Assists in maintaining and improving guest loyalty across all concepts by: 1) providing outstanding guest service through direct resolution of guest complaints and questions, 2) providing on-going guest satisfaction communication to field management and; 3) providing administrative and reporting support to guest relations management
§ Documents all incoming and follow-up communication regarding guest feedback (via phone, internet, and survey communication)
§ Interfaces directly with guests to gain understanding of and resolve guests’ issues
§ Social Media Monitoring and Response
§ Resolves guests’ issues based on company operating procedures
§ Prepares written correspondence to communicate resolution of all guest issues
§ Communicates outstanding issues to guest relations management
§ Communicates guest satisfaction results and opportunities via summary spreadsheets
§ Actively supports the rollout and maintenance of all guest relations service programs and initiatives
§ Communicates summary reporting results to guest relations management
§ Responsible for gift card distribution relating to guest resolution
§ Responsible for gift card inventory reconciliation
§ Other tasks and duties as assigned
Manager, Guest Relations, Guest Relations & Insight, Marketing Support, Operations Directors, Restaurant Managers, Guests
SKILLS AND KNOWLEDGE
§ Strong verbal and written communication skills
§ Well organized and possesses a strong attention to detail.
§ Proficient in PC based programs (including Microsoft Office products)
§ Demonstrates basic understanding of statistical data; capable of producing reports and communicating results
§ Ability to manage multiple projects in a fast-paced, high volume environment.
§ Possesses a strong sense of urgency and have the ability to work efficiently and effectively while producing accurate results.
§ Ability to comprehend and keep abreast of information pertinent to the position including but not limited to new procedures and special promotions.
§ Must be flexible, dedicated and outgoing to adapt to changing business demands.
§ Works independently without constant supervision; must be a self-starter and team player.
Education and Experience
§ High school or equivalent required.
§ Three (3) to five (5) years guest relations experience preferably in a restaurant operations environment
AMERICANS WITH DISABILITY SPECIFICATIONS
Physical Demands – The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties. When performing the duties of this job, the employee is frequently required to sit; occasionally required to stand; walk; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs and ladders; balance; stoop, kneel, crouch or crawl; talk and hear. The employee must occasionally lift and/or move objects up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. The employee may be required to travel both within the State of Colorado and other locations within the United States to attend business meetings or conferences.
- Work Environment – Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- The noise level in the work environment is moderate.