Guest Experience Director

Chick-fil-A; Santee (CA); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Flexible Hours

Closed Sundays

Work Directly With An Operator

Competitive Pay

Great Place to Work

Job summary

Chick-fil-A in California seeks a Guest Experience Director to lead hospitality and service standards, driving memorable guest experiences across all guest-facing systems. You will coach and develop leaders to uphold Chick-fil-A's values while identifying opportunities for improvements in the guest journey.

The role requires strong communication, accountability, and the ability to lead through influence to elevate restaurant performance and guest satisfaction.

Qualifications

• Must demonstrate hospitality leadership and coaching capabilities.
• Strong communication, guest service focus, and ownership of results.
• Ability to lead through influence and develop others.

Responsibilities

• Owns guest experience standards and ensures consistent hospitality execution.
• Oversees CEM, Secret Shopper evaluations, Host standards, and RSA.
• Coaches Leaders and Team Members on hospitality and guest interactions.

Skills

Hospitality leadership

Coaching and development

Communication and guest interaction

Tools

Customer Experience Monitor (CEM)

Job description

At Chick-fil-A, Guest Experience Directors are responsible for leading the restaurant's hospitality and service standards while creating memorable experiences for every guest. Guest Experience Directors oversee guest-facing systems including Customer Experience Monitor (CEM), Secret Shopper evaluations, Host responsibilities, Recipe & Service Assessments (RSA), and food quality standards. They serve as a resource for Managers and Team Members by providing coaching, support, and accountability to ensure exceptional service and hospitality. Guest Experience Directors identify opportunities, develop solutions, and create systems that improve the overall guest experience. They successfully complete the Director Level Up Packet and have demonstrated the ability to lead through influence, develop others, and take ownership of results.

Other Requirements

• Must average 30+ Hours/Week (rolling 3 months)
• Must have availability to lead three opening/closing shifts (including two night closes)
• Must have Friday & Saturday availability (one closing required)
• Successfully completes Director Level Up Packet
• Maintains proficiency in restaurant operations and leadership expectations
• Embodies and upholds Core Values, Ownership, and Professionalism
• Champions and protects the Culture, Vision, Mission, and Purpose
• Demonstrates strong communication, hospitality, and follow-through
• Leads and develops Managers, Trainers, and Team Members through coaching and example
• Drives continuous improvement through self-development, projects, and store growth initiatives

Responsibilities include

• Owns the restaurant's guest experience standards and ensures consistent hospitality execution.
• Oversees Customer Experience Monitor (CEM), Secret Shopper evaluations, Host standards, and Recipe & Service Assessments (RSA).
• Identifies opportunities through guest feedback, evaluations, and observations to improve service.
• Coaches and develops Leaders and Team Members on hospitality, service expectations, and guest interactions.
• Ensures food quality, presentation, accuracy, and service standards consistently meet Chick-fil-A expectations.
• Develops systems and solutions to improve the overall guest journey.
• Partners with Directors and Managers to address opportunities and create sustainable improvements.
• Communicates guest experience priorities, results, and action plans with leadership.
• Creates a culture where guests feel valued, cared for, and appreciated.
• Models ownership, professionalism, and hospitality in every interaction.
• Performs any responsibilities needed to support the success of the restaurant.
• Strictly adheres to all company policies and procedures.

A job at Chick-fil-A is more than just a job. It's a stepping-stone to a successful future in the world of business. Here are some of the great benefits of working at Chick-fil-A:

• Flexible Hours - You probably have commitments to your family, friends, school or sports teams. We will try to arrange your work schedule around them.
• Closed Sundays - All Chick-fil-A restaurants are closed on Sundays so you can have a day off to spend with family and friends.
• Work Directly With A Chick-fil-A Operator - The Operator is an independent business person, responsible for the operation of the restaurant, who invests time in his or her employees, teaching them important business skills for the future.
• Competitive Pay - Along with a competitive paycheck, you will work in a nurturing environment where you will learn valuable business and people skills.
• It's a Great Place to Work - At Chick-fil-A, our Operators consider their team members to be more than just employees, they are a highly valued part of each Chick-fil-A restaurant. Our high retention rate is proof that team members really enjoy working at Chick-fil-A.