Guest Relations Coordinator

KFC • Irvine, CA

6d • Hybrid

About The Position

The Guest Relations Coordinator serves as a key point of contact for guest feedback and issue resolution. This role is responsible for managing guest communications across phone and digital channels, coordinating service recovery efforts, and documenting insights to improve the overall guest experience. The Coordinator partners closely with District Managers, restaurant teams, and external vendors to ensure timely resolution of concerns and identify trends that will assist with operational improvements.

Requirements

• Proficient in Microsoft Office Suite and related systems
• 1-2 years of experience working in a call center environment strongly preferred
• Strong ability to positively communicate with Habit guests and Operations team
• Strong project management skills
• Creative, detail oriented and proactive in all areas of work
• Relationship oriented, personable with demonstrated success in developing effective relationships with managers, staff, public and guests
• The ability to be constructive and neutral in adverse situations
• Able to manage multiple projects and deadlines in a fast-paced environment implementing exceptional detail orientation and organizational skills
• Ability to work independently and manage programs self-sufficiently
• Ability to multi-task and strong time management skills
• Proficient in business etiquette in all forms of communication

Responsibilities

• Field phone and website complaints, comments and feedback regarding guest experiences
• Assist with guest recovery including mailing Chartickets and/or reimbursements
• Analyze guest comments /complaints and provide feedback to District Managers and field to improve overall experience
• Reach out to District Managers to contact Restaurant managers directly when needed
• Summarize guest experience in guest relations services database to track complaints/comments
• Participate in cross-functional initiatives from planning through execution to ensure best in class guest satisfaction
• Collaborate with external vendor partners to optimize guest experience

Benefits

• Competitive base pay
• Up to 4 weeks of vacation per year plus additional sick days
• Hybrid work schedule and year-round flex day Friday
• Up to 10 Paid Holidays + 1 Floating holidays
• Recharge Days to unplug and reenergize
• Competitive bonus program for eligible roles
• Recognition-based culture
• Comprehensive medical, dental, and vision benefits including prescription drug benefits & 100% preventative care starting on Day 1
• Healthcare and dependent care flexible spending accounts
• Employee Assistance Program available to all employees and their dependents
• Generous parental leave
• Onsite Childcare through Bright Horizons
• 401(k) benefit plan with a 6% matching contribution
• Up to 2 Paid Days to Volunteer for any non-profit or charitable organization important to you
• Access to LinkedIn Learning

What This Job Offers

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