Spenser Kinsman
Executive Director of Hospitality and Guest Experience, 2022
Bachelor’s of Science from Embry Riddle Aeronautic University in Aeronautical Science and 13 years in restaurants
Meet Spenser Kinsman,
My best friend was the Director of Operations at the time and I was looking for something new, but something that was still familiar enough. I joined Chick-fil-A in January 2022 at the South Mopac location as a delivery driver. I then became interested in front counter operations and became a Manager, leading to Director of Delivery. Later on I transitioned into my current role of Hospitality
I oversee our Hospitality structure at our two restaurants. I ensure that it is in line with the Winning Hearts Strategy, but is still personalized for our specific guest profile. This includes CEM scores, smart shop reports and other guest centered profiles. I also lead our CARES program for our two stores and ensure that guest concerns are handled correctly and in a timely manner.
I am currently working on a “Surprise and Delight Toolkit”. These are curated gifts for our guests that are readily available for our team to deliver to a certain guest. These include birthdays, pet owners and for guests who just need extra kindness in their day.
I’m incredibly grateful to Chick-fil-A and to Mr. Massey on developing me as a leader and seeing the potential. Their investment has sparked an interest into pursuing LDP or TDP in my future.
