Guest Experience Manager

Naked Farmer • Tampa, FL

3d • Onsite

About The Position

The Guest Experience Manager leads Naked Farmer’s Guest Experience team and owns guest conversations outside the restaurant, including live order issues, email, chat, social media, reviews, and phone support. The manager resolves guest issues quickly and ensures recurring problems are addressed so they do not affect future guests. AI and centralized tools support routine questions and bring conversations together, allowing the team to focus on situations that need human attention.

The role begins with an existing playbook and is responsible for continually improving it as guest expectations, communication channels, and technology evolve. The manager reports to the Director of Operations Excellence and leads two remote Specialists who provide restaurant coverage during operating hours. Success is measured through a quarterly GX scorecard covering ratings, issues per 1,000 orders, AI automation, response times, post-resolution guest satisfaction, and the cost of guest recovery.

Requirements

• At least 4 years of experience in hospitality, restaurant operations, or customer experience.
• At least 2 years of experience leading people.
• Strong hospitality instincts and the ability to turn an upset guest into a regular through written and phone communication.
• Ability to make sound decisions quickly and recognize when an issue should be escalated.
• Systems-oriented approach, including documenting processes to prevent recurring problems.
• Ability to write clearly and warmly without relying on corporate scripts.
• Comfort using helpdesk, social media, and review management tools, and working with data in a spreadsheet.

Nice To Haves

• Experience with online ordering or POS systems.
• Experience setting up AI chat agents.

Responsibilities

• Resolve guest issues across chat, email, phone, and social direct messages.
• Issue refunds and credits through the ordering platform within the manager’s authority, and arrange redeliveries for incomplete orders.
• Respond to Google, Yelp, Uber Eats, and DoorDash reviews, and manage social conversations across Instagram, Facebook, TikTok, and LinkedIn using the company’s platforms.
• Handle sensitive and urgent escalations with care and sound judgment; involve restaurant leaders or relevant departments when needed and follow cases through to resolution.
• Own the AI agent, including its knowledge, tone, and effectiveness in resolving guest questions.
• Identify opportunities and trends across communication channels and guest feedback surveys; deliver weekly reports and monthly reviews to leadership, including owners and evidence of changes made.
• Hire, train, schedule, and coach two remote Specialists who provide restaurant coverage during operating hours.
• Review Specialists’ conversations weekly and support their development.
• Maintain and improve Guest Experience standards, reply guides, refund rules, and escalation paths.

Benefits

• Annual profit-sharing: 1% of company net profit goes back to the team.
• Paid vacation.
• Parental leave.
• Health, dental, and vision insurance, with Naked Farmer contributing up to 60% of the cost.
• 401(k) with a company match.
• Free Naked Farmer meals.
• Culinary development programs led by the company’s chefs.
• Quarterly bonus tied to the GX scorecard.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed