Customer Experience Leader

2 weeks ago

Albion Park Rail, Australia El Jannah Full time

**Overview**:
As a Customer Experience Leader at our family fast food restaurant, you will play a pivotal role in ensuring that every guest enjoys a memorable dining experience. You will be responsible for overseeing the front-of-house operations, managing a team of enthusiastic employees, and implementing strategies to enhance customer satisfaction and loyalty.

**Responsibilities**:

- Team Leadership: Lead and motivate a team of front-line employees including servers, cashiers, and greeters. Provide ongoing training, coaching, and support to ensure exceptional service delivery.
- Customer Engagement: Interact with customers in a friendly and professional manner, addressing inquiries, concerns, and feedback promptly. Strive to exceed customer expectations and foster long-term relationships.
- Service Excellence: Set high standards for service quality, cleanliness, and organisation throughout the restaurant. Monitor service levels, streamline processes, and implement improvements to enhance efficiency and effectiveness.
- Operational Oversight: Ensure smooth operations during peak hours, coordinating with kitchen staff to maintain optimal food quality and speed of service. Conduct regular inspections to uphold cleanliness, safety, and hygiene standards.
- Problem Resolution: Proactively identify and resolve customer issues and complaints, demonstrating empathy and a willingness to go above and beyond to rectify any concerns. Escalate complex issues to management as needed.
- Performance Tracking: Monitor key performance indicators (KPIs) related to customer satisfaction, service speed, and order accuracy. Analyse trends, identify areas for improvement, and develop action plans to drive continuous enhancement.
- Menu Knowledge: Stay informed about menu offerings, promotions, and special deals. Educate team members on product details, allergens, and customization options to ensure accurate order-taking and upselling opportunities.
- Cross-functional Collaboration: Collaborate with other departments such as marketing, operations, and human resources to support company-wide initiatives and achieve common goals. Provide insights and feedback to inform decision-making processes.

**Qualifications**:

- Previous experience in a customer service or hospitality leadership role, preferably within the food service industry.
- Excellent interpersonal and communication skills, with a passion for delivering outstanding customer experiences.
- Strong leadership abilities, with the capacity to inspire and motivate a diverse team.
- Exceptional problem-solving skills and the ability to remain calm and composed under pressure.
- Detail-oriented with a focus on maintaining high standards of cleanliness, organisation, and efficiency.
- Flexibility to work evenings, weekends, and holidays as required in a fast-paced environment.

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