The Hospitality Supervisor at Chick-fil-A is responsible for executing the strategic vision for guest service and hospitality as defined by the Director Team. Reporting to the Guest Relations Director, the Hospitality Supervisor serves as a bridge between top-level management and daily operations, ensuring alignment with Chick-fil-A’s mission and values. The Hospitality Supervisor plays a key role in developing team leaders, fostering a culture of exceptional service, and providing tactical leadership to achieve operational excellence.

Role Specific Responsibilities

• Take full ownership of the front-of-house hospitality operations by leading by example, ensuring guests are greeted warmly, served efficiently, and experience exceptional service while upholding Chick-fil-A’s commitment to hospitality. Maintain operational efficiency, enforce safety and health regulations, and train team members to sustain a clean, welcoming, and guest-friendly environment.
• Collaborate with the Guest Relations Director to develop innovative hospitality strategies that differentiate Chick-fil-A and strengthen guest relationships.
• Execute the strategy set by the director team ensuring alignment with Chick-fil-A’s hospitality standards and guest relations objectives.
• Provide regular reports to the Guest Relations Director on hospitality performance, team development, and guest experience metrics. Highlight successes, challenges, and actionable insights to optimize operations and improve performance.
• Identify areas for improvement. Lead initiatives to enhance the guest experience and increase operational efficiency.
• Act as the primary communicator between Director Team and front-line operations, ensuring that strategic directives are clearly communicated and executed at the operational level and that operational feedback is shared with top-level management.
• Conduct regular coaching and mentoring sessions with team leaders and team members to ensure they are equipped to handle the fast-paced guest facing environment, helping them improve operational performance and deliver exceptional guest service, ensuring that they embody Chick-fil-A’s hospitality values

Leadership Responsibilities include;

• Uphold and maintain operational standards and policies by ensuring consistency, quality, and adherence to Chick-fil-A’s expectations across all aspects of the drive-thru operation, holding team members accountable for meeting these standards.
• Maintain and execute systems and processes to ensure operational efficiency and effectiveness, continually refining and optimizing workflows to support a smooth guest experience.
• Commit to continuous self-improvement by intentionally focusing on mastering both basic and elite-level skills in all aspects of the role.
• Set and pursue goals for self, team, and organization, using key performance indicators to create action plans, track progress, and close gaps to ensure alignment with overall objectives.
• Provide the team with tools and resources (technology, equipment, knowledge) to succeed in their roles and maintain a well-trained team.
• Engage and develop the team by instilling values, building character, and enhancing both job skills and personal growth. 
• Celebrate wins and good results, recognizing and reinforcing positive behaviors and achievements.
• Communicate regularly with team members about goals, performance, and results, providing real-time feedback for improvement.
• Foster a positive work environment by promoting a culture where everyone is focused on doing the right thing, the right way, every time, while recognizing team member contributions and maintaining strong morale.
• Act as a multiplier by creating opportunities for team members to take on greater responsibility, fostering an environment where they can grow, contribute more, and unlock their full potential within the organization.
• Be prepared to manage operational challenges and crises, such as equipment malfunctions or guest complaints, ensuring quick and effective resolutions while maintaining standards, policies, and accountability.
• Employee Relations: Handle daily employee issues, such as attendance, task assignments, and conflict resolution, maintaining a positive and productive work environment. Address guest complaints and service issues promptly to ensure guest satisfaction.
• Support Team Engagement: Foster a work environment focused on teamwork, accountability, and positive morale. Recognize team member contributions, celebrate wins, and reinforce behaviors that align with Chick-fil-A’s standards of quality and service.

Qualifications

• Proven experience in a leadership role, preferably in hospitality or customer service management.
• Strong communication and interpersonal skills, with the ability to motivate and guide team leaders and staff.
• Ability to execute strategic goals at an operational level, ensuring alignment with organizational vision.
• Excellent problem-solving and decision-making skills, with experience in resource allocation and team coordination.
• Experience in talent development, training, and coaching for future leaders.
• Knowledge of Chick-fil-A’s mission, vision, and commitment to hospitality excellence.