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Customer Experience Director

2 months ago

Mississauga, Ontario, Canada McDonald's Full time

Job Summary: We are seeking a highly skilled Market Hospitality Lead to join our team at McDonald's. As a Market Hospitality Lead, you will be responsible for managing the activities of our restaurants to ensure exceptional customer experience and elevate the Guest experience by fellow colleagues and Guests.

Key Responsibilities:

  • Supporting Operations Team: Collaborate with the operations team to develop and implement restaurant-specific customer service strategies, aligning with national objectives.
  • Leading Hospitality Team: Direct a team of Hospitality Leaders in delivering world-class hospitality, effective sales techniques, merchandising standards, and restaurant policies and procedures.
  • Customer Service Analysis: Analyze restaurant customer service through analytical tools and restaurant visits, identifying opportunities to improve sales and restaurant operations.
  • Program Development: Launch and evaluate new programs and initiatives that impact business performance and profitability, in consultation with the operations team and in line with national strategy.
  • Employee and Guest Needs: Anticipate employee and Guest needs and proactively address them.
  • Industry Trends: Stay up-to-date with new industry trends and developments, seeking to innovate and continuously improve the Guest experience and delight the Guest, through consultation with the operations team and in line with national strategy.

Requirements:

  • Previous Management Experience: Previous management or leadership experience with demonstrable skills and success in leading and developing others.
  • Restaurant Experience: Minimum 5 years previous restaurant or hospitality experience.
  • Communication Skills: Strong communicator with the ability to build lasting relationships.
  • Interpersonal Skills: Exercises interpersonal skills to influence a culture of Guest Experience.
  • Conflict Resolution: Ability to handle difficult situations/conversations, while maintaining positive Guest relations.
  • Guest Focus: Dedication to increasing the Guest experience through proactive anticipation of Guests needs.
  • Personal Vehicle: Personal Vehicle required for traveling throughout the workday.

Working Environment:

The working environment will consist of restaurant settings. Hours of work could include evenings and weekends. Travel will be within the market area and occasional travel outside the market area may be required to attend workshops or classes.

Compensation: $45,000 per year

Benefits:

  • Travel Allowance:
  • Medical/Dental Benefits:
  • Discounted/Free Meals: