Guest Experience Lead (GEL)

McDonald's Guest Experience Lead (GEL) Job Description

Company: KTL Restaurants LLC | Haynie Holdings LLC

Position: Guest Experience Lead (GEL)

Reports To: Shift Manager / General Manager

Job Type: Part-Time or Full-Time

Job 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 professionalism
• Assist guests in navigating self-order kiosks and mobile order pickup stations
• Promote the McDonald's Mobile App, including how to download it and earn rewards
• Engage with customers to share ongoing promotions, rewards, and app-exclusive offers
• Ensure customers using the app or kiosk feel supported and appreciated
• Address guest concerns or requests with urgency and a solution-focused attitude
• Maintain a clean and organized front-of-house, lobby, and kiosk area
• Support the drive-thru and front counter teams when needed to enhance guest flow
• Assist with restaurant cleanliness checks and overall customer comfort
• Encourage repeat visits through exceptional service and personalized experiences

Qualifications:

• Must be at least 16 years of age
• Outgoing and confident communicator with a genuine interest in helping people
• Friendly, courteous, and comfortable initiating conversations with guests
• Familiarity with mobile devices and ability to explain app usage to others
• Must be well-groomed, punctual, and display a positive attitude at all times
• Ability to multitask in a fast-paced environment and handle feedback professionally
• Prior experience in customer service, hospitality, or retail preferred

Workplace 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 abuse
• Threats, intimidation, or harassment
• Possession of weapons
• Destruction of property

Violations 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 respect
• Avoid all forms of discrimination, harassment, or retaliation
• Help promote a team culture based on integrity and kindness

Hospitality 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.