Guest Experience Director
$54,080–$58,240 year
On-siteSantee, California, United States
Job Summary
Own the restaurant's guest experience standards by overseeing Customer Experience Monitor (CEM), Secret Shopper evaluations, Host responsibilities, and Recipe & Service Assessments. Identify improvement opportunities through guest feedback and observations to develop systems that enhance the overall guest journey. Coach and develop Managers, Trainers, and Team Members on hospitality expectations while ensuring food quality and service accuracy meet Chick-fil-A standards. Communicate priorities and action plans with leadership to drive continuous improvement and sustainable store growth. Maintain proficiency in restaurant operations, uphold Core Values, and model ownership in every interaction. Requires an average of 30+ hours weekly with availability to lead three opening/closing shifts, including two night closes, and Friday and Saturday availability.
Required Qualifications
- 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
- 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
- Previous experience preferred
- Previous leadership experience an asset
- Hard-working
- Team-oriented
- Friendly
- Honest
- Great customer skills
- Ability to drive results
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