Customer Service

Crew Member roles with McDonalds

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Crew Member

Prepare the customer’s meal with care and respect – give your customers gold standard food and drink every time

  • Make it special – be welcoming, personalise your comments and connect with your customers
  • Make it genuine – give the customer your full attention, smile, use eye contact and body language that is enthusiastic and energetic
  • Adapt to each customer’s needs – give them an individual experience that exceeds their expectations, e.g.:

o Be patient with customers who need help, offer to explain the menu

o Get to know regular customers and treat them individually

o Use positive gestures, e.g.offer to clear trays, help parents with pushchairs or make a child’s visit special

  • Use initiative and confidence when interacting with customers
  • Answer customer queries confidently and professionally – keep up-to-date with knowledge on our food and promotions
  • Treat all customers and colleagues with courtesy and respect
  • Work as a supportive team member

QUALITY, SERVICE AND CLEANLINESS

Complete tasks and activities in line with training/SOCs, company guidelines and management direction

  • Adhere to McDonald’s standards of quality, service and cleanliness
  • Follow all workplace safety, security and food hygiene procedures
  • Follow the ‘Fix Up, Work Sharp’ guidelines and take pride in your personal appearance
  • Take responsibility for your training in all areas; look for opportunities to improve and develop

Customer Care

 

What I do?

 

Use the vital ingredients to deliver hot fresh food, in a clean friendly restaurant, giving customers a great experience each visit, everytime.

 

Consistently deliver the highest standards of quality, service and cleanliness in the restaurant.

 

Act as a host, be approachable, friendly and anticipate customer needs.

 

Make it special – act as a role model – be welcoming, personalise your

comments and connect with your customers

  • Make it genuine – give the customer your full attention, smile, use eye

contact and body language that is enthusiastic and energetic

  • Adapt to each customer’s needs – be customer confident and provide an individual

experience that exceeds their expectations, e.g.:

o Be patient with customers who need help, offer to explain the menu

o Get to know regular customers and treat them individually

o Use positive gestures, eg. offer to clear trays, help parents with pushchairs

or make a child’s visit special, direct queues during busy periods

o Support in store events with enthusiasm

  • Use initiative and confidence – approach and interact with customers
  • Answer customer queries confidently and professionally – keep up-to-date with

knowledge on our food and promotions

  • Monitor food quality being consumed by customers
  • Treat all customers and colleagues with courtesy and respect
  • Work as a supportive team member

 

  • Complete tasks and activities in line with training/SOCs, company guidelines

and management direction

  • Adhere to McDonald’s standards of quality, service and cleanliness
  • Follow all workplace safety, security and food hygiene procedures
  • Follow the ‘Fix Up, Work Sharp’ guidelines and take pride in your personal appearance
  • Take responsibility for your training in all areas; look for opportunities to improve and develop

 

DELIVERING THE VITAL INGREDIENTS

Role model customer focused behaviours and act on McDonald’s values

  • Display the BEST leadership by coaching your people by providing them feedback.
  • Guide the team to prepare the customer’s meal with care and respect – give your customers gold standard food and drink every time
  • Make it special – lead the team to be welcoming, deliver a personalised service and connect with your customers
  • Make it genuine – lead by example giving your people and customers your full attention, smile, use eye contact and body language that is enthusiastic and energetic
  • Adapt to each customer’s needs – through your team, provide an individual experience that exceeds their expectations
  • Answer customer queries confidently and professionally – keep up-to-date with knowledge on our food and promotions
  • Empower your crew – to bring their best selves to work and to deliver The ‘Vital Ingredients’
  • Publicly recognise and reinforce customer led behaviours
  • Use initiative and confidence when interacting with colleagues and customers
  • Show you care – treat all customers and colleagues with courtesy and respect
  • Work as a supportive manager and team member
  • Embrace customer feedback as an opportunity for continuous improvement

ROIP AND RESTAURANT OPERATIONS

Food Safety

  • Complete DPSC checks and maintain food safety and hygiene standards throughout the shift

Inventory Management

  • Maintain stock levels for 24/2
  • Ensure order accuracy, and quality and condition of products received
  • Track raw/full waste and e-meals on each shift and complete accurate inventory counts

People Practices

  • Create a positive, dynamic and inclusive working environment
  • Enforce all applicable McDonald’s policies and employment laws e.g. Working Time Directives
  • Follow the ‘Fix Up, Work Sharp’ guidelines and take pride in your personal appearance and that of your team
  • Promotes a culture of taking care of colleagues and customers

Planned & Daily Maintenance

  • Identify and respond to equipment failure/unplanned activities
  • Manage completion and follow-up of Planned Maintenance and cleaning tasks

Service, Production and Assembly (SPA)

  • Monitor and coach to correct production procedures
  • Monitor holding levels and times, and finished food quality driving McDonald’s Gold standards
  • Monitor and coach to correct service procedures
  • Complete travel paths and seek customer feedback during these
  • Respond to customer complaints confidently and follow customer recovery process

Safety and Security

  • Ensure cash controls are in place for shift (safe contents, skims, deposits, cash +/-)
  • Check security equipment for proper operation
  • Maintain safety and security during the shift

Shift Management

  • Review Sales and Guest Count projections
  • Complete shift checklists and positioning plan
  • Agree shift targets with area leaders, follow up on execution of the plan
  • Manage from the Observation Post; identify danger zones, diagnose and provide coaching
  • Conduct QSC travel path a minimum every 30 mins
  • Maintain/adjust positioning according to positioning guide
  • Follow up on primary and secondary duties of crew and managers
  • Understand the restaurant’s business plan and corresponding reports and metrics
  • Work with the Business Manager and management team to communicate and meet targets
  • Attend and participate in weekly managers’ meetings
  • Communicate food quality and people focussed messages on every shift Communicate shift targets and goals to all team members, energising the team to meet them
  • Communicate results and opportunities to the next manager
  • Use communications tools such as Operations Update to understand business priorities and required tasks

Staffing, Scheduling and Positioning

  • Review crew schedule to ensure staffing meets demand
  • Ensure labour controls are in place each hour
  • Provide scheduling manager feedback on scheduling efficiency

Learning & Development

  • Complete and follow-up SOCs and training
  • Review training needs for crew and monitor execution of shift training
  • Assist in delivery of crew performance reviews
  • Take responsibility for your training in all areas; look for opportunities to improve and develop

Date

Thu 09 2021
Expired!

Time

All Day

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