Hospitality Leader

Hospitality Leader

Role Summary

The Hospitality Leader is responsible for creating and protecting an exceptional guest experience throughout the restaurant. This role leads hospitality by example, coaches Team Members on service behaviors, and helps ensure every guest feels welcomed, cared for, and valued.

Unlike a traditional shift leadership role, the Hospitality Leader's primary focus is people and the guest experience . They are expected to be highly present in the operation, recognize opportunities to elevate hospitality, coach in the moment, and confidently step in when a guest experience needs to be recovered.

The Hospitality Leader serves as a champion of our hospitality culture and helps our team consistently turn everyday transactions into meaningful interactions.

Responsibilities

• Lead and model exceptional hospitality throughout the restaurant.
• Coach Team Members on hospitality behaviors through real-time feedback, encouragement, and recognition.
• Create a welcoming environment where guests feel genuinely cared for.
• Identify guest experience opportunities and take immediate action when appropriate.
• Handle guest concerns and service recovery with professionalism, empathy, and urgency.
• Reinforce Chick-fil-A hospitality expectations, including genuine interactions, positive body language, elevated language, and attentiveness.
• Observe the guest experience throughout the restaurant and provide coaching when standards are not being met.
• Recognize and celebrate Team Members who demonstrate outstanding hospitality.
• Help Team Members understand the difference between simply completing a transaction and creating a memorable experience.
• Build positive relationships with guests, including regular and returning guests.
• Partner with Team Leaders and Directors to address recurring hospitality opportunities.
• Support the training and development of new Team Members in hospitality expectations.
• Help maintain a positive, encouraging, and people-focused culture.
• Lead by example with professionalism, integrity, positivity, and a servant's heart.

Preferred Experience

• Previous restaurant, retail, hospitality, or customer service experience is preferred.
• Experience working directly with guests or customers is a plus.
• Experience coaching, training, mentoring, or developing others is beneficial.
• Previous leadership experience is preferred but not required.
• Demonstrated ability to remain positive and professional in challenging situations.

Education

• High school diploma or GED preferred.
• College students and recent graduates are encouraged to apply.

Skills & Qualifications

• Exceptional communication and interpersonal skills.
• Naturally warm, friendly, and approachable personality.
• Strong emotional awareness and ability to read guest needs.
• Ability to coach and encourage others in a positive and productive way.
• Confidence handling guest concerns and difficult conversations.
• Strong problem-solving and service recovery skills.
• Positive attitude and servant leadership mindset.
• Strong sense of ownership and accountability.
• Ability to remain composed in a fast-paced environment.
• Ability to influence others without needing to lead the entire shift.
• Flexible availability, including mornings, evenings, and Saturdays.
• Ability to stand for extended periods and lift up to 50 pounds.

What We're Looking For

We're looking for someone who genuinely loves taking care of people .

The ideal Hospitality Leader notices the things others may miss: a guest who looks confused, a family that could use an extra hand, a Team Member whose interaction could have been warmer, or an experience that didn't meet our standard.

You don't need to be the person running the entire shift to be a leader. In this role, leadership means influencing the way our team serves.

We're looking for someone who can set the example, coach others, recover difficult guest experiences, and help create a restaurant where remarkable hospitality becomes part of how we operate every day.

Why Join Our Leadership Team?

• Develop valuable leadership, communication, and coaching skills
• Receive leadership development and mentorship
• Build experience in guest relations and service recovery
• Help shape the hospitality culture of the restaurant
• Competitive pay based on experience and performance
• Opportunities for continued growth and advancement
• A positive, people-focused, and growth-oriented environment
• The opportunity to make a meaningful impact on both guests and teammates

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.