Guest Experience Manager

Naked Farmer Careers • Tampa, FL

5d • Onsite

About The Position

Naked Farmer is hiring a Guest Experience Manager to lead its Guest Experience team and manage guest interactions outside the restaurants, including live order issues, email, chat, social media, reviews, and phone calls. The manager is responsible for resolving guest concerns promptly and ensuring that underlying issues are addressed so they do not recur. AI handles routine questions, while centralized tools bring guest conversations together so the team can focus on cases that need human attention.

The role reports to the Director of Operations Excellence. The manager will evolve the Guest Experience playbook as guest expectations, communication channels, and technology change. They will lead two remote Specialists who provide restaurant coverage during operating hours and track performance against a quarterly scorecard.

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, both in writing and by phone.
• Ability to make sound decisions quickly and recognize when an issue should be escalated.
• Systems-oriented approach, including documenting processes after resolving recurring problems.
• Clear, warm writing style without reliance on corporate scripts.
• Comfort using helpdesk, social media, and review-management tools, and working with spreadsheet data.

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 within authorized limits and arrange redeliveries for incomplete orders.
• Respond to Google, Yelp, Uber Eats, and DoorDash reviews and manage social conversations on Instagram, Facebook, TikTok, and LinkedIn using the company's platforms.
• Handle sensitive and urgent escalations with care and sound judgment, involving restaurant leaders or relevant departments as needed and following each case through resolution.
• Own the AI agent, including its knowledge, voice, and effectiveness in resolving guest questions.
• Identify trends and improvement opportunities across communication channels and guest feedback surveys; provide weekly reports and monthly reviews to leadership, including owners and evidence of changes made.
• Hire, train, schedule, and coach two remote Specialists who cover restaurants during operating hours; review their conversations weekly and support their development.
• Continuously update Guest Experience standards, response 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 the company contributing up to 60% of the cost.
• 401(k) with company match.
• Free Naked Farmer meals.
• Culinary development programs led by the company's chefs.

What This Job Offers

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