Customer Service/Guest Experience Associate

About the role

The Guest Experience Associate is responsible for managing front-line communications and customer service, contributing to the overall efficiency of business operations. This role involves exercising independent judgment in managing inquiries, coordinating with internal departments, and resolving guest-related issues in alignment with company standards.

Responsibilities

• Serve as the primary point of contact for incoming guest inquiries, assessing needs and directing communications to the appropriate internal teams.
• Respond to general information requests and provide accurate brand-aligned guidance to callers and guests.
• Manage and resolve customer complaints for assigned franchise and company-owned restaurants, ensuring timely documentation, escalation, and follow-through in alignment with company standards.
• Oversee the assignment and tracking of guest feedback, ensuring accurate routing to appropriate personnel and monitoring resolution progress.
• Administer the system-wide Guest Feedback Program, including restaurant enrollment, login credential management, survey updates, and resolution of program related inquiries.
• Collaborate with internal teams to address BOH system tickets and ensure operational continuity.
• Provide support to the Operations Services Team contributing to cross-functional initiatives and special projects as needed.
• Analyze guest feedback trends and identify opportunities for service improvement, sharing insights with relevant stakeholders to inform operational decisions.

Qualifications

• 3+ years of professional experience in customer service, guest relations, or administrative support, preferably within a multi-unit or franchise environment.
• Demonstrated ability to manage guest feedback systems and platforms (e.g., Zendesk, SMG) and resolve inquiries with professionalism and discretion.
• Strong verbal and written communication skills, with the ability to interact effectively across all levels of the organization.
• Proven organizational and time management skills, with the ability to handle multiple priorities and meet deadlines.
• Proficiency in Microsoft Office Suite (Excel, Outlook, Word).
• Ability to exercise independent judgment in resolving guest issues and making decisions that support operational goals.
• High level of discretion and professionalism in handling sensitive guest information.
• Ability to work both independently and collaboratively in a fast-paced, service-oriented environment.

Preferred Qualifications

• Bachelor’s degree in business administration, Communications, Hospitality Management, or a related field.
• Leadership experience in restaurant operations/restaurant management.
• Experience working in a multi-unit or franchise restaurant environment, with exposure to guest relations and operational support.
• Familiarity with guest feedback platforms such as SMG, Zendesk, or similar systems.
• Certification in customer service, hospitality management, or administrative support (e.g., Certified Guest Service Professional).
• Experience supporting or coordinating cross-functional projects involving operations, IT, or franchise support.
• Demonstrated ability to analyze guest feedback data and contribute to service improvement initiatives.
• Experience managing or supporting technology rollouts or system upgrades related to guest service platforms.
• Working knowledge of compliance and brand standards in a hospitality or food service setting.
• Bilingual or multilingual communication skills are a plus.

Benefits

• Competitive pay and fantastic benefits, including flexible work schedules, a 401(k) with match, medical, dental, vision, short-and long-term disability, free/discounted food, tuition reimbursement, parental leave, paid time off (PTO), and life insurance.
• The pay range for this position is between $58,700-$70,000/year.