Hospitality Director

Job Title: Director – Hospitality and Customer Experience

Job Type: Full-time

Pay Type: Hourly

Compensation: Competitive

One of the final steps in the hiring process is for candidates to arrange reference calls with former supervisors as well as others we may choose.

Company Overview:

At Chick-fil-A Fair Lakes, we have one goal: re-imagine every part of the restaurant experience to create value for our guests and the community by providing remarkable service. It takes extraordinary leaders who are prepared to push boundaries, break away from old paradigms, and chart a course into unprecedented territory with excellence and strong stewardship of our resources. We’re seeking brave, ambitious, and passionate people who will explore every part of their work and themselves to reach their fullest potential and discover new ways to positively and meaningfully impact both our business and the community.

Corporate 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.

Our Mission

Our mission is simple - to be "REMARK"able in everything we do.

We are dedicated to delivering value to our guests through remarkable experiences by continuously developing our team and the infrastructure, systems, and training programs that serve and support our team and their experience.

Community Impact

We also seek to have a meaningful impact on the Fair Lakes community both inside and outside the walls our restaurant. Through partnerships with local schools and community organizations, we take action to help shape a remarkable future for the Fair Lakes community.

Role Summary:

Work with all staff, vendors, and the community in pursuit of excellent and profitable operations and financial management. Specifically, this role is an ambassador, leader, and critical component ensuring that Chick-fil-A Fair Lakes is successful in the following areas:

Hospitality and Remarkable Customer Experiences.

Yearly & Quarterly budgeting and planning.

Leadership and People Development

Vision and Service Model compliance and sustainability throughout all areas of oversight.

General Responsibilities:

Create a culture of excellence in hospitality by creating, leading, and implementing systems that will be the standard for emotional connections throughout the Chick-fil-A chain.

Represent the Chick-fil-A brand to the Fair Lakes community and build long-term relationships with people.

Coach leadership and Team Members on implementing and following systems and other best practices for hospitality.

Stay up to date with the business by checking daily, weekly, and monthly progress on goals and having meetings with relevant leadership.

Perform discipline for actions that do not meet Chick-fil-A standards and execute discipline documentation for all team members who fail to meet employment expectations.

Drive hospitality mindset and encourage creativity and innovation throughout the business.

Hospitality Responsibilities:

Serves on the Restaurant Leadership Team

Serves as a subject matter expert for hospitality and service

Creates clarity on the Operator’s vision for hospitality

Develops a hospitality plan

Identifies and implements signature service offerings that go the 2nd Mile

Models hospitality with Team Members and guests

Celebrates Team Member successes in delivering hospitality and excellent service

Provides input on selection, orientation, scheduling and placement of Team Members (front counter, dining, and Drive-Thru)

Partners with Training and Operations leaders to ensure Team Members are trained on service requirements

Coaches Team Members on the Recipe for Service and 2nd Mile Service

Coaching the behaviors of all Team Members and other leaders who work the front counter and dining room. Those behaviors include:

o Hustle that creates a surprisingly fast speed of service

o Execution of systems that ensure a refreshingly clean environment

o Delivering Recipe for Service

o Table touches

o Anticipating Guest needs

o Reading the guests

o Second mile service

o Situational Awareness, prioritization of tasks, and personalizing guests’ experience.

Creates daily focus on goals and specific hospitality behaviors

Reviews service processes with Operator and Leadership Team

Monitors restaurant’s customer experience scores and CARES performance to identifies area(s) of opportunity for continuous improvement and shares with team

Partners with Restaurant Marketing Director to ensure marketing activities, catering and events align with hospitality vision

Hospitality calibration

Assist with Supervisor meeting once a month to teach skills on serving guests and handling problems

Respond to all Cem ,Cares emails and cards

Attend and come prepared to share at Director’s meeting

Align daily practices of Hospitality with the Vision and the annual goals.

Plan and execute Monthly Kids Club events.

Manage A-List system.

Yearly & Quarterly Planning:

Work with Operator to complete Annual Business Plan.

Create quarterly plans based on business fluctuations, goals, and need for the Teams.

Skills:

Strategic thinker, goal-oriented, Tech-savvy

Completes all necessary training material.

Great communicator both in handling difficult situations and a diverse team.

Highly organized.

Mature, dependable, and results-oriented.

Very detailed and keenly observant.

Strong communication skills, both verbal and written.

Effective relationship-building skills and maintains a number of business and professional community contacts.

Self-starter, creative, flexible, and able to adapt.

Ability to work well with the public and network.

Outgoing/friendly.

Good business sense, high achiever.

Good negotiation skills.

Strong project/time management skills.

Strong follow-through on assignments, tasks, and deadlines with minimal supervision.

Proven history of consistently performing at a high level.

Going the second mile is second nature.

Able to lift 40 – 60 pounds on a consistent basis.

Ability to work well independently and in a team environment.

Servant spirit and attitude with a strong sense of stewardship.

Ability to anticipate and solve problems and resolve conflicts.

Ability to see the big picture yet know where and how the pieces fit together.

Ability to budget resources – labor, money, time – to achieve business and organization goals, vision, and objectives.

Effective organizational skills to keep track of multiple priorities, tasks, situations, and people.

Possess the desire to be a life-long learner and has the willingness and humility to learn.

Passionate about building relationships.

Preferred Qualifications:

Bachelor’s degree or above, preferably in business or finance field of study.

Experience as a leader of hospitality.

Years of Experience: 2

This person must have or be willing to gain thorough understanding of operations in a Chick-fil-A restaurant.

21+ years old