Director of Hospitality & Guest Experience | Leadership

At Chick-fil-A Ironwood & Ocotillo, hospitality is more than providing great service. It is about creating an environment where every guest feels genuinely welcomed, cared for, and valued.

The Director of Hospitality & Guest Experience is a hands-on leadership position responsible for strengthening our culture of hospitality, developing Team Members and leaders, improving the guest experience, and ensuring our restaurant consistently delivers the level of service our guests expect from Chick-fil-A.

This position is ideal for a people-focused leader who understands that exceptional hospitality begins with an exceptional team.

If you are passionate about developing people, creating memorable experiences, and building a culture of genuine care, we want to meet you.

• Competitive Pay:$23–$47/hour
• Full-Time Leadership Position
• Health, Dental & Vision Insurance
• Paid Training & Leadership Development
• Sundays Off
• Professional & Personal Development Opportunities
• Leadership Experience in a High-Volume Business
• Opportunities for Continued Growth
• Positive, People-Focused Work Environment
• Opportunity to Make a Measurable Impact on Guest Experience

• Lead, coach, and develop Team Members and restaurant leaders
• Model Chick-fil-A hospitality and professionalism
• Establish clear expectations for guest interactions and service
• Provide consistent coaching, recognition, and feedback
• Identify and develop future leaders
• Help Team Members understand how their individual performance impacts the guest experience
• Build a culture where Team Members feel supported, challenged, and valued

• Take ownership of hospitality and guest experience throughout the restaurant
• Monitor guest feedback and identify trends and opportunities
• Develop strategies to improve guest satisfaction, service, accuracy, and overall experience
• Ensure guests are greeted, served, and cared for with consistency
• Professionally resolve guest concerns and turn challenges into opportunities to build loyalty
• Create memorable experiences that encourage guests to return
• Maintain high expectations for cleanliness, appearance, organization, and hospitality

• Partner with restaurant leaders to ensure strong execution during daily operations
• Support speed of service, order accuracy, cleanliness, and overall operational excellence
• Remain actively involved during high-volume periods
• Identify barriers affecting the guest experience and implement solutions
• Ensure systems and service standards are followed consistently

• Monitor guest experience metrics and restaurant goals
• Use feedback, observations, and data to identify opportunities for improvement
• Develop and execute action plans
• Communicate results and opportunities to the Operator and leadership team
• Help create systems that improve consistency across all dayparts
• Follow through on hospitality initiatives from planning through execution

We're looking for a leader who is:

• People-Focused
  — genuinely enjoys serving and developing others
• Hospitable
  — naturally creates welcoming and memorable experiences
• Accountable
  — takes ownership and follows through
• Positive
  — brings energy and encouragement to the team
• Observant
  — notices details that affect the guest experience
• Professional
  — communicates with maturity, warmth, and integrity
• Results-Oriented
  — understands that hospitality should produce measurable results
• Organized
  — can manage multiple priorities and initiatives
• Adaptable
  —…