Guest Relations Team Member

Restaurant Support Center•Riverside, CA

3d•Onsite

About The Position

Farmer Boys is seeking a highly organized, proactive, and service-oriented Manager, Office Administration & Guest Relations to oversee the day-to-day operation of the Restaurant Support Center and provide leadership across office administration, facilities, vendor coordination, front desk operations, guest relations, and guest complaint follow-up. This role serves as a central operational resource for executive leadership and cross-functional teams, helping ensure the corporate office is professional, responsive, well maintained, and consistently prepared to support team members, franchisees, vendors, and guests. The ideal candidate is a highly dependable office leader who combines strong organization, sound judgment, attention to detail, and a service mindset. Leveraging a direct report, this position provides day-to-day oversight of corporate office operations, vendor relationships, facilities needs, front desk standards, guest care follow-up, administrative systems, and TrueVault workflow administration.

Requirements

Minimum of 5 years of progressively responsible experience in office administration, corporate operations, facilities coordination, guest relations, executive support, or a comparable administrative leadership role.
Intuitive problem-solver with thoughtful anticipation of needs, ability to prioritize multiple issues, excellent written and oral communication skills, strong time management, collaborative style, and a high level of guest-service orientation.
Proven ability to manage sensitive corporate, team member, franchisee, guest, and financial information with sound judgment and appropriate discretion.
Advanced proficiency across Microsoft 365, including Word, Excel, Outlook, Teams, and shared file environments; comfortable learning and administering web-based business systems such as TrueVault and other office platforms.
Strong project management, follow-through, documentation, proofreading, prioritization, and deadline management capabilities across multiple concurrent workstreams.

Nice To Haves

Experience supporting a multi-unit restaurant, franchise, retail, hospitality, or similarly distributed operating organization.
Prior supervisory or people-management experience with a demonstrated ability to delegate, coach, and develop administrative team members.
Experience overseeing corporate office facilities, recurring vendors, front desk operations, guest service workflows, or administrative systems.
A proven track record managing vendor relationships, office logistics, facilities projects, or large-scale event coordination.
You naturally identify administrative gaps, inconsistencies, missed follow-ups, incomplete records, or service issues that others may overlook.
You possess the executive presence and situational awareness to interface smoothly with franchise owners, C-suite executives, team members, vendors, guests, and external business partners.
You take ownership of workflows, solve problems proactively, and continuously improve office systems rather than simply working within them.

Responsibilities

Lead the day-to-day administrative operation of the Restaurant Support Center, ensuring the office is organized, professional, adequately supplied, and responsive to the needs of team members, visitors, franchisees, and executive leadership.
Maintain organized digital and physical administrative records, shared files, office procedures, contact lists, recurring schedules, and departmental reference materials with consistent version control and confidentiality.
Serve as the internal administrator and workflow owner for the TrueVault system, monitoring incoming requests, coordinating routing and follow-up with appropriate internal stakeholders, maintaining status visibility, and helping ensure requests are completed and documented within compliance timelines.
Coordinate administrative communications, office notices, recurring activities, meetings, deliveries, and other cross-functional office needs to support efficient daily operations.
Track routine office and facility expenses, invoices, supplies, and vendor-related spending; coordinate approvals and documentation with the appropriate internal departments.
Direct, mentor, and supervise the Guest Relations role, establishing clear expectations for reception coverage, telephone and visitor standards, mail and delivery handling, guest care support, and overall front desk presentation.
Establish priorities, cross-training, coverage plans, and documented procedures to ensure reliable front desk and office support during vacations, absences, meetings, and peak activity periods.
Cultivate a polished, collaborative, welcoming, and service-oriented office environment that reflects Farmer Boys’ values and provides a positive experience for team members, franchisees, vendors, and guests.
Oversee day-to-day corporate headquarters facility needs, including office access, parking coordination, key tracking, workspace readiness, repairs, preventative maintenance, cleanliness, safety concerns, and general facility appearance.
Manage day-to-day relationships and service performance for office and facility vendors, including cleaning, maintenance, equipment, office supplies, building services, IT support coordination, and other recurring providers. Review service needs, resolve issues, coordinate scheduling, and support invoice accuracy and budget awareness.
Coordinate the logistical onboarding and offboarding of corporate staff, including workspace preparation, access, equipment coordination, office orientation, and return of company property in partnership with the appropriate departments.
Serve on the Annual Conference Planning Committee and support vendor communication, housing logistics, supplies, meeting setup, and other event needs. Direct, assign, and supervise the planning, coordination, and execution of special events for the Restaurant Support Center and Franchise Development Discovery Days.
Oversee timely follow-up on guest complaints and escalated guest concerns, ensuring issues are acknowledged, routed to the appropriate operator or internal leader, tracked to resolution, and documented consistently.
Monitor recurring complaint themes and unresolved issues, identify trends, and elevate significant customer experience concerns to the appropriate cross-functional leaders.
Partner with Operations, Marketing, and other stakeholders to share guest feedback trends and support practical improvements to guest experience, communication, and follow-up processes.
Ad-hoc projects/duties as needed