Hospitality Director

Hospitality Director

The Hospitality Director is a high energy driving force to ensure every guest leaves saying, "Chick-fil-A always makes my day better." They lead, coach, and inspire the team to create unforgettable moments and stay focused on 2nd Mile Service. They embody the Core 4, take ownership of the guest experience, and deliver remarkable service in clean, inviting environmentsevery guest, every time. They create moments of genuine care, joy, and excellence that bring Winning Hearts Every Day to life in everything we do. This role builds a culture where hospitality is felt, celebrated, and shared.

Key Responsibilities

• Champion a guest-first culture that engages and empowers every team member.
• Inspire and train leaders and team members to consistently deliver Core 4 and 2nd Mile Service.
• Lead by example with a visible, joyful presence in the dining room and drive-thrucelebrating wins and coaching in real time.
• Partner with the Marketing and Operations Directors to create guest experiences that build loyalty and reflect Winning Hearts Every Day.
• Foster buy-in across all positions by making hospitality everyone's responsibility.
• Cultivate a culture of gratitude, recognition, and servant leadership through consistent encouragement and accountability.
• Reflect the desired culture of care through intentional acts of service that energize and inspire the team.
• Equip Team Leaders and Daypart Directors to coach and model hospitality within their respective areas.
• Collaborate with leadership to uphold excellence in speed, accuracy, and guest care.
• Maintain high standards of cleanliness, organization, and presentation in all guest areas.
• Monitor guest feedback (CARES, CEM surveys, reviews) and implement timely, practical improvements.
• Model Chick-fil-A's purpose : To glorify God by being a faithful steward of all that is entrusted to us and to have a positive influence on all who come in contact with Chick-fil-A.

Qualifications