspects of the hospitality team and creating an exceptional guest experience at the restaurant. The Hospitality Director oversees the front of house operations, including the dining room, drive-thru, and guest services, and ensures that Chick-fil-A's high standards for hospitality, cleanliness, and customer service are met or exceeded. The Hospitality Director provides leadership, training, and development to the hospitality team, collaborates with other departments, and actively contributes to the restaurant's overall success by creating a welcoming and memorable experience for all guests.

Key Responsibilities:

• Provide overall leadership and direction to the hospitality team, including training, coaching, and performance evaluations, to ensure exceptional customer service and guest satisfaction.

• Implement and maintain Chick-fil-A's hospitality standards, including the "Second Mile Service" philosophy, and ensure that all team members adhere to Chick-fil-A's policies, procedures, and standards.

• Oversee the front of house operations, including the dining room, drive-thru, and guest services, to ensure smooth and efficient operations, proper cleanliness, and adherence to food safety and sanitation regulations.

• Collaborate with other departments, such as kitchen, marketing, and leadership team, to ensure seamless communication and coordination across the restaurant.

• Foster a positive and welcoming atmosphere for guests, and actively engage with guests to provide exceptional service, address any concerns or issues, and ensure an outstanding dining experience.

• Train and develop team members on hospitality skills, including greeting and seating guests, taking orders, handling payments, and resolving guest complaints.

• Conduct regular audits and inspections of the front of house operations to identify areas for improvement and implement corrective actions as needed.

• Monitor and analyze guest feedback and reviews, and implement strategies to continuously improve the guest experience and exceed customer expectations.

Key Goals

• We will know Hospitality Director is successful upon attaining the following top 20% scores:

o Attentive and Courteous

o Cares About Me