The recruitment process was far from easy as Chick-fil-A, with 58 years of operating one of the most successful restaurant chains in the world, takes precaution in looking for the best person to run its first store in Singapore, which will initiate its 10-year plan to invest US$75 million in the region.
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Chyn Koh, owner-operator of Chick-fil-A’s first restaurant in Singapore. Photo courtesy of Chick-fil-A |
For this reason, the American company took Chyn through seven interviews over seven months, a process that might seem extreme for the majority, but not for him.
“Everything about Chick-fil-A felt intentional and genuine,” Chyn said as he recalls of his early impressions, as quoted by the company in a press release.
“Even before I applied to be a local owner-operator, I could tell this was a company that truly cares, not just about profits or food, but about people.”
Born and raised in Singapore, Chyn built his career across multinational brands in the food and beverage industry, including running six restaurants under American sandwich chain Subway for over 17 years.
Although the two decades of experience in the food and beverage industry helped build up valuable insight and value within Chyn, it also created a comfort zone that urged him to look for new challenges, particularly as his teenage son reached a key developmental point.
“At this stage of his life, it’s less about what I say, and more about what I do,” he said. “I want my son to watch me take on something challenging and come out stronger for it.”
Upon learning of Chick-fil-A’s 2024 Singapore plans, Chyn was attracted to the brand’s mission-oriented environment, which matched his principles.
He invested time studying the brand, reading works by its founder S. Truett Cathy, and began contemplating his career’s next phase.
“I’m not the most articulate person around. My concern was, how can I make the company see that I can do the job?” he told Singapore entertainment news outlet 8days.
Chyn admits that the recruitment process took a long time, but for a purpose.
“They want to take the time to get to know me. From the long rounds, they can see my development and that I took the time to research and do my homework.”
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Chyn Koh poses for a photo in front of the Chick-fil-A logo. Photo courtesy of Chick-fil-A |
Lauren Howard, who is responsible for selecting the international franchisees of the chain, said that Chyn’s experience and character were both taken into account over the lengthy hiring period.
“How we selected Chyn is that we looked at character, chemistry and competency. He has amazing restaurant acumen from his time [running] quick-service restaurants. We spent a lot of time assessing that part of his candidacy.”
Eventually Chyn was selected to run the first Chick-fil-A outlet at Bugis+, which will open on Dec. 11. The store will open daily from 10 a.m. to 10 p.m. except Sundays, in line with a longstanding tradition started of its founder who wanted to give employees a day to rest.
Having agreed to pay a franchise fee of around $11,500, the owner-operator is now focusing on crafting a venue where customers feel cared for to help the brand’s renowned hospitality stands out.
“To me, hospitality is about showing people they matter. It’s not just speed or efficiency. It’s also in the simple things – like a warm smile, making eye contact with people, and letting them know that they are seen,” Chyn said.
The same care extends to the staff, as Chyn has learned from his experience that a restaurant where employees feel safe to try, fail and grow is the best work environment.
He plans to hire between 60 and 80 employees, ensuring that the restaurant will be overstaffed to guarantee the best service.
Beyond a business venture, Chyn also sees this opportunity as a chance to serve the community and making a lasting difference partnering with local non-profits, supporting youth development, and giving food donation.
The Singapore outlet will continue with Chick-fil-A’s tradition to give customers free extra sauce packs and additional refills on their drinks.
“We will be generous and personal. It’s my philosophy; don’t count these small things. That’s unsustainable. Be generous, the customers will come back and spend and take care of you,” Chyn said.
