Front of House Leader: Guest Experience & Drive-Thru Excellence

Front of House Leadership Team

Chick-fil-A Rock Row | Westbrook, ME

Full-Time Leadership Position

Position Overview

At Chick-fil-A Rock Row, the Front of House (FOH) Leader is the champion of the guest experience. This leader ensures that every person who interacts with our brand—whether in the dining room, at the counter, or in the Drive-Thru—receives "remark-able" service characterized by speed, accuracy, and genuine care.

The FOH Leader partners with the Operator and Director Team to cultivate a culture of hospitality, operational excellence, and intentional team development.

Key Responsibilities

Hospitality & Guest Experience

• Lead all FOH operations (Dining Room, Front Counter, and Drive-Thru) to ensure the highest levels of guest satisfaction.
• Champion "Second Mile Service" and ensure the team is proactively meeting guest needs.
• Resolve guest complaints with empowerment and grace, turning challenges into "winning" moments.
• Maintain a clean, organized, and inviting environment throughout the entire "Front of the House."

Operational Throughput

• Optimize Drive-Thru efficiency and speed of service (SOS) without compromising accuracy or hospitality.
• Manage labor productivity and deployment, ensuring the right people are in the right "aces in their places" during peak hours.
• Monitor Customer Experience Monitor (CEM) scores and implement strategies to improve key metrics.

Team Leadership & Development

• Recruit, train, and coach FOH Team Members and Shift Leaders.
• Model "servant leadership," working alongside the team during peak hours to set the pace.
• Conduct performance reviews and provide real-time feedback to foster a growth mindset.
• Ensure all team members are proficient in Chick-fil-A’s unique language and service standards.

Systems & Accountability

• Maintain strict cash handling procedures and POS accuracy.
• Implement systems to reduce order errors and improve order-to-delivery times.
• Coordinate with the BOH Manager to ensure seamless communication between the kitchen and the floor.

Qualifications

• 4+ years of leadership experience (hospitality or high-volume retail preferred).
• Exceptional Communication: Ability to coach a large team and interact warmly with guests.
• Problem Solver: Calm under pressure with the ability to navigate a fast-paced environment.
• Availability: Flexible to work mornings, evenings, and Saturdays (Sundays off!).
• Tech Savvy: Comfortable with POS systems and performance-tracking software.

The "CFA Leader" Profile

• The "Face" of the Brand: Someone who carries themselves with professionalism and warmth.
• Energy Giver: A leader who boosts team morale even when the Drive-Thru line is wrapped around the building.
• Detail Oriented: Notices the small things—from a smudge on the door to a team member missing their name tag.

Why Chick-fil-A Rock Row?

We are committed to being more than just a restaurant — we are building leaders, serving our community, and pursuing excellence every day. The Front of House Manager plays a critical role in making that vision a reality.

If you are passionate about operational excellence and developing people, we would love to meet you.

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.