Team Member - Guest Experience Lead

KFC Chester - Greyhound Retail Park; Chester; On-site; GBP 17,000 - 18,000; Full time

Benefits offered by this job

Pay rate up to £12.21

Free food and drink on shift

Staff discount 25%

Job summary

KFC Chester - Greyhound Retail Park is looking for a Guest Experience Lead to welcome guests, answer questions, and guide them through digital ordering to keep service smooth and friendly.

You’ll spot and resolve issues on the fly, support the team, and help raise the bar for guest experience with a positive, proactive approach in a fast-paced environment.

Qualifications

• Excellent guest-facing communication and a friendly, confident manner.
• Ability to explain menus and promos clearly to guests.
• Comfort with digital ordering and kiosks/app usage.
• Ability to stay calm, resolve issues quickly, and keep queues moving.
• Willingness to escalate to team leader when needed.

Responsibilities

• Welcome guests with a warm, genuine smile and set a positive tone.
• Know the menu inside out and highlight promos to guests.
• Assist guests with kiosks and the app, ensuring smooth ordering.
• Monitor flow to reduce wait times and keep guests informed.
• Handle complaints professionally and escalate when necessary.

Skills

Guest service excellence

Communication

Tech-savvy

Job description

GUEST EXPERIENCE LEAD

WELCOME TO KFC. HOME OF THE REAL ONES.

We sell the world’s best chicken. We’ve done it for a long old time — since 1939, when the idea of finger lickin’ good chicken popped into our Colonel’s head. Now, we proudly serve 1000+ communities across the UK and Ireland, bringing the grit, pride and iconic reputation that started in Kentucky all those years ago.

People who are original. Individual. Fresh. We come to work to be ourselves, and to make something of ourselves. We bring the graft and the laughs every day — building our own community, as we serve our original recipe chicken to the ones, we’re in.

In our place, ambition grows. Careers build. Potential goes further. Our doors are open, and they can take you anywhere.

If you join our team, we only ask one thing. That you be you.

Because that makes us, us.

Sounds good? Great. Here’s more about the job.

ABOUT THE ROLE

You’ll be the friendly face that makes guests feel instantly welcome—answering questions, keeping things running smoothly, and helping folks with digital orders so nothing slows them down. You’ll also spot and solve problems on the fly, support the team, and help raise the bar for great service every day.

WHAT WILL YOU SPEND YOUR TIME DOING?

• Welcome first, always. Greet every guest with good energy and a real smile — make them feel like they matter the second they walk in.
• Know the menu inside out. Answer questions, shout out promos, and help guests pick what’s right for them.
• Make tech feel easy. Help guests use kiosks or the app without making it awkward. Show them how to customise and order like a pro.
• Keep it moving. Watch the crowd, reduce wait times, and never let anyone feel lost or left hanging. Let them know what’s happening with their order.
• Handle complaints like a pro. Listen up, stay calm, fix what you can — and loop in your Team Leader or GM if it needs backup.

WHAT WE'D LOVE FROM YOU

• Talk the talk. Great communication — friendly, clear, and confident with everyone.
• Think fast. You don’t freeze when stuff goes wrong — you fix it.
• Tech savvy. You know your way around digital ordering and can show guests how it works without stress.

KEEPING IT REAL

We don’t hire staff — we hire people. People with real lives and aspirations, building real careers. Each of us has something special to add to the mix we call work, and we’ll always encourage you to add your perspective.

See, at KFC, everyone’s welcome — whatever your background, and whatever future you’re creating. We’ll look out for you because you’re one of us, not because you work for us. We’ll invest in your potential, because it’s what we’ve always done. But most of all, we’ll give you the freedom to be you, wherever (and whoever) you happen to be.

WHAT'S IN IT FOR YOU:

We offer benefits that make your life that little bit easier, because we know the juggle is real.

• Pay rate: Up to £12.21
• Take the first step toward a rewarding leadership career.
• Free food and drink on shift
• 25% staff discount

KFC FOR EVERYONE

Whoever you are and wherever you’re from, KFC is a place where you can bring the real you to work. We’re here to support you in being yourself, whether you work with us, or are trying to.

Our promise is this: every person who applies to a role at KFC, regardless of age, background, ethnicity, gender, ability, religion or sexual orientation, will have an equal opportunity to work here. We don’t just welcome, we encourage applications from underrepresented groups in all industries.

If you’d like any additional support with your application, have a disability or condition that may affect your performance during the recruitment process, or have any other requirements — just let us know. We’ll be there to help you be the real you.

READY?

We hope so.

Worried, you aren’t ticking all the boxes? Don’t - we’d still love to hear you.