Guest Experience Leader Global Job Description

Responsibilities

The Guest Experience Leader interacts with the guest at every stage of the Customer Journey

1) Partners with maintenance and dining room crew to ensure that the restaurant is clean, well-
maintained, and properly equipped to meet guests’ needs at all times
2) Pays special attention to assist families with children and guests with special needs throughout
the customer journey (e.g., getting down on one knee when talking to a child, carrying trays,
helping to find seating)

3/9) Provides a personalized, authentic greeting/farewell to guests entering/leaving the restaurant,

lllllllopening the door when possible

4) Stays informed and shares restaurant promotions and special offers with guests
Engages and assists guests with ordering using the self-order kiosks and can capably
troubleshoot common issues
5) Encourages guests to download and use the Mobile Order & Pay app, and is able to answer basic
questions*
6) Assists guests with seating (e.g., retrieving high chairs) and helps with table service delivery
when able
7) Conducts check-ins with guests to inquire about the food and restaurant experience, ensuring
that they have everything they need (e.g., coffee refills, napkins, straws, newspapers)
8) Confidently handles guest concerns using service recovery and knows when it is appropriate to
escalate an issue to management
10) Identifies potential areas of improvement or factors that may negatively impact the guest
experience and shares these with management

*Based on individual market, this may also entail the GEL being able to share/explain local loyalty program(s) (e.g., GMA punchcard) and digital
calendar campaigns (e.g., during holidays or Summer season)
Behaviors

 Shows a high level of enthusiasm and is comfortable talking to guests in all situations
 Initiates conversations naturally and reacts appropriately to guest cues
 Seeks to rectify guest issues by doing whatever it takes (within reason) to resolve the problem
and improve the guest experience
 Demonstrates poise while engaging with guests or handling concerns, shows strong initiative
and can troubleshoot effectively
 Looks for opportunities to connect with guests throughout the restaurant to create a warm and
welcoming dining experience and seeks to rectify guest issues by doing whatever it takes (within
reason) to resolve the problem/improve the guest experience
 Informed about product range, nutritional values, and key aspects of McDonald’s culture, and
can capably answer guests’ service or food-related questions
 Role models hospitality behavior and coaches/encourages other crew to help create the ideal
guest experience