Guest experience Manager

45K - Guest experience Manager

Overview

In addition to shift management responsibilities, the Guest Experience Department Manager is responsible for making sure Crew and Managers deliver a great Guest Experience and capture the unmet Guest demand.

This manager is responsible for making sure the McDonald’s Canada Guest Experience Vision is brought to life by managers and crew. This manager makes sure sales/marketing promotions are implemented effectively, that all service staff are trained in service procedures, Guest Experience behaviours and that the Front Counter, McCafé, and Drive-Thru areas are organized to deliver the best consistent experience to our Guests.

This Guest Experience Manager is also responsible for making sure the team meets service targets, such as Service Speed, Friendliness, and Accuracy.

The Guest Experience Manager will be responsible to complete initial interviews for the Guest Experience Leaders, and to train and develop the Guest Experience Leaders. They are also responsible for Dual Point Service procedures, and Table Service procedures.

Performance Measurements

Review the department scorecard to determine the relevant performance measurements annually.

Responsibilities - PRIMARY SYSTEMS

SHIFT MANAGEMENT

* Review guest count and sales projections

* Complete pre-shift checklist

* Complete positioning plan (VSPT)

* Agree on shift targets during pre-shift with area managers; follow up on execution of the plan

* Conduct shift huddles daily

* Manage from the observation post

* Identify danger zones, diagnose and provide direction and coaching

* Conduct QSC travel path a minimum of every hour

* Connect with guests along their travel paths

* Maintain/adjust positioning according to positioning guide

* Follow up on primary and secondary duties of crew and managers

* Conduct post-shift analysis

PRODUCTION

* Monitor and coach to correct production procedures

* Monitor cabinet levels

* Monitor UHC for correct holding times

* Monitor finished food quality

SERVICE

* Role Model guest experience behaviours and able to coach crew and managers to do the same

* Seek guest feedback during travel paths

* Document guest complaints and action taken in log book

* Follow guest recovery process when necessary

* Responsible for the training, follow-up and support of the McCafé Coordinator and Beverage Specialists

* Reviews all guest compliments/complaints and assigns appropriately for follow-up if needed

* Develop and follow plan for proper arrangement of Drive Thru equipment and stock

* Develop and follow plan for proper arrangement of Front Counter and McCafé (if applicable) equipment and stock

* Ensure proper training and execution of all Front Counter, McCafé, and Drive-Thru (if applicable) service procedures and Guest Experience Behaviours.

* Responsible for guest experience training and ongoing evaluation of crew execution of those behaviours

* Plan for and deliver training and communication for promotions to crew and managers in the department

* Post and update 24 hour stock list monthly

* Activate service-related initiatives

Responsibilities - SUPPORT & MANAGEMENT SYSTEMS

BUSINESS PLANNING

* Monitor and report progress on department goals and objectives using department scorecard

* Prepare for and participate in weekly manager's meeting

* Conduct weekly department walk-thru to assess performance, diagnose opportunities and identify actions

* Role model Guest Experience Behaviours and use all Behaviour tools to teach crew and managers how to elevate the guest experience in the restaurant

* Responsible for aligning the 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

INTERNAL COMMUNICATION (CREW)

* Analyze, communicate and post current GSS results and action items

* 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

* Coordinate POP and merchandising execution so that proper elements are in place (execution checklist)

* Complete RFM programming

TRAINING (CREW)

* Conduct assigned follow-up SOCs daily

* Conduct behavioural and guest recovery training

TRAINING (MANAGEMENT)

* Write IDP goals for self

* Complete agreed upon training and development 

BENEFITS

• Salary: starting at $45,000/year
• Benefit from group insurance (medical, dental, vision (full-time employees) 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 programHave the chance to develop and access excellent career opportunities
• Expenses allocated for Cellular
• Expenses allocated for the Gym
• RRSPs