Director of Guest Experience

Chick-fil-A Taylor

Full-Time (40–50 hours/week, hourly)

Must complete ServSafe training

Role Summary

The Director of Guest Experience leads the creation of remarkable guest interactions through exceptional team leadership and strong operational systems. This leader upholds the highest standards of food safety, embodies the Core 4 behaviors, and builds emotional connections with every guest. They cultivate a culture of controlled urgency, ensuring a warm dining environment and a fast, caring, accurate Drive-Thru experience.

This role champions second-mile service, provides consistent coaching and mentorship, and drives leadership development across the team. The Guest Experience Coach supports a culture of trust, excellence, and hospitality that aligns with Chick-fil-A Taylor’s vision and positions the restaurant for long-term growth.

Time Expectations & Compensation Notes

• 40 hours/week
• Paid vacation (eligible after 90 days)
• Free meal privileges with responsible stewardship
• 1:1 coaching, system development, and scoreboard planning included in admin time

Key Responsibilities

1. Create Remarkable Guest Experiences

• Champion the Winning Hearts Every Day strategy
• Maintain excellence in character, conduct, and guest hospitality
• Ensure all operations reflect Chick-fil-A’s brand standards
• Uphold unmatched food safety, product quality, and order accuracy
• Identify opportunities to improve guest experience, food safety, and operational efficiency
• Maintain Friday & Saturday availability; regularly open and close shifts

2. Elevate Team Members & Leaders

• Build a high-performing, values-driven team culture
• Provide consistent coaching, accountability, and encouragement
• Lead DRIVEN culture initiatives (including Slack recognition & shout-outs)
• Develop team members through training, delegation, and skill-building
• Facilitate leadership reviews, meetings, and development plans
• Ensure staffing levels support remarkable guest experiences

3. Manage Systems & Drive Results

• Collaborate on the Annual Business Plan
• Oversee new-hire orientation and the Perfect Guest Experience process
• Manage cleaning checklists and operational systems
• Ensure accuracy in Manager Station logs, cash systems, INFORM reports, and safe counts
• Maintain organized team room and back-office systems
• Lead reorientation trainings as needed

Performance Expectations

Immediate:

• Zero high-risk food safety violations
• Food Safety Meter score of 2 or better
• Order Accuracy in Top 20%

Within First 6 Months:

• Critical guest experience metrics in Top 20% (comparatively in the chain)
• Positive food cost gap < 0.75%
• Productivity within Top 50% (comparatively in the chain)
• Net profit ≥ 14%
• Monthly IPO <1%

Long-Term:

• Closing time adherence (11:20pm)
• Achieve Symbol of Success in first full year

Deliverables

• Weekly compliance report
• Contributions to Director meetings

Work schedule

• 8 hour shift
• 10 hour shift
• Weekend availability
• Night shift
• Overtime

Benefits

• Paid time off
• Health insurance
• Dental insurance
• Vision insurance
• Paid training
• Employee discount