I'm Abdel, a McDonald's crew member. A rush is often when a Guest Experience Leader can make the biggest difference, and what I have learned from the GELs I work alongside is that it comes down to noticing people early.
The Guest Experience Leader (GEL) role, sometimes called Guest Experience Lead, and its duties may vary by market, franchise organization, and restaurant. Follow your restaurant's guidance. This article offers general ideas only, and it is not official guidance.
Your main job in a rush
When things get busy, most team members need to focus on their stations. A GEL can often look at the whole guest experience: who is waiting, who is confused, and what is about to become a problem. Your role is usually about helping guests feel looked after, and keeping small issues small.
You may not be able to shorten every wait. But you can make the wait feel less frustrating, and you can get help to the right places.
Where to position yourself
Try to stand where you can see the entrance, kiosks, counter, and pickup area, if your restaurant allows. Keep moving around, and do not get stuck in one spot. Depending on your restaurant, here are some things to watch for:
| Area | What to watch for |
|---|---|
| Entrance | Guests who look unsure of where to go |
| Kiosks | People who need help, or machines that are not working |
| Line | Long waits, or people who look frustrated |
| Pickup area | Crowding, confusion about numbers, and missed orders |
| Dining area | Dirty tables, spills, and full bins |
| Self-serve areas | Drinks or condiments running low |
Remember your priority: safety and guests first. Do not hide behind a task when guests need you.
Welcome and direct guests
A warm greeting can do a lot during a rush. Try saying:
Hi, thanks for coming in. The kiosks are open just over here, or I can help you if you'd prefer.
If there is a long wait, be honest:
It's a busy time, and we're working as quickly as we can. Thanks for your patience.
Avoid promising specific wait times, unless you are sure. Direct people to wherever they can be served fastest, and help them understand where to pick up their food. A clearly directed guest is less likely to get frustrated.
Help at the kiosks
Kiosks can slow down when guests are unsure how to use them. You can help by:
- Offering assistance, without hovering or taking over.
- Showing them where to find items.
- Explaining how to pick up their order.
- Telling your manager if a kiosk stops working.
- Respecting their privacy when they enter payment details.
Some guests may prefer to order at the counter. If your restaurant allows, make that easy for them. The aim is to get them what they need, and not to force everyone to use a machine.
Handle concerns before they grow
During a rush, a small concern can quickly become a bigger one. Watch for the signs: someone looking around, checking their receipt, or sighing at the counter. Approach them early:
Hi there. Is there anything I can help you with?
If they have a problem:
- Listen. Let them explain it without interrupting.
- Apologize for the inconvenience. Keep it short and sincere.
- Solve what you can. Follow your restaurant's process.
- Get a manager if needed. Do so for anything beyond your authority.
- Follow up. Check back with them, if you can.
Try moving a tense conversation away from the line if it is possible, without making them feel like they are being pushed aside. This guide to handling complaints has more on this. If a guest mentions allergies, or a food safety or injury concern, involve your manager right away.
Support the team
As a GEL, you can be a useful link between guests and the rest of the team. You could:
- Tell your manager when lines are growing, or when something is out of stock.
- Pass along information about large groups as they arrive.
- Help the team at the handoff, if you are trained and it is appropriate.
- Encourage teammates: "Thanks for keeping that moving."
- Share guest compliments as soon as you hear them.
Be careful not to get pulled away for too long. If you take over a station during a rush, you could lose sight of the guest areas. Let your manager decide where you are most needed, if it becomes a question.
Keep the space safe and clean
Guests who are waiting tend to notice everything. Try to keep an eye on spills, full bins, and tables that need attention. Deal with safety issues first. You may need to ask someone for help, or handle it yourself, following your procedures. A clean, safe environment is part of Quality, Service, Cleanliness and Value (QSC&V), and it can also make a wait feel more bearable.
Help people who need extra support
Rushes can be especially difficult for some guests:
- Parents with young children or strollers.
- Older guests or those who have mobility needs.
- Guests who may have trouble hearing in a noisy room.
- People who are new to the restaurant, or who speak another language.
Offer help, and ask before you do anything. Maybe you can carry a tray or find a table. Treat everyone with respect, and do not make assumptions. Small actions like these often stay with guests long after the meal.
Stay calm yourself
Your mood can spread quickly during a rush. Try to keep your voice calm, your pace steady, and your face friendly, even when you are busy. Take your breaks when you can, and speak to your manager if you are overwhelmed.
After the rush
When things calm down, take a moment to think about it:
- What worked well?
- Where did guests get stuck?
- Did any concerns need following up?
- What could the team do differently next time?
Share what you noticed with your manager. Your view from the floor can be useful for planning. This article about what a Guest Experience Leader does offers a wider look at this role.
Much of this depends on good relationships behind the counter, and this guide explains how Guest Experience Leaders work with the kitchen team.
Many shifts start with a quick team talk, and this guide explains how to run a pre-shift huddle.
Final thoughts
During a rush, a Guest Experience Leader cannot be everywhere. But you can see what others miss, greet people warmly, help at the kiosks, catch problems early, and support your team.
Guests may not remember how long they waited. They are far more likely to remember whether someone noticed them.
