Portales McDonald's re-opens after makeover

link Staff photo: Alisa Boswell

McDonald’s Swing Manager Jonathan Nelson works as the toppings expert Thursday at the Portales McDonald’s, checking all of the vegetables before placing them on the burger.

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For the last week, Portales residents have been asking if they are in the right place when entering the local McDonald’s restaurant on First Street.

After having its doors closed for a week, the restaurant re-opened last week for customers to find a complete makeover with operations.

“I enjoyed everything about the new McDonald’s,” said customer Augustin Gallegos, who tried the “create your own taste” feature in which you can pick whatever toppings you want on your burger.

“I wouldn’t change anything,” she said of the new service. “It was delicious, and I would do it again.”

Restaurant employees are now wearing button up shirts, a couple with ties included, and the kitchen crews have adorned chef hats with striped aprons to match while concierges await customers at the door to help them with whatever they might need.

Swing Manager Jonathan Nelson could be seen Thursday analyzing every piece of lettuce in the kitchen to make sure it was no less than perfect before it went on a burger.

General Manager Adrian Cota said the restaurant is exercising a new policy of everything being completely fresh and straight out of the refrigerator or straight off the grill.

He said the restaurant is only using about three slices out of one tomato for this reason.

Food is brought to you at your table, and there is the added benefit of being able to put in your entire order on an electronic kiosk with the option of choosing whatever fixings you want.

“We're living in a digital based world,” said owner John Snowberger. “What we are doing with this kiosk plays into that. We're approaching capacity in our drive-through. We have these beautiful dining rooms, so we tried to think of a way to maximize our dine-in experience.”

Snowberger owns eight McDonald’s in the Amarillo co-op in Roswell, Clovis, Portales and Tucumcari, and the Portales restaurant is only the second one to be converted, the first being the restaurant on 14th Street and Mitchell in Clovis.

The Amarillo co-op is one of four selected across the U.S. to be part of the trial run for the chain restaurant’s restructuring. If the new operation is successful, it will take over McDonald’s nationwide.

“We live in a nation that’s gotten away from personal touch,” said co-owner Robyn Snowberger regarding bringing the family restaurant atmosphere to the business with wait staff and all. “As an employer, I find that the most exciting (is bringing that back). Our team is getting life skills.”

Robyn Snowberger and Cota said not only has morale been boosted for employees with the change, but most customers seem to be loving the personal service too.

“Sometimes when you make changes like this, it’s taken in a really negative way (by staff),” Cota said. “But I have great employees and they’ve just really taken pride and ownership of this.”

Customer Ben Sanderson said the only new feature he is one the fence about is the kiosk by the soda machine. He felt like it clogged up the area.

“I think it’s pretty cool,” he said of the other changes. “I’m more willing to give their burgers a shot now. I thought the service was really cool. I hope they keep that up.”

Cota said customers have been startled at first to discover the personal service now happening in the restaurant but seem very pleased with it afterward.

He said the restaurant has been giving people comment cards to fill out, and the restaurant averages receiving about 100 per day with only three or four negative ones.

He and Robyn Snowberger said it appears to only be older generations who struggle with the change, because they do not like the electronic kiosk.

“We’re pretty well stuck in our ways,” said customer Mickey Morgan. “(But) I applaud them for doing something innovative. The service is impeccable.

The nice thing about McDonald's is no matter where you go for the better or worse, it’ll always be the same.”

Cota said for those who do not like the kiosks, there is still the option of ordering up at the counter.

Customer Bonnie Bevers said even though she is not very tech savvy, if she could learn how to use the kiosk, she would try it.

“Plus, the uniforms are super cute,” she said.

The restaurant will also be adding new menu items soon, such as sweet potato fries and pressure fried chicken.

“We’ll be testing a lot of new things,” John Snowberger said. “It’s called the experience of the future.”

— Staff writers Shaun Banther and Anna George contributed to this report.