Guest Experience Manager

Company: Costa Vida
Location: Lehi
Posted on: June 12, 2021

Job Description:

Costa Vida is seeking a Guest Experience Manager who is responsible for addressing the overall needs of Costa Vida's guests exceptionally and professionally. This individual's job duties include responding to and addressing guest concerns, gathering restaurant feedback, and creating ways to improve the guest experience. Looking after guests is the focus of their work, the Guest Experience Manager works with various platforms to assist with guest relations, social media reviews, franchise relations, and reward systems. This position requires an individual who has strong communication skills and displays excellent problem-solving skills.

This position has full-time availability and makes a competitive salary between $49,000 to $60,000 salary. Full-time positions have benefits including medical, HSA, dental, vision, life insurance, unlimited PTO, and a 401(k)-matching plan. This position will be working at the Lehi Corporate Office. If you are looking for a fun, fast-paced, and team-centered environment, apply today!

REPORTS TO: VP of Company Innovations

THE ESSENTIAL ACTIONS THAT WILL MAXIMIZE SUCCESS FOR THIS POSITION ARE:

• Responds to and addresses guest concerns, restaurant feedback, and creates ways to improve the guest experience.
• Manages the Operations Support Manager position who manages the day-to-day guest call and complaints.
• Monitors online guest reviews on social media platforms and shares guest feedback with the operations support team and marketing team.
• Collaborates with other company's management team members to establish policies and procedures in dealing with guests.
• Identifies ways to improve the guest experience for the brand.
• Follows up and works with team members at corporate and franchise stores to ensure that team members are responding to guests' requests.
• Resolves operational problems within the defined policies, procedures, and best practices.
• Documentaries where operational efficiencies can be improved.
• Manages the vendor relationship with the guest service provider.
• Works with training to ensure restaurants know and understand the guest and team member feedback platforms.
• Creates a monthly communication newsletter for corporate and franchise stores.
• Gathers brand news and announcements from various platforms and organizes that content into a monthly communication newsletter.
• Communicates and improves operational efficiency and cost-effectiveness.
• Develops content based upon Costa Vida brand topics of interest, identifies operational training and highlights best practices.
• Proofread content for errors and inconsistencies with corporate and franchise operations.
• Identifies customers' needs and recommends content that addresses those needs.
• Manages various platforms to assist with guest relations, social media reviews, franchise relations, gift cards, restaurant ordering, and reward systems.
• Runs reports, analyze data and identifies guest experience trending needs in restaurant locations.
• Assists operating partners and managers with guest relations, brand scorecards, and reports.
• Monitors social media reviews and updates store content information and runs reports on areas for improvement.
• Adds, supports, and maintains franchise tools.
• Manages team member experience platform and assists human resources and operations in providing feedback.
• Works with data analytics team to identify guest and team member trends.
• Manages the team member survey process and communications.

QUALIFICATIONS

• Some college. Preferably a bachelor's degree.
• Minimum 2 years of customer service management experience.
• Knowledge of computers including email systems, Microsoft Office Suite.
• Bilingual language skills a plus.
• Management, problem-solving, and organizational skills.

ARE YOU READY TO JOIN OUR TEAM?

If you are ready to build valuable relationships with a work-family worth bragging about, please fill out our initial 3-minute, mobile-friendly application. We look forward to meeting you!

Keywords: Costa Vida, Lehi , Guest Experience Manager, Other , Lehi, Utah