Hostess – Roles & Responsibilities (Winning Hearts Focus)

Position Purpose:

To create a warm, welcoming environment that makes every guest feel valued and

cared for. As a hostess, you are the face of hospitality in the dining

room—ensuring guests have everything they need and feel seen, appreciated, and

delighted.

Core Responsibilities:

Create a Warm Welcome

·

Greet every guest with a genuine smile and

friendly tone.

·

Open doors for guests when appropriate.

·

Engage in light conversation to make guests feel

at home.

Own the Guest Experience

·

Proactively visit tables to check on guests’

satisfaction.

·

Offer to refresh drinks, bring condiments, or

clear trays.

·

Anticipate needs before guests have to ask.

Maintain a Pristine Dining Room

·

Help Dining attendant tables, floors, condiment

stands, and restrooms spotless.

·

Ensure high-chair and table turnover is quick,

clean, and safe.

Support Front-of-House Team

·

Help carry trays for guests needing assistance.

·

Step in where needed without waiting to be

asked.

Personalize the Moment

·

Learn and use guest names when possible.

·

Celebrate birthdays or milestones with a kind

word or gesture.

·

Recognize returning guests and thank them for

their loyalty.

Resolve with Care

·

Listen attentively to guest concerns and resolve

small issues quickly.

·

Report larger issues to a leader with all

relevant context.

·

Follow up to ensure resolution brought

satisfaction.

Mindset & Culture Commitments:

·

Be Present – Make each guest feel like the only

guest.

·

Be Proactive – Look for what can be done before

being asked.

·

Be Grateful – Express appreciation to guests and

team members alike.

·

Be a Team Player – Encourage and support

coworkers to win together.

·

Be a Brand Ambassador – Reflect Chick-fil-A’s

values with every action.

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.