Description
Summary of Job Description:
The Guest Care Representative (Guest Experience) understands and works collaboratively with Operations and other cross-functional teams to drive and deliver on the ideal brand and restaurant experience. This position helps develop, assess, and drive the quality of Guest experience at the store level. The Guest Care Representative designs, implements, and optimizes Guest experience programs and initiatives. Programs include the Guest survey (GEM), mystery shopping (OSA), and reputation (Yelp, Google, etc.). The Guest Care Representative (Guest Experience) serves as dedicated support to assigned Operations teams, reporting on Guest satisfaction progress and improvement areas and provides training as well as develops training materials.
You'll get a chance to:
- Understands and works collaboratively with Operations and other cross-functional teams to drive and deliver on the ideal brand and restaurant experience. Responsible for maintaining the systems and processes used to monitor Guest satisfaction, tracks issues, and identify areas for improvement. Strives to meet or exceed Guest Care team and Guest experience performance measurement goals.
- Designs, implements, and optimizes Guest experience programs and initiatives, including defining KPIs and future enhancements. Programs include the Guest survey (GEM), mystery shopping (OSA), and reputation (Yelp, Google, etc.).
- Collects Guest data and feedback, analyzes Guest satisfaction scores, and shares customer insights with relevant teams throughout the company to ensure best practice. Prepares reports and presentation materials as well as attends and presents at Operations meetings.
- Documents cases clearly and accurately and routes cases to other team(s) as needed for resolution, learnings, and improvement. Recognizes serious issues and escalates as appropriate to be addressed.
- Serves as dedicated support to assigned Operations teams, reporting on Guest satisfaction progress and improvement areas as well as coaches them on (1) the Guest experience programs and goals, (2) how to use Guest experience tools to boost KPIs, and (3) the best practices and behaviors that drive highly satisfying Guest experiences.
- Trains other associates and develops training materials.
- Manages and builds effective relationships with business partners.
How we reward you:
- Hybrid Work schedule
- 401K with company match
- Yearly bonus opportunity*
- Full medical, dental, and vision insurance *
- On-site fitness center, biometric screen, and flu shot clinic
- Discounts at Panda restaurants, theme parks, and gym memberships
- Paid time off starting at 15 days with 7 federal holidays*
- Continuous education assistance and scholarships*
- Income protection including Disability, Life and AD&D insurance*
- Bereavement leave*
*Benefits available for eligible permanent full time associates
#LI-Hybrid #LI-DS2
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