As the Guest Services Director at Chick-fil-A Hilltop, you will lead and develop a high-performing team dedicated to delivering exceptional hospitality and creating memorable guest experiences. This leadership role oversees front-of-house operations, team training and development, service excellence, and sales performance. You will foster a culture of genuine care, accountability, and continuous improvement while ensuring guests receive fast, accurate, and friendly service. The ideal candidate is a passionate, people-focused leader who enjoys developing others, building strong teams, and creating an environment where both guests and team members feel valued.
Key Expectations
- Model the CFA Redding Mission, Vision, and Core Values with guests and team members.
- Lead, train, and support the 3 focus areas of the “winning hearts everyday strategy”: Great Food, Fast & Accurate Service and Genuine Hospitality.
- Lead, train, and support the four components of the hospitality model: Honor, Dignity, & Respect for all, 1st Mile: Core 4, 2nd Mile: Create a Moment, and Recovery utilizing the HEARD model.
- Create weekly, monthly, and annual sales goals for inside sales, curbside, and 3rd party sales.
- Create weekly, monthly, and annual transaction goals for the front counter team.
- Track performance of sales, front counter transactions, speed of service, and check average daily, monthly, annually.
- Develop systems to support a hospitality first culture in which moments are created with the guests.
- Recruit, select, and develop top Shift Leads for the Guest Services team.
- Identify and build a leadership bench to accommodate sales growth and expansion.
- Track position-based training for Guest Services team members while utilizing Pathway to advance training depth.
- Ensure front of house, dining room, and restrooms are cleaned and organized daily.
- Lead and support completion of front of house and dining room cleaning checklists.
- Hold team members accountable to Guest Services uniform guidelines.
- Ensure the parking lot and landscaped areas are clean and free of debris daily.
- Model and create a friendly competition with suggestive selling strategies.
- Submit Guest Services Team Member and Shift Lead schedule by Thursday @11:00 a.m.
- Support drive-thru operations.
- Process CARES guest recovery in Spotlight while following up on all CARES with guests.
- Manage relationships and follow up with all 3rd party vendors, including Grubhub, DoorDash, Uber Eats, and Postmates.
- Lead special projects and/or captainships assigned by the Owner/Operator.
Work schedule
- 8 hour shift
- Weekend availability
- Holidays
Supplemental pay
- Bonus pay
Benefits
- Paid time off
- Health insurance
- 401(k)
- Dental insurance
- Vision insurance