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 proceduresMonitor cabinet levelsMonitor UHC for correct holding timesMonitor finished food qualitySERVICE
Role Model guest experience behaviours and able to coach crew and managers to do the sameSeek guest feedback during travel pathsDocument guest complaints and action taken in log bookFollow guest recovery process when necessaryResponsible for the training, follow-up and support of the McCafé Coordinator and Beverage SpecialistsReviews all guest compliments / complaints and assigns appropriately for follow-up if neededDevelop and follow plan for proper arrangement of Drive Thru equipment and stockDevelop and follow plan for proper arrangement of Front Counter and McCafé (if applicable) equipment and stockEnsure 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 behavioursPlan for and deliver training and communication for promotions to crew and managers in the departmentPost and update 24 hour stock list monthlyActivate service-related initiativesResponsibilities - SUPPORT & MANAGEMENT SYSTEMS
BUSINESS PLANNING
Monitor and report progress on department goals and objectives using department scorecardPrepare for and participate in weekly manager's meetingConduct weekly department walk-thru to assess performance, diagnose opportunities and identify actionsRole model Guest Experience Behaviours and use all Behaviour tools to teach crew and managers how to elevate the guest experience in the restaurantResponsible for aligning the dining room responsibilities with the right person to deliver the best guest experience expectations of those dutiesResponsible for the Guest Experience Leader programActivate drive-thru initiativesINTERNAL COMMUNICATION (CREW)
Analyze, communicate and post current GSS results and action itemsRole model and share best practices for connecting with guests, creating unexpected ‘golden moments’, sharing guest comments of praise and opportunitiesINTERNAL COMMUNICATION (MERCHANDISING)
Coordinate LRM activities / events to connect with the communityCoordinate POP and merchandising execution so that proper elements are in place (execution checklist)Complete RFM programmingTRAINING (CREW)
Conduct assigned follow-up SOCs dailyConduct behavioural and guest recovery trainingTRAINING (MANAGEMENT)
Write IDP goals for selfComplete agreed upon training and developmentBENEFITS
Salary : starting at $45,000 / yearBenefit from group insurance (medical, dental, vision (full-time employees) paid at 75%by the employerBenefit from a competitive salary calculated according to experienceMeals paid for on shifts and get a 50% discount on food at participating McDonald's restaurants in CanadaGet free uniformsHave access to a performance bonus programHave the chance to develop and access excellent career opportunitiesExpenses allocated for CellularExpenses allocated for the GymRRSPs