Director of Hospitality and Operations Professional

At Chick-fil-A 8 Mile and Woodward, our purpose is to glorify God by being faithful stewards of all that has been entrusted to us and by having a positive influence on everyone who comes into contact with our restaurant. We are committed to making a positive impact on our guests, Team Members, and community through genuine hospitality, leadership development, meaningful relationships, and operational excellence.

The Director of Hospitality and Operations plays a critical role in fulfilling that mission by developing leaders, serving Team Members, creating remarkable guest experiences, and building systems that allow the restaurant to serve with excellence every day.

The Director of Hospitality and Operations leads all Front of House operations and develops a high-performing team committed to genuine hospitality and operational excellence. This leader oversees the guest experience, speed of service, order accuracy, cleanliness, labor performance, training, and Front of House leadership development to ensure Chick-fil-A standards are consistently executed.

The Director of Hospitality and Operations is the primary steward of Front of House culture and is responsible for building systems, developing leaders, and creating an environment where Team Members can grow and thrive. This individual must possess strong leadership skills, operational discipline, and a passion for serving others through excellence.

• Lead and develop the Front of House team, including leaders and Team Members; provide hands-on supervision, scheduling support, performance management, and coaching to ensure operational excellence and adherence to Chick-fil-A standards.
• Build a culture of accountability, teamwork, genuine hospitality, and continuous improvement.
• Onboard, develop, and retain high-performing Front of House Team Members.
• Develop future leaders through coaching, mentoring, and individualized leadership development plans.
• Conduct regular performance conversations and development discussions.

• Ensure every guest receives warm, attentive, and personalized service consistent with Chick-fil-A hospitality standards.
• Teach Team Members to recognize organic opportunities to care for guests and create meaningful connections.
• Resolve guest concerns with urgency, sound judgment, and a commitment to restoring trust.
• Monitor guest feedback and service trends, then implement improvement plans when needed.
• Champion a culture where hospitality, accuracy, cleanliness, and guest care are non-negotiable.

• Lead daily Front of House operations to ensure speed, accuracy, efficiency, cleanliness, and shift readiness.
• Drive execution during peak meal periods and high-volume business times.
• Monitor operational performance metrics and implement sustainable improvement plans.
• Ensure Front of House systems and processes support exceptional guest experiences.
• Partner with Heart of House leadership to maintain communication, product flow, and restaurant-wide consistency.

• Manage labor deployment and productivity within established goals while maintaining excellent service.
• Support accurate cash management, refunds, discounts, drawer controls, and financial accountability.
• Monitor supply usage, packaging, waste, and other controllable costs.
• Develop action plans to improve profitability and operational efficiency.
• Ensure proper equipment readiness, facility care, and timely communication of maintenance needs.

• Oversee all Front of House training and certification processes.
• Ensure Team Members are properly trained and cross-trained across Front of House positions.
• Maintain and improve operational systems, procedures, and service workflows.
• Lead implementation of new Chick-fil-A initiatives and operational enhancements.

• Exceptional guest satisfaction and consistent genuine hospitality
• Speed of service, order accuracy, cleanliness, and operational readiness
• Front of House labor productivity and labor cost management
• Reliable cash management and adherence to operational controls
• Successful completion of applicable Chick-fil-A, health department, food safety, and cleanliness audits
• Team Member retention, engagement, and satisfaction
• Leadership development and internal promotions
• Achievement of restaurant operational and financial goals

• High school diploma or GED
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