Guest Experience Lead (GEL)

McDonald's Guest Experience Lead (GEL) Job DescriptionCompany: KTL Restaurants LLC | Haynie Holdings LLCPosition: Guest Experience Lead (GEL)Reports To: Shift Manager / General ManagerJob Type: Part-Time or Full-TimeJob Summary:As a Guest Experience Lead (GEL), you are the hospitality ambassador for the restaurant. Your primary role is to provide a welcoming and engaging experience for every guest. You will assist customers at the kiosks, guide them through our mobile ordering platform, promote the McDonald's App and Loyalty Program, and ensure each customer leaves with a smile. You are the face of hospitality at our store and play a key role in building guest satisfaction and loyalty.Key Responsibilities:Welcome all guests with energy, positivity, and professionalismAssist guests in navigating self-order kiosks and mobile order pickup stationsPromote the McDonald's Mobile App, including how to download it and earn rewardsEngage with customers to share ongoing promotions, rewards, and app-exclusive offersEnsure customers using the app or kiosk feel supported and appreciatedAddress guest concerns or requests with urgency and a solution-focused attitudeMaintain a clean and organized front-of-house, lobby, and kiosk areaSupport the drive-thru and front counter teams when needed to enhance guest flowAssist with restaurant cleanliness checks and overall customer comfortEncourage repeat visits through exceptional service and personalized experiencesQualifications:Must be at least 16 years of ageOutgoing and confident communicator with a genuine interest in helping peopleFriendly, courteous, and comfortable initiating conversations with guestsFamiliarity with mobile devices and ability to explain app usage to othersMust be well-groomed, punctual, and display a positive attitude at all timesAbility to multitask in a fast-paced environment and handle feedback professionallyPrior experience in customer service, hospitality, or retail preferredWorkplace Violence Policy:KTL Restaurants LLC, Haynie Holdings LLC, and Haynie Management enforce a strict zero-tolerance policy for workplace violence. This includes:Verbal or physical abuseThreats, intimidation, or harassmentPossession of weaponsDestruction of propertyViolations will result in disciplinary action up to and including termination. All incidents must be reported immediately to management.Safe, Respectful, and Inclusive Workplace Policy:We are committed to a safe, respectful, and inclusive work environment.All employees must:Treat coworkers and guests with dignity and respectAvoid all forms of discrimination, harassment, or retaliationHelp promote a team culture based on integrity and kindnessHospitality begins with how we treat one another. The Guest Experience Lead sets the tone.Equal Employment Opportunity:We are an Equal Employment Opportunity employer. All hiring and employment decisions are based on qualifications, performance, and business needs. We do not discriminate on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity, veteran status, or any other protected category.Franchisee Disclaimer:This position is for a role in a McDonald's restaurant owned and operated by an independent franchisee, not McDonald's USA.KTL Restaurants LLC is your direct employer and is solely responsible for hiring, staffing, discipline, supervision, and scheduling. McDonald's USA will not receive your application or participate in any employment decisions.