Guest experience Manager

McDonald's; Brossard; On-site; CAD 60,000 - 80,000; Full time

Job summary

A popular fast-food chain in Brossard, Canada is seeking a Guest Experience Department Manager to ensure an excellent Guest Experience. Responsibilities include managing shifts, training team members, and implementing service standards. The ideal candidate should excel in customer service and team leadership. This full-time position offers competitive pay, benefits, and opportunities for advancement.

Benefits

Starting salary of $45,000 per year

Group insurance (medical, dental, vision)

Meals paid during shifts

50% discount on food

Free uniforms

Performance bonus program

Cellular service expenses covered

Gym membership expenses covered

RRSP contributions

Qualifications

• Experience in managing shifts and customer service environments.
• Ability to train and develop team members effectively.
• Strong observational and analytical skills for shift management.

Responsibilities

• Ensure delivery of a great Guest Experience.
• Conduct shift responsibilities including planning and analysis.
• Manage and coach staff to meet service targets.

Skills

Customer service skills

Shift management

Team leadership

Training and development skills

Communication skills

Job description

Overview

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

This manager is responsible for bringing the McDonald’s Canada Guest Experience Vision to life through managers and crew. They ensure sales and marketing promotions are implemented effectively, all service staff are trained in service procedures and Guest Experience behaviours, and 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 ensuring the team meets service targets such as Service Speed, Friendliness, and Accuracy.

The Guest Experience Manager will conduct initial interviews for the Guest Experience Leaders and train and develop these leaders. They also manage Dual Point Service and Table Service procedures.

Performance Measurements

Review the department scorecard to determine 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 the 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 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
• Review all guest compliments/complaints and assign for follow‑up if needed
• Develop and follow plan for the proper arrangement of Drive‑Thru equipment and stock
• Develop and follow plan for the proper arrangement of Front Counter and McCafé equipment and stock (if applicable)
• Ensure proper training and execution of all Front Counter, McCafé, and Drive‑Thru 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 the department scorecard
• Prepare for and participate in weekly manager’s meeting
• Conduct weekly department walk‑through 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
• Align dining room responsibilities with the right person to deliver the best guest experience expectations of those duties
• Lead 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', and 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 per year
• Benefit from group insurance (medical, dental, vision) – full‑time employees pay 75% of premiums, paid by the employer
• Competitive salary calculated according to experience
• Meals paid for on shifts and a 50% discount on food at participating McDonald’s restaurants in Canada
• Free uniforms
• Access to a performance bonus program
• Opportunity to develop and access excellent career opportunities
• Expenses allocated for cellular service
• Expenses allocated for gym membership
• RRSP contributions