Guest Experience Leader

Guest Experience Leader

Chick-fil-A Odessa is seeking a highly skilled and disciplined Guest Experience Leader to lead our front-of-house team and ensure the highest standards of hospitality and service. As a Guest Experience Director, you will play a key role in overseeing all guest-facing operations, driving exceptional customer experiences, and maintaining Chick-fil-A's reputation for genuine care, efficiency, and excellence. You will lead a team of service professionals, ensuring smooth daily operations and fostering a positive work environment that upholds our mission of Winning Hearts Every Day through Genuine Hospitality, delivering craveable food, and caring for our guests and team members.

Position Type: Full-Time

Our Benefits Include:

• A fun work environment where you can positively influence others
• Flexible scheduling (and closed on Sundays)
• Learning first-hand from an experienced Operator and Restaurant Leaders
• Intentional growth and development to help you reach your professional goals
• Scholarship opportunities
• Competitive pay

Key Responsibilities:

Leadership & Team Development: Lead, mentor, and help develop a team of front-of-house staff, ensuring they are trained in Chick-fil-A's service model, operational standards, and company policies. Foster a collaborative environment that promotes teamwork, communication, and accountability.

Operational Oversight:

• Manage and oversee all guest-facing operations, ensuring efficient service flow, timely order delivery, and adherence to Chick-fil-A's hospitality standards.
• Participate operationally in day-to-day activities in a high-volume, fast-paced restaurant environment.
• Open and/or close the restaurant, lead shifts, and serve as a key holder.
• Count drawers and finalize daily sales.

Guest Experience & Hospitality:

• Deliver exceptional hospitality and 2nd Mile Service with consistency.
• Offer immediate and respectful responses to guest needs.
• Create and implement strategies to elevate guest satisfaction.
• Act as a role model for the team by setting the tone for each shift.
• Smile, maintain a friendly demeanor, create eye contact, and speak enthusiastically to build emotional connections with guests.

Performance Metrics: Monitor and track key performance indicators (CEMS) such as order accuracy, speed of service, and keep them in the top 20%. Develop action plans to improve results and maintain high standards.

Process Improvement: Identify and implement ways to improve service efficiency, guest engagement, and team productivity. Stay up-to-date with best practices and integrate them into daily operations.

Collaboration with Kitchen: Partner with kitchen leadership to ensure timely and accurate food orders, seamless communication, and exceptional guest satisfaction.

Compliance: Ensure compliance with all health, safety, and sanitation regulations. Conduct regular checks of the dining room, drive-thru, and other guest areas to maintain cleanliness and order.

Qualifications & Requirements:

• Previous leadership or supervisory experience preferred.
• Excellent communication and interpersonal skills.
• Strong work ethic and positive attitude.
• Commitment to Chick-fil-A's values and mission.
• Ability to inspire and motivate a team.
• You will be required to pay for your first uniform.

Benefits:

• Flexible scheduling (closed on Sundays).
• Health insurance and 401(k).
• Employee discounts and referral program.
• Paid training and scholarship opportunities.

Most Chick-fil-A® Restaurants are operated by independent franchised business owners who make all their own employment decisions and are responsible for their own content and policies.