Director of Front of House Operations and Guest Experience
Chick-fil-A
- Los Angeles, CA
- 1 day ago
- $25–$30
Highlights
This position leads all guest-facing operations, team development, training leaders, and driving sales through suggestive selling, while ensuring cleanliness, and a positive culture, often requiring a servant's heart and leadership experience. Our team at Chick-fil-A at 7th and Fig aims to be a high performing & engaged team, while offering impeccable services to all we encounter; creating customers that return for more.
Numbers & Facts
| Location | Los Angeles, CA |
| Salary | $25–$30 |
Description
Are you a problem solver? Do you enjoy bringing innovative solutions to the table? Our team at Chick-fil-A at 7th and Fig aims to be a high performing & engaged team, while offering impeccable services to all we encounter; creating customers that return for more. Our employee promise is to deliver a safe, fun and caring environment where team members are inspired to excel beyond their known potential. If this excites you, we have an amazing opportunity for you at Chick-Fil-A 7th and Fig.
Structure: Reports directly to the Operator. This role will lead and operate inside of a Chick-fil-A restaurant, locally owned by a franchise owner.
Restaurant Address:
660 S Figueroa St, Los Angeles, CA 90017, USA
Pay Rate:
$25.00 - $30.00 per hour
Role Description: The Director of Front of House Operations and Guest Experience manages, implements, and executes effective strategies to lead Front Counter, Mobile, Dine-In, 3rd Party and Catering Pickup and set the standard for operational excellence with the team. This person will also partner with the Operator to drive improvements to create exceptional customer experience/service (Core 4, Second Mile Service). This position leads all guest-facing operations, team development, training leaders, and driving sales through suggestive selling, while ensuring cleanliness, and a positive culture, often requiring a servant's heart and leadership experience. This position works closely with the Operator to ensure our vision and core values are the foundation on which we grow the business.
Director of Front of House Operations and Guest Experience responsibilities include:
FOH Operations
- Drive Operational Excellence: Delivering operational excellence, working through all areas of FOH to ensure a remarkable guest experience. Drive systems to ensure smooth shift execution, providing feedback and guidance to improve team and guest experiences.
- Develop and Lead: Build high performance teams, identifying and coaching leaders for Front of House. Manage a team of 30+, delivering feedback cycles, coaching, and fostering a collaborative and productive leadership team.
- Maintain Compliance: Maintain a work environment that ensures and promotes food & team safety. Ensure adherence to policies and protocols required for successful Deloitte and EcoSure inspections.
- Drive Guest and Team Satisfaction: Increase overall restaurant results, working cross-functionally with other department leaders through meetings and collaborative goals. Lead initiatives to improve customer experience through effective team leadership, training, and system implementation
Sales Channel Execution & Growth:
- Lead: Lead by example while mentoring and developing the team. Lead Dine In, Carry Out and 3PD guest experience and set the standard for operational excellence with the team. Cultivate a culture of EXCELLENCE (Guest Experience, Speed of Service, Cleanliness, Hospitality), OWNERSHIP, & TEAMWORK
Organizational Alignment
- Invest in, develop, and grow your team (Managers, Area Leaders, Trainers and team members). Collaborate with Training and HR Director on a Training & Growth plan for key leaders and team members
- Drive strong systems, processes and procedures. Ensure all shifts are completing checklists for Operational Excellence
- Collaborate with FOH leads and hold huddles with Front of House/Hospitality team members daily, weekly or monthly.
- Connect with the Operator and other operational leadership at a minimum monthly, and as needed to guarantee excellence in communication for all initiatives related to the operations of the business. This includes attending operations meetings as needed to enhance communication.
- Work with Director of Operations to Staff appropriately for all periods of the daily & weekly business cycle and special events
Protect the Brand
- Ensure we represent the brand to the highest-level both inside and outside the restaurant.
- Make certain we are doing things with excellence, honor, dignity, and respect.
- Follow Chick-fil-A guidelines and procedures in all areas of the business, including all aspects of food safety.
Organizational Alignment
- Connect with the Operator, fellow Directors, and other leadership as needed.
- Connect with operational leadership by attending operations meetings as needed.
- The purpose of these connections is to share updates in the areas mentioned above and discuss initiatives that have operational implications.
Top 3 Role Priorities:
- CULTURE of EXCELLENCE for Front Counter, Mobile, Dine-In, 3rd Party and Catering
- Strong problem-solving skills, in managing guest feedback and resolving challenges to maintain guest satisfaction and protect Chick-fil-A’s reputation.
- Invest and develop high-performing FOH team
Core Values:
- Trust, Communication, and Accountability
- Customer Focused
- Results Oriented
We are looking for applicants who exhibit the following qualities:
- Have a passion for organization and attention to detail
- Enthusiastically and optimistically encourage our culture every day
- Combine critical thinking and practical leadership to create a culture of serving
- Data driven and unafraid to have direct and candid discussions
- Effectively coach and give direction
- Have a positive, stress-free attitude in all situations
- Do not gossip and complain and put a stop to the gossip and complaining
- Be proactive to solve problems when & before they arise
- Consistently train a proactive hospitality mindset in team members
- Lead with enthusiasm, it is contagious
- Fight for a culture of enthusiasm in the restaurant at all times
- Do all things with excellence, even when no one is watching
- Ensure the team has this same mindset
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.
Customers love Chick-fil-A® because of the Team Members who serve them. Team Members are encouraged to do the little things every day to make a difference for someone else: as simple as a smile or as inspired as running after a customer because they forgot a straw for their milkshake.
And the cherry on top? A career at a Chick-fil-A Restaurant can have a wide range of benefits, including competitive pay, personal and professional growth opportunities, as well as the flexibility to thrive in and outside of work.