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

* \tReview guest count and sales projections

* \tComplete pre-shift checklist

* \tComplete positioning plan (VSPT)

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

* \tConduct shift huddles daily

* \tManage from the observation post

* \tIdentify danger zones, diagnose and provide direction and coaching

* \tConduct QSC travel path a minimum of every hour

* \tConnect with guests along their travel paths

* \tMaintain/adjust positioning according to positioning guide

* \tFollow up on primary and secondary duties of crew and managers

* \tConduct post-shift analysis

PRODUCTION

* \tMonitor and coach to correct production procedures

* \tMonitor cabinet levels

* \tMonitor UHC for correct holding times

* \tMonitor finished food quality

SERVICE

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

* \tSeek guest feedback during travel paths

* \tDocument guest complaints and action taken in log book

* \tFollow guest recovery process when necessary

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

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

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

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

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

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

* \tPlan for and deliver training and communication for promotions to crew and managers in the department\t

* \tPost and update 24 hour stock list monthly

* \tActivate service-related initiatives

Responsibilities - SUPPORT & MANAGEMENT SYSTEMS

BUSINESS PLANNING

* \tMonitor and report progress on department goals and objectives using department scorecard

* \tPrepare for and participate in weekly manager's meeting

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

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

* \tResponsible for aligning the dining room responsibilities with the right person to deliver the best guest experience expectations of those duties

* \tResponsible for the Guest Experience Leader program

* \tActivate drive-thru initiatives

INTERNAL COMMUNICATION (CREW)

* \tAnalyze, communicate and post current GSS results and action items

* \tRole model and share best practices for connecting with guests, creating unexpected 'golden moments', sharing guest comments of praise and opportunities

INTERNAL COMMUNICATION (MERCHANDISING)

* \tCoordinate LRM activities/events to connect with the community

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

* \tComplete RFM programming

TRAINING (CREW)

* \tConduct assigned follow-up SOCs daily

* \tConduct behavioural and guest recovery training

TRAINING (MANAGEMENT)

* \tWrite IDP goals for self

* \tComplete 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