Guest Services Department Manager

Job Description

Guest Services Department Manager | McDonald’s

The Tone:
This is a part-time hourly role, averaging up to 40 hours per week, at an independent McDonald’s franchisee. RHJOC Enterprise builds feel-good moments for customers and their restaurant team within a vibrant restaurant environment. This role is crucial for enhancing the overall customer experience, leading service initiatives, and contributing directly to sales growth and restaurant profitability. The Guest Services Department Manager ensures every guest receives a fast, accurate, and friendly experience, fostering community relations and improving service quality.

The TL;DR
• Role: Full Time
• Type: Part-Time (averaging up to 40 hours/week)
• Location: In-person
• Pay: $17 hourly
• Team: Collaborates with restaurant leadership, crew members, GELs, Crew Trainers, and Shift Managers, working on the floor as a manager.
• Mission: To improve the guest experience and drive customer service metrics, digital transactions, and sales while contributing to profitability.
• Tech Stack: HR systems, Microsoft Office, McDonald’s computer systems

What You’ll Actually Do
• Customer Experience: Provide comprehensive oversight of the customer experience, identifying and addressing opportunities to create positive moments.
• Service Improvement: Analyze root causes of service issues, develop action plans, and collaborate with the leadership team to enhance service times, quality, and accuracy across all channels.
• Customer Feedback: Respond proactively to customer compliments and complaints within 48 hours through various feedback channels, striving for continuous improvement.
• Promotion & Events: Educate customers and staff on McDonald’s rewards programs, digital platforms, and promotions, while planning and executing special events like birthday parties to build community relations.
• Training & Development: Actively support training initiatives for customer service, drive-thru, digital, and front counter operations, ensuring crew proficiency and adherence to service standards.

The Must-Haves
• Background: McDonald’s Certified Shift Manager (McDonald’s Leadership Transitions course completion) and ServSafe Food Safety Handler certification are required. Candidates must possess a comprehensive knowledge of McDonald’s restaurant operations, people leadership, customer service standards, and the McDonald’s Operations and Training manual.
• Experience: A minimum of 1 year of McDonald’s Shift Management or Department Management experience is required. Candidates should have experience analyzing data, diagnosing problems, and creating action plans to improve restaurant results.
• Skills: Strong communication skills for interacting with team members in person, by phone, and digitally; strong attention to organization, detail, and timeliness; and the ability to set goals, develop action plans, analyze results, and execute responsibilities effectively.
• Bonus: McDonald’s DLIM certification is preferred, as is previous Department Management experience. McDonald’s OTP Level CODE certification is required within 6 months of hire.