What are the responsibilities and job description for the Hospitality Director position at Chick-fil-A?
Role Summary:
The Hospitality Director is a high energy driving force to ensure every guest leaves saying, “Chick-fil-A always makes my day better.” They lead, coach, and inspire the team to create unforgettable moments and stay focused on 2nd Mile Service. They embody the Core 4, take ownership of the guest experience, and deliver remarkable service in clean, inviting environments—every guest, every time. They create moments of genuine care, joy, and excellence that bring Winning Hearts Every Day to life in everything we do. This role builds a culture where hospitality is felt, celebrated, and shared.
Key Responsibilities
Hospitality Leadership
- Champion a guest-first culture that engages and empowers every team member.
- Inspire and train leaders and team members to consistently deliver Core 4 and 2nd Mile Service.
- Lead by example with a visible, joyful presence in the dining room and drive-thru—celebrating wins and coaching in real time.
- Partner with the Marketing and Operations Directors to create guest experiences that build loyalty and reflect Winning Hearts Every Day.
Team Development & Culture
- Foster buy-in across all positions by making hospitality everyone’s responsibility.
- Cultivate a culture of gratitude, recognition, and servant leadership through consistent encouragement and accountability.
- Reflect the desired culture of care through intentional acts of service that energize and inspire the team.
- Equip Team Leaders and Daypart Directors to coach and model hospitality within their respective areas.
Operational & Brand Excellence
- Collaborate with leadership to uphold excellence in speed, accuracy, and guest care.
- Maintain high standards of cleanliness, organization, and presentation in all guest areas.
- Monitor guest feedback (CARES, CEM surveys, reviews) and implement timely, practical improvements.
- Model Chick-fil-A’s purpose: To glorify God by being a faithful steward of all that is entrusted to us and to have a positive influence on all who come in contact with Chick-fil-A.
Qualifications
- Experience in hospitality, leadership, or customer service.
- Ability to inspire and lead teams toward a shared vision.
- Great energy, strong communication and interpersonal skills.
- Passion for hospitality
- Highly organized, dependable, and adaptable in a fast-paced environment.
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.