Guest Experience Leader (GEL)
- Plaine Wilhems
- Negotiable
- Permanent
- Added 08/07/2025
- Closing 07/08/2025
The Guest Experience Leader (GEL) is responsible for enhancing the overall customer experience within the restaurant by delivering service that is fast, friendly, and engaging.
This role focuses on hospitality excellence, ensuring every guest is welcomed, supported, and satisfied throughout their visit. The GEL plays a key role in driving guest satisfaction, supporting restaurant promotions, and ensuring the implementation of brand service standards.
Scope of Responsibilities:
1. Guest Relations Responsibilities:
- Welcome and engage with all guests in a warm, courteous, and professional manner
- Provide assistance at self-order kiosks and guide guests through digital ordering processes
- Address and resolve customer feedback and complaints promptly and effectively
- Support table service, assist with tray carrying, and offer family-friendly services (e.g., highchairs)
- Proactively manage queue lines during peak hours to ensure efficient service flow
- Maintain a vibrant and family-friendly environment within the restaurant
- Ensure cleanliness and upkeep of the kids’ corner and play area
- Conduct guest surveys and product sampling as directed by management
2. In-Restaurant Engagement and Promotional Activities:
- Coordinate and execute in-restaurant events and activities, including:
- Birthday parties
- Restaurant tours
- Themed family days and interactive events
- Face painting, dessert sampling, and balloon distribution
- Build and maintain strong relationships with community groups and local institutions
- Support the implementation of market-wide promotions and local store marketing activities
- Develop and implement localized action plans to enhance guest satisfaction and contribute to sales growth
3. Team Support and Training:
- Assist in the onboarding and training of hospitality crew members
- Provide guidance and coaching on:
- Guest experiences standards
- Event execution (e.g., birthday parties, fun days)
- Local promotions and service excellence initiatives
- Large food order handling and restaurant tours
4. Principal Accountabilities:
- Uphold and promote McDonald’s standards of service, hospitality, cleanliness, and food safety
- Ensure dining area and restroom facilities are consistently clean, well-maintained, and guest-ready
- Supervise and support lobby team members to maintain high hospitality standards
- Complete and report guest feedback tools such as RateUrVisit (RUV) surveys in a timely manner
- Drive upselling efforts through suggestive selling techniques
- Serve as a visible presence in the guest service area to proactively manage the dining experience
- Assist in collecting and managing community contacts for partnership and tie-up opportunities
Skills:
The Guest Experience Leader is expected to consistently demonstrate the following competencies at the levels indicated:
- Effective Communication – Engages clearly and confidently with guests and team members (Expert)
- Customer Service – Delivers exceptional guest experiences with professionalism and care (Expert)
- Attention to Detail – Maintains a high standard of cleanliness, ambiance, and guest touchpoints (Advanced)
- Product Knowledge – Understands and communicates menu and promotional items accurately (Advanced)
- Accuracy and Consistency – Ensures precision in all guest service interactions (Advanced)
- Goal Orientation – Works proactively toward guest satisfaction and service metrics (Skilled)
- Quality Assurance – Upholds brand standards across all service areas (Skilled)
- Time Management – Effectively prioritizes and executes tasks under pressure (Advanced)
- Restaurant and Food Safety – Applies hygiene and safety protocols at all times (Advanced)
- Shift Collaboration – Cooperates closely with shift leadership to align hospitality with operational goals (Advanced)
Qualifications:
- Minimum SC or equivalent
- Prior experience in customer service or hospitality is a plus
- Willingness to work flexible hours including weekends and holidays
- Ability to stand for long periods and perform physical tasks as needed
Grooming and Appearance Standards:
Guest Experience Leaders are the face of McDonald’s hospitality and must maintain the highest standards of personal presentation. Employees in this role are required to:
- Always be well-groomed, with clean and professional attire, Maintain personal hygiene and a neat appearance
- Avoid wearing jewellery, including earrings, bracelets, necklaces, and rings as part of the Food safety Standards
- Present themselves confidently and courteously when interacting with guests
- Follow the company's grooming policy as part of health, safety, and brand image standards
Employee Benefits:
- Free meals provided during shifts
- Transport facility provided
- Monthly attendance bonus for consistent punctuality and full attendance
- Opportunities for development and recognition within the brand
- Globally recognized training
We look forward to welcoming you to our McDonald’s family, where your career growth and success are our priorities!
McDonald's Mauritius
- 1st Floor, Tribeca Mall, Tribeca Centre,, Trianon, Mauritius
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