Guest Relations Specialist

Steele Brands Management LLC•Wayzata, MN

20h•$50,000 - $58,000•Onsite

About The Position

Steele Brands Management is the Support Center for Crisp & Green and Puralima, two fast-casual concepts built around fresh, feel-good food. We support corporate and franchise restaurants across multiple states. As our Guest Relations Specialist, you’re the voice of the guest for both brands. You make sure every guest who reaches out feels heard, and you turn what they tell us into better experiences in our restaurants. You’ll sit on the Operations Services team and partner closely with Operations, Training, Marketing, Technology and our franchise partners.

Requirements

2+ years in guest relations, customer experience, hospitality or restaurant operations
Restaurant, retail or multi-unit experience strongly preferred
Excellent writing: you can turn an upset guest into a loyal one by email
Calm, empathetic problem-solving when conversations get tough
Organized, detail-oriented and comfortable juggling priorities in a fast-paced environment
Ability to spot patterns in feedback and turn them into practical recommendations
Microsoft Office skills

Nice To Haves

experience with [guest feedback / loyalty platform] or similar tools is a plus

Responsibilities

Respond to guest feedback, reviews, web comments and social referrals within our service-level expectations.
Resolve guest concerns with thoughtful, personal recovery that brings guests back.
Handle loyalty questions, including point adjustments, account issues and reward redemptions.
Escalate complex concerns to the right field and Support Center leaders, and follow through to resolution.
Keep accurate records of guest interactions, and flag duplicate or fraudulent claims.
Be a go-to hospitality resource for General Managers and restaurant teams.
Collect and organize feedback from field teams, spot recurring issues, and work with other teams on lasting fixes.
Keep hospitality training materials, job aids and resource libraries (SharePoint) current.
Contribute guest and hospitality content to field communications such as Weekly Updates and CRISP Focus.
Coordinate logistics for guest-facing tests and pilot programs.
Track guest experience metrics and trends across restaurants and markets.
Share regular reports and clear recommendations with Operations, Marketing, Training and leadership.
Help build guest experience scorecards and dashboards.