Customer Experience Leader

vor 3 Wochen

Shellharbour City Council, Österreich El Jannah Vollzeit

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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