Hospitality Director $65,000

Chick-fil-A; San Antonio (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

Chick-fil-A is seeking an entry- to mid-level Hospitality Director to spearhead guest services and hospitality initiatives. This role focuses on leading Front of House operations, coaching teams, and ensuring a consistently excellent guest experience across all shifts.

The position supports developing systems and processes aligned with Chick-fil-A’s Winning Hearts Every Day strategy, with a strong emphasis on customer care, service speed, and a clean, welcoming dining environment.

Qualifications

• Must demonstrate strong hospitality and customer service focus.
• Ability to lead Front of House operations and teams.
• Experience supporting scheduling and staff training.
• Familiarity with guest recovery and service excellence.

Responsibilities

• Lead Hospitality and Customer Service efforts in the restaurant and support Front of House operations.
• Partner with Front of House Director to execute Winning Hearts Every Day Strategy on all shifts.
• Create systems to drive daily execution of Winning Hearts Every Day Strategy.
• Ensure Customer Experience rating ranks in the Top 20% of the chain.
• Lead guest recovery efforts and address opportunities with the team.
• Assist with FOH scheduling and training as needed.

Skills

Customer Service

Leadership

Operations

Cash Handling

Guest Recovery

Education

ServSafe Manager Certified

Director Training

Pathway Training Modules

Job description

This position is an entry level position for individuals seeking to further a career with Chick-fil-A to: become an Owner/Operator, join Corporate Staff, or continue to advance at the store level to become an Executive Director.

Hospitality Director Key Objectives:

• Primarily responsible for leading Hospitality and Customer Service efforts in the restaurant and supporting wherever needed in Front of House Operations
• Partner with Front of House Director to ensure Chick-fil-A's Winning Hearts Every Day Strategy is executed on all shifts
• Create systems and processes to drive daily execution of Winning Hearts Every Day Strategy
• Ensure Customer Experience rating ranks in Top 20% of Chain
• Lead guest recovery efforts: (Recover Guests in Restore or Cares and address any opportunities with team)
• Assist with Front of House Team Member Scheduling and Training as needed

Minimum Scheduling and Eligibility Requirements for Director Position:

• ServSafe Manager Certified
• Complete Chick-fil-A Hwy 211 & Potranco Director Training, and attend LeaderLaunch Class
• 100% Completion of assigned Pathway Training Modules
• Attain and continue to pursue high competency in Chick-fil-A’s Operational Requirements, and Chick-fil-A Hwy 211 & Potranco’s Policies & Procedures

Schedule Expectations

• Full-Time Position: Expected to work a total of 48 hours per week, with 90% of time spent working in operations the remaining 10% should be dedicated to job specific tasks or administrative responsibilities related to role and business need
• Expected to be flexible with schedule and maintain Open Availability with limited restrictions (Max of 10 Saturdays off per year)
• Must work a closing shift a minimum of 2-3 nights per week

Key Tasks & Responsibilities:

• Model Chick-fil-A Hwy 211 & Potranco’s Vision and Values with guests and team members
• Support Front of House Director with driving a daily focus and execution of Chick-fil-A’s Operational Requirements and Winning Hearts Every Day Strategy in Front of House
• Drive execution and focus on: Genuine Hospitality, Fast & Accurate Service, and Clean and Safe Environment
• Serves as a subject matter expert for hospitality, front of house operations, Drive Thru operations, cash management, and Chick-fil-A’s genuine hospitality standards
• Partner with Front of House Director to set team goals around CEMs and guest experience, share the score visually and celebrate the wins
• Measure Restaurant CEM and Cares performance to identify areas of opportunity for continuous improvement and share with team
• Work in operations daily and support business/team wherever needed (Drive Thru, Register, Order Taking, Drinks, Bagging, Expo, Cash iPad, Server, & Dining Room Host)
• Track performance of sales, front counter transactions, speed of service, and check average
• Coach team members daily on Chick-fil-A’s Hospitality Model and 2nd Mile Service behaviors and drive daily focus on hospitality with team
• Continually review and train team members & leadership on Chick-fil-A’s Guest Recovery Model/Best Practices for Guest Recovery
• Partner with Front of House Director to build a leadership bench to accommodate sales growth and expansion in Front of House
• Ensure front of house, dining room, and restrooms are cleaned and organized daily
• Lead and support completion of Front of House Daily, Weekly, and Monthly deep cleaning checklists
• Hold team members’ accountable to guest experience uniform guidelines
• Ensure the parking lot and landscaped areas are clean and free of debris daily
• Support Drive Thru Operations
• Manage relationships and resolve any issues with 3rd Party vendors (DoorDash, Uber Eats, Postmates, and EzCater)
• Lead special projects and/or captainships assigned by the Owner/Operator
• Address any team member performance opportunities & Policy Handbook Violations
• Ensure all FOH disciplinary actions are consistently enforced & up to standard
• Review all disciplinary actions/issues regarding back of house team members on a weekly basis with Talent Director and Executive Director
• Inform Operator or Executive Director if additional disciplinary action steps need to be taken with individual team members

Hospitality Director Scorecard:

• Following CEM Categories rank in Top 20% of Chain: Attentive & Courteous, Order Accuracy, Cleanliness, Overall Satisfaction, & Speed of Service
• Third Party Order Accuracy and Rating
• Drive Thru Speed of Service: 3:00 mins or less
• Labor Productivity Targets Met
• Maintain organization and visual cleanliness in Front of House:
• Parking Lot, Bathrooms, Entry Ways, Sidewalks, Dumpster Pad, Drive Thru, Manager Station, Register Areas, Dining Areas, and Windows
• 100% Completion of all FOH Daily, Weekly, and Monthly Cleaning Checklists

Chick-fil-A, Inc.,
Founder S. Truett Cathy started the business in 1946, when he and his brother, Ben, opened an Atlanta diner known as The Dwarf Grill (later renamed The Dwarf House®). Through the years, that restaurant prospered and led Cathy to further the success of his business. In 1967, Cathy founded and opened the first Chick-fil-A restaurant in Atlanta's Greenbriar Shopping Center. Today, Chick-fil-A has the highest same-store sales and is the largest quick-service chicken restaurant chain in the United States based on annual system-wide sales. Today, Chick-fil-A is America's #1 Quick Service Restaurant.