Front of House Director: Guest Experience Champion

Chick-fil-A; Washington (District of Columbia); Sur place; USD 60 000 - 80 000; Plein temps

Avantages offerts par ce poste

Competitive pay

Bonuses based on performance

Meals provided during shifts

Sundays off

PTO

Résumé du poste

Chick-fil-A Capital Plaza and Dakota Crossing seek a Front of House Director to lead guest hospitality and FOH operations, including the front counter, drive-thru, dining room, and delivery channels.

You will develop FOH leaders, uphold brand standards, and drive guest satisfaction while collaborating with leadership to achieve profitability and high engagement across the team.

Qualifications

• Two years of leadership experience in quick-service, hospitality, or retail operations.
• Open availability, including Saturdays.
• Familiarity with Chick-fil-A service standards and brand culture.

Responsabilités

• Oversee all FOH operations including Front Counter, Drive-Thru, Dining Room, and Delivery channels.
• Model Chick-fil-A's Core 4 behaviors and HEARD guest recovery model.
• Coach FOH Leaders, manage onboarding, and drive training culture.
• Monitor guest experience metrics and ensure high hospitality, speed, and accuracy.

Connaissances

Leadership

Interpersonal communication

Coaching

Team motivation

Description du poste

Position Summary

The Front of House (FOH) Director plays a vital leadership role in delivering Chick-fil-A’s renowned hospitality experience at the Capital Plaza and Dakota Crossing locations. This individual oversees all Front of House operations—including the Front Counter, Drive-Thru, Dining Room, and Third-Party/Delivery channels—to ensure exceptional guest service, operational excellence, and team member engagement. The FOH Director develops, coaches, and empowers the FOH leadership team to achieve performance goals and uphold Chick-fil-A’s mission to “Be the most caring company in the world.”

Key Responsibilities

Leadership & Culture

• Champion Chick-fil-A Capital Plaza and Dakota Crossing’s Vision, Mission, and Values in every guest and team interaction.
• Model servant leadership and create a culture of genuine care, positivity, and teamwork.
• Lead by example, demonstrating professionalism, humility, and consistency under pressure.
• Build an environment of trust and respect among Team Leaders, Team Members, and guests.

Guest Experience & Service Excellence

• Oversee all guest-facing operations, ensuring the highest levels of hospitality, speed, accuracy, and order fulfillment.
• Ensure consistent execution of the Core 4 behaviors, Second-Mile Service, and HEARD guest recovery model.
• Proactively address guest feedback and implement solutions for recurring service issues.
• Partner with the General Manager and Assistant General Manager to monitor guest experience metrics, including order accuracy, speed of service, and satisfaction scores.
• Drive initiatives to improve guest engagement and enhance the in-restaurant and drive-thru experience.

Team Development & Training

• Lead and develop FOH Team Leaders and Team Members through regular coaching, one-on-one check-ins, and performance feedback.
• Partner with the Senior Leadership Team to maintain a strong training culture and onboarding process for FOH roles.
• Promote accountability for team performance, professionalism, and adherence to brand standards.
• Support the recognition and celebration of team achievements and milestones.
• Assist in leadership development and succession planning for future FOH leaders.

Operational Oversight

• Maintain a clean, organized, and guest-ready Front of House environment at all times.
• Oversee daily shift execution, ensuring proper staffing, breaks, and labor management.
• Support scheduling, inventory control, and labor budgeting for FOH operations.
• Partner with Back of House leaders to ensure smooth communication and teamwork across the restaurant.
• Ensure compliance with all health, safety, and food-handling standards.
• Execute required daily safety and operational checks and ensure readiness during all dayparts.

Financial Stewardship

• Manage FOH cost-control measures, including waste, labor, and product utilization.
• Maintain cash-handling procedures, deposits, and register accountability.
• Contribute to the achievement of overall restaurant profitability and performance goals.

Administrative & Communication

• Attend and contribute to leadership meetings.
• Communicate clearly with the General Manager and Operator regarding performance updates, operational issues, and opportunities for improvement.
• Utilize internal communication platforms, including OneClick and iMessage, to share updates and ensure team alignment.

Expectations & Standards

• Uphold Chick-fil-A’s standards for professionalism, punctuality, and appearance.
• Demonstrate a proactive, problem-solving mindset.
• Be available for flexible scheduling, including early mornings, nights, weekends, and holidays as needed.
• Maintain composure in high-pressure situations and lead the team through challenges with positivity.
• Deliver consistent, high-quality results with integrity and intentionality.

Required Qualifications

• Minimum of two years of leadership experience in quick-service, hospitality, or retail operations.
• Open availability, including Saturdays.
• Strong understanding of Chick-fil-A’s service standards and brand culture.
• Excellent interpersonal, coaching, and communication skills.
• Ability to motivate and lead a diverse team in a fast-paced environment.
• Proven track record of delivering high guest satisfaction and strong operational performance.

Preferred Qualifications

• Previous Chick-fil-A leadership or Team Leader experience.
• Familiarity with Chick-fil-A brand standards and values.
• ServSafe Certification is a plus and will eventually be required.
• Experience leading drive-thru or multi-lane operations.

Benefits

• Competitive pay based on experience.
• Performance-based bonuses.
• Leadership development and growth opportunities within the organization.
• Paid training.
• Meals provided during shifts.
• Employee discount.
• Sundays off.
• Ten days of paid time off.
• Additional benefits may be available.

Work Schedule

• Monday through Friday.
• Weekend availability.
• Holiday availability.
• Day shifts.
• Night shifts.
• Overtime as needed.

Compensation

• Salary Range: $60,000 – $80,000 (based on experience).
• Bonus opportunities are tied to training effectiveness and retention metrics.

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.