Guest Experience Assistant

Eatn Park Hospitality Group•Homestead, PA

7d•Onsite

About The Position

The Guest Experience Assistant serves as the primary touchpoint for restaurant and e-commerce guests who contact Eat’n Park Hospitality Group’s corporate headquarters. The Guest Experience Assistant interfaces with guests via email, phone, social media, and written correspondence, providing timely follow-up according to company policies and procedures. This role also provides analysis & actionable insight into the “Voice of the Guest” by providing ongoing monthly and additional ad hoc reporting. This role is also responsible for coordinating the creation of team member talking points as they relate to promotions and menu offerings or other guest issues, in collaboration with marketing and training.

Requirements

Bachelor’s degree or equivalent work experience desired.
Minimum one year of guest service experience; restaurant experience preferred.
Proficient in the use of Microsoft Office Suite, particularly Word, Excel, and Outlook.
Exceptional guest service skills, with the drive to ensure that every guest interaction reflects positively on the brand.
Strong time management skills, including the ability to manage multiple priorities to meet stated deadlines.
Excellent interpersonal, written and verbal communication skills.
Ability to remain calm and courteous when handling upset guests.
Ability to work independently, make decisions, and confidently provide follow up to guests and team members, sometimes with limited information.
Strong analytical skills with the ability to examine guest feedback data, identify and communicate trends.

Nice To Haves

Knowledge of social media standard practices a plus.

Responsibilities

Serve as the primary touchpoint for restaurant and e-commerce guests who contact Eat’n Park Hospitality Group’s corporate headquarters.
Interface with guests via email, phone, social media, and written correspondence, providing timely follow-up according to company policies and procedures.
Provide analysis & actionable insight into the “Voice of the Guest” by providing ongoing monthly and additional ad hoc reporting.
Coordinate the creation of team member talking points as they relate to promotions and menu offerings or other guest issues, in collaboration with marketing and training.