Guest Experience Manager

2 months ago

SaintBrunodeMontarville, Quebec, Canada McDonald's Full time
About the Role

We are seeking a highly skilled and experienced Guest Experience Manager to join our team at McDonald's. As a key member of our leadership team, you will be responsible for delivering exceptional customer experiences and driving business results.

Key Responsibilities
  • Shift Management
    • Review guest count and sales projections to inform shift planning and resource allocation.
    • Complete pre-shift checklists to ensure a smooth and efficient start to the shift.
    • Develop and implement positioning plans to maximize sales and customer satisfaction.
    • Conduct shift huddles to review progress, address concerns, and set goals for the shift.
    • Manage from the observation post to monitor customer flow and identify areas for improvement.
    • Identify and address danger zones, diagnose issues, and provide coaching and direction to team members.
    • Conduct QSC travel path reviews to ensure a seamless customer experience.
    • Connect with customers along their travel paths to gather feedback and identify opportunities for improvement.
    • Maintain and adjust positioning according to the positioning guide to optimize customer flow and sales.
    • Follow up on primary and secondary duties of crew and managers to ensure tasks are completed efficiently and effectively.
    • Conduct post-shift analysis to review performance, identify areas for improvement, and develop strategies for growth.
  • Production
    • Monitor and coach team members to correct production procedures and ensure high-quality food products.
    • Monitor cabinet levels to ensure adequate inventory and minimize waste.
    • Monitor UHC for correct holding times to maintain food safety and quality.
    • Monitor finished food quality to ensure consistency and excellence.
  • Service
    • Role model guest experience behaviors and coach team members to deliver exceptional customer service.
    • Seek customer feedback during travel paths to identify opportunities for improvement.
    • Document customer complaints and action taken in the log book to track and address issues.
    • Follow the guest recovery process when necessary to resolve customer concerns.
    • Responsible for the training, follow-up, and support of the McCafé Coordinator and Beverage Specialists.
    • Reviews all customer compliments and complaints and assigns them for follow-up as needed.
    • Develop and follow a plan for the proper arrangement of Drive-Thru equipment and stock.
    • Develop and follow a plan for the proper arrangement of Front Counter and McCafé equipment and stock.
    • Ensure proper training and execution of all Front Counter, McCafé, and Drive-Thru service procedures and guest experience behaviors.
    • Responsible for guest experience training and ongoing evaluation of crew execution of those behaviors.
    • Plan for and deliver training and communication for promotions to crew and managers in the department.
    • Post and update the 24-hour stock list monthly.
    • Activate service-related initiatives to drive business results and improve customer satisfaction.
  • Support & Management Systems
    • Business Planning
      • Monitor and report progress on department goals and objectives using the department scorecard.
      • Prepare for and participate in weekly manager's meetings to review progress and discuss strategies for growth.
      • Conduct weekly department walk-thrus to assess performance, diagnose opportunities, and identify actions.
      • Role model guest experience behaviors and use behavior tools to teach crew and managers how to elevate the guest experience in the restaurant.
      • Responsible for aligning dining room responsibilities with the right person to deliver the best guest experience expectations of those duties.
      • Responsible for the Guest Experience Leader program.
      • Activate drive-thru initiatives to drive business results and improve customer satisfaction.
    • Internal Communication (Crew)
      • Analyze, communicate, and post current GSS results and action items to ensure transparency and accountability.
      • Role model and share best practices for connecting with guests, creating unexpected 'golden moments,' sharing guest comments of praise and opportunities.
    • Internal Communication (Merchandising)
      • Coordinate LRM activities/events to connect with the community and drive business results.
      • Coordinate POP and merchandising execution to ensure proper elements are in place (execution checklist).
      • Complete RFM programming to ensure effective communication and engagement with customers.
    • Training (Crew)
      • Conduct assigned follow-up SOCs daily to ensure tasks are completed efficiently and effectively.
      • Conduct behavioral and guest recovery training to equip team members with the skills and knowledge needed to deliver exceptional customer service.
    • Training (Management)
      • Write IDP goals for self to ensure personal growth and development.
      • Complete agreed-upon training and development to enhance skills and knowledge.
    Benefits
    • Salary: starting at $45,000/year
    • Benefit from group insurance (medical, dental, vision) paid at 75% by the employer
    • Benefit from a competitive salary calculated according to experience
    • Meals paid for on shifts and get a 50% discount on food at participating McDonald's restaurants in Canada
    • Get free uniforms
    • Have access to a performance bonus program
    • Have the chance to develop and access excellent career opportunities
    • Expenses allocated for Cellular
    • Expenses allocated for the Gym
    • RRSPs

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