Guest Experience Director

Position Overview

At Chick-fil-A Streets at SouthGlenn, we are committed to being our community’s favorite restaurant and employer of choice for ambitious individuals. The Guest Experience Director plays a critical leadership role in creating remarkable guest experiences through operational excellence, hospitality, and team leadership.

This leader will oversee all front-of-house operations, including drive-thru, dine-in, carry-out, curbside, and guest-facing systems. The Guest Experience Director is responsible for ensuring exceptional service, efficient operations, and a culture that consistently delivers kindness and excellence in every interaction.

The ideal candidate is passionate about hospitality, thrives in fast-paced environments, and has a strong ability to lead teams, improve systems, and create memorable guest experiences.

Key Responsibilities

Front-of-House Operational Excellence

• Oversee all front-of-house operations, including drive-thru, dine-in, carry-out, and curbside service
• Ensure exceptional execution of Chick-fil-A hospitality and operational standards
• Monitor and improve speed of service, order accuracy, cleanliness, and overall guest satisfaction
• Lead operational execution during peak business periods
• Continuously evaluate and improve guest-facing systems and workflows
• Partner with leadership to drive operational goals and improve restaurant performance

Guest Experience

• Champion a culture of hospitality and guest care
• Ensure guests consistently receive friendly, efficient, and personalized service
• Address guest concerns and recovery situations with professionalism and care
• Monitor guest feedback and identify opportunities for improvement
• Create systems and strategies that elevate the overall guest experience

Leadership Development

• Lead, coach, and develop front-of-house leaders and team members
• Build a culture of accountability, teamwork, and ownership
• Support training and onboarding systems alongside the Talent Director
• Provide ongoing coaching, encouragement, and performance feedback
• Help identify and develop future leaders within the organization

Team & Culture Leadership

• Model servant-hearted leadership and a positive attitude
• Foster a healthy, encouraging, and high-performing team culture
• Help create an environment where team members feel valued, challenged, and supported
• Uphold the mission and values of Chick-fil-A Streets at SouthGlenn in all interactions
• Promote professionalism, teamwork, and strong communication across all shifts

Systems & Performance Management

• Analyze operational metrics and identify opportunities for growth and improvement
• Assist in staffing alignment and labor efficiency planning
• Ensure front-of-house systems are organized, effective, and consistently executed
• Collaborate closely with kitchen leadership to ensure smooth operational flow between front and back of house

Qualifications

• Proven leadership experience in restaurant, hospitality, or guest service operations
• Strong passion for hospitality and creating exceptional guest experiences
• Excellent communication, organization, and problem-solving skills
• Ability to lead in a fast-paced environment with a high level of ownership
• Strong coaching and team development abilities
• Commitment to excellence, continuous improvement, and servant leadership
• Ability to work flexible hours, including mornings, evenings, Saturdays, and holidays as needed

What We Offer

• Leadership development and growth opportunities
• Competitive compensation starting at $25/hr
• Health insurance benefits
• 401(k) with company matching
• Paid time off (PTO)
• Food and meal benefits
• Supportive, positive, and fun team environment
• Opportunity to make a meaningful impact on guests, team members, and the community
• A culture focused on excellence, growth, and servant leadership

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.

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