Guest Services Director

As the Guest Services Director at Chick-fil-A Hilltop , you will lead and develop a high-performing team dedicated to delivering exceptional hospitality and creating memorable guest experiences. This leadership role oversees front-of-house operations, team training and development, service excellence, and sales performance. You will foster a culture of genuine care, accountability, and continuous improvement while ensuring guests receive fast, accurate, and friendly service. The ideal candidate is a passionate, people-focused leader who enjoys developing others, building strong teams, and creating an environment where both guests and team members feel valued. Key Expectations Model the CFA Redding Mission, Vision, and Core Values with guests and team members. Lead, train, and support the 3 focus areas of the “winning hearts everyday strategy”: Great Food, Fast & Accurate Service and Genuine Hospitality. Lead, train, and support the four components of the hospitality model: Honor, Dignity, & Respect for all, 1st Mile: Core 4, 2nd Mile: Create a Moment, and Recovery utilizing the HEARD model. Create weekly, monthly, and annual sales goals for inside sales, curbside, and 3rd party sales. Create weekly, monthly, and annual transaction goals for the front counter team. Track performance of sales, front counter transactions, speed of service, and check average daily, monthly, annually. Develop systems to support a hospitality first culture in which moments are created with the guests. Recruit, select, and develop top Shift Leads for the Guest Services team. Identify and build a leadership bench to accommodate sales growth and expansion. Track position-based training for Guest Services team members while utilizing Pathway to advance training depth. Ensure front of house, dining room, and restrooms are cleaned and organized daily. Lead and support completion of front of house and dining room cleaning checklists. Hold team members accountable to Guest Services uniform guidelines. Ensure the parking lot and landscaped areas are clean and free of debris daily. Model and create a friendly competition with suggestive selling strategies. Submit Guest Services Team Member and Shift Lead schedule by Thursday @11:00 a.m. Support drive-thru operations. Process CARES guest recovery in Spotlight while following up on all CARES with guests. Manage relationships and follow up with all 3rd party vendors, including Grubhub, DoorDash, Uber Eats, and Postmates. Lead special projects and/or captainships assigned by the Owner/Operator. 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. #J-18808-Ljbffr