Guest Experience Director

Chick-fil-A•Santee, CA

12d•Onsite

About The Position

At Chick-fil-A, Guest Experience Directors are responsible for leading the restaurant’s hospitality and service standards while creating memorable experiences for every guest. Guest Experience Directors oversee guest-facing systems including Customer Experience Monitor (CEM), Secret Shopper evaluations, Host responsibilities, Recipe & Service Assessments (RSA), and food quality standards. They serve as a resource for Managers and Team Members by providing coaching, support, and accountability to ensure exceptional service and hospitality. Guest Experience Directors identify opportunities, develop solutions, and create systems that improve the overall guest experience. They successfully complete the Director Level Up Packet and have demonstrated the ability to lead through influence, develop others, and take ownership of results.

Requirements

Must average 30+ Hours/Week (rolling 3 months)
Must have availability to lead three opening/closing shifts (including two night closes)
Must have Friday & Saturday availability (one closing required)
Successfully completes Director Level Up Packet
Maintains proficiency in restaurant operations and leadership expectations
Embodies and upholds Core Values, Ownership, and Professionalism
Champions and protects the Culture, Vision, Mission, and Purpose
Demonstrates strong communication, hospitality, and follow-through
Leads and develops Managers, Trainers, and Team Members through coaching and example
Drives continuous improvement through self-development, projects, and store growth initiatives

Nice To Haves

Demonstrated ability to lead through influence
Demonstrated ability to develop others
Demonstrated ability to take ownership of results

Responsibilities

Owns the restaurant’s guest experience standards and ensures consistent hospitality execution.
Oversees Customer Experience Monitor (CEM), Secret Shopper evaluations, Host standards, and Recipe & Service Assessments (RSA).
Identifies opportunities through guest feedback, evaluations, and observations to improve service.
Coaches and develops Leaders and Team Members on hospitality, service expectations, and guest interactions.
Ensures food quality, presentation, accuracy, and service standards consistently meet Chick-fil-A expectations.
Develops systems and solutions to improve the overall guest journey.
Partners with Directors and Managers to address opportunities and create sustainable improvements.
Communicates guest experience priorities, results, and action plans with leadership.
Creates a culture where guests feel valued, cared for, and appreciated.
Models ownership, professionalism, and hospitality in every interaction.
Performs any responsibilities needed to support the success of the restaurant.
Strictly adheres to all company policies and procedures.