Front of House Director

Front of House Director

Vision

To delight every guest through exceptional hospitality, flawless execution, and meaningful leadership that creates remarkable experiences every day.

Position Summary

This role creates and sustains a culture of hospitality excellence, operational efficiency, leadership development, and accountability. The ideal candidate is a strategic leader who is passionate about guest experience, team development, and driving measurable results.

The Front of House Director ensures excellence in Hospitality, Speed, Accuracy, and Guest Experience while developing future leaders and protecting the Chick-fil-A brand through operational excellence.

Key Responsibilities

Hospitality & Guest Experience

• Create and sustain a culture that prioritizes remarkable guest experiences.
• Model and reinforce attentiveness, courtesy, and second-mile service behaviors.
• Lead initiatives designed to improve guest satisfaction and loyalty.
• Ensure dining room cleanliness, organization, and presentation standards are consistently maintained.
• Monitor guest feedback and implement memorable service recovery experiences.
• Develop systems and processes that consistently exceed guest expectations.
• Foster a team environment focused on serving every guest with care and excellence.

Drive Thru Excellence

• Develop and execute strategies that improve Drive Thru efficiency and effectiveness.
• Increase throughput while maintaining hospitality, speed, and order accuracy.
• Monitor and improve speed-of-service performance metrics.
• Develop leaders who champion Drive Thru operational excellence.
• Create systems that maximize capacity during peak business periods.
• Analyze operational data to identify opportunities for continuous improvement.

Leadership Development

• Conduct regular one-on-one meetings with leaders.
• Maintain and monitor Personal Development Plans for key leaders.
• Identify and develop future leaders within the organization.
• Create growth opportunities for high-potential team members.
• Foster a culture of ownership, accountability, and continuous improvement.
• Coach leaders and team members through clear expectations, feedback, and follow-up.
• Encourage personal and professional development throughout the leadership team.

Operational Excellence

• Ensure team members consistently follow all operational procedures and standards.
• Conduct routine opening and closing walkthroughs to ensure operational readiness.
• Apply LEAN principles to improve efficiency and eliminate waste.
• Monitor execution and consistency of all Front of House systems and processes.
• Protect the Chick-fil-A brand through operational excellence and attention to detail.
• Ensure cleanliness, safety, and organization standards are consistently achieved.
• Collaborate with Back of House leadership to ensure seamless guest experiences.

Financial Stewardship

• Manage labor resources effectively while maintaining service excellence.
• Protect profitability through responsible operational decision-making.
• Monitor supplies and operational expenses.
• Support inventory accuracy and organizational standards.
• Balance financial performance with exceptional guest experience outcomes.

Executive Leadership Responsibilities

• Actively participate in Leadership Team meetings.
• Collaborate with the Operator and fellow Directors on strategic initiatives.
• Share operational insights, trends, and opportunities for improvement.
• Participate in restaurant-wide planning, goal setting, and execution.
• Help establish and communicate vision, priorities, and organizational objectives.

Leadership Expectations

Character

• Demonstrates integrity, professionalism, and alignment with company values.
• Leads by example and earns trust through consistent actions.

Chemistry

• Builds strong relationships with guests, team members, and leaders.
• Creates a positive and engaging work environment.

Competency

• Thinks strategically and executes effectively.
• Produces measurable results through strong operational leadership.
• Demonstrates sound judgment and problem-solving skills.

Coach

• Develops leaders and team members through coaching, accountability, and mentorship.
• Creates clear expectations and provides meaningful feedback.

Qualifications

Required Skills & Experience

• Proven leadership experience in restaurant, hospitality, retail, or customer service operations.
• Strong understanding of guest experience, operational systems, and team leadership.
• Ability to lead and manage teams in a fast-paced environment.
• Excellent communication and interpersonal skills.
• Strong conflict resolution and decision-making abilities.
• Ability to analyze performance metrics and drive continuous improvement.
• Strong organizational and time management skills.
• Flexibility to work mornings, evenings, weekends, and holidays as business needs require.

Personal Expectations

• Commit to continuous personal and professional development.
• Remain visible, engaged, and accessible within daily operations.
• Lead with a positive attitude and strong sense of urgency.
• Demonstrate flexibility, adaptability, and resilience.
• Consistently seek opportunities to delight every guest.
• Serve as a role model for hospitality, leadership, and operational excellence.

Why Join Our Leadership Team?

As Front of House Director, you will play a key role in shaping the guest experience, developing future leaders, and driving operational excellence. This position offers the opportunity to make a lasting impact on both guests and team members while helping lead a high-performing organization dedicated to exceptional hospitality.

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.