Assistant Manager of Hospitality

To champion and elevate the Guest Experience by cultivating a culture of genuine hospitality, operational excellence, and continuous improvement. This role represents the Cathy family by developing Team Members, driving hospitality metrics, and ensuring every guest interaction wins the hearts of our guests every day.

Guest Experience Leadership

• Take full ownership of all initiatives that impact Guest Experience through the Winning Hearts Every Day Strategy .
• Model and coach real-time hospitality that goes beyond expectations.
• Observe restaurant operations during peak periods to identify coaching and improvement opportunities.
• Use data from CEMs and Smart Shop reports to drive decision-making and optimize service.

Pursue Mastery

• Maintain thorough knowledge of Pathway procedures and core hospitality strategies.
• Promote consistency in brand standards through modeling and training.

Own the Numbers

• Track key hospitality metrics and actively implement strategies for improvement.
• Collaborate with the leadership team to achieve and sustain excellence in guest satisfaction.

Guest Recovery

• Respond to CARES alerts within 2 business days.
• Use the HEARD model to effectively recover guests and turn challenging moments into positive outcomes.
• Proactively communicate feedback to the Executive Team to prevent repeat issues.

Core Competencies

• Hospitality-Driven Mindset: Leads with warmth, care, and intentionality.
• Accountability: Takes full ownership of guest experience outcomes.
• Situational Awareness: Anticipates needs and adapts in real time.
• Communication: Clearly and constructively communicates expectations to Team Members and leadership.
• Leadership by Example: Demonstrates excellence, humility, and initiative at all times.
• Data-Informed Decision Making: Understands and acts upon guest feedback and service metrics.

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. Most Chick-fil-A restaurants are locally owned and operated by independent, franchised Operators who invest in the future of their Team Members and give back to their communities.