Retail Experience Specialist

Continental Services•Groveport, OH

8d•$19 - $21

About The Position

The Retail Experience Specialist is a field-based role responsible for elevating the guest experience across a defined territory of client locations. The position serves as a frontline brand ambassador, collaborating with Account Managers and market teams to champion hospitality standards, enhance customer satisfaction, and reinforce Continental's mission of "unreasonable hospitality." The role includes serving as the dedicated Guest Experience Specialist for a defined region; partnering with an assigned Account Manager to understand access protocols and location needs, prioritize support, and share insights; executing Grand Openings and other client engagement events; and planning and documenting site visits. The specialist conducts routine visits, ensures in-store signage is accurate and appropriately placed, identifies service gaps, tracks follow-ups and improvements, and coordinates documented opportunities for improvement with store leads, the Account Manager, and other teams. The position requires frequent travel within the designated territory, extended periods of standing and walking during visits, and schedule flexibility to accommodate client needs. Other related duties may be assigned.

Requirements

1–2 years of experience in hospitality, guest service, or customer-facing roles.
Strong verbal and written communication skills.
Organized and detail-oriented, with the ability to manage a dynamic field schedule.
Proficiency using mobile apps, spreadsheets, and scheduling tools.
Field-focused mindset and enthusiasm for daily client interaction and on-site engagement.
Reliable communication skills, including the ability to document and relay guest concerns and service needs.
Solution-oriented approach and ability to follow through on issues until resolved.
Professional, caring brand representation and commitment to excellence.
Strategic thinking skills to connect brand vision with operational delivery and data insights.
Collaborative leadership skills, including the ability to work in matrixed environments and build cross-functional partnerships.
Passion for delivering memorable guest experiences and solving service challenges.
Valid driver's license and reliable transportation.
Ability to accommodate a flexible schedule and frequent travel within the designated territory.

Nice To Haves

Experience in food service, retail, or multi-location field support.
Familiarity with client service protocols and service recovery approaches.

Responsibilities

Serve as the dedicated Guest Experience Specialist for a defined region.
Partner with the assigned Account Manager to understand access protocols and location nuances, prioritize locations needing attention or support, and collect and share insights to inform future store visits.
Execute Grand Openings within the territory, including preparation and planning, pre-opening coordination, internal communication between sales and operations, on-site coordination, and collecting and documenting feedback.
Coordinate and execute additional client engagement events, including vendor partnerships.
Plan site visits at least one week in advance and log visits and related details in the Guest Experience Schedule.
Adapt scheduling to client needs and business priorities, and use flexible, unscheduled visit opportunities when appropriate.
Develop a thorough understanding of the Guest Experience and interactions with services and technology.
Ensure in-store signage is accurate, up to date, and appropriately placed in market and vending service locations.
Conduct routine site visits, identify service gaps, and share feedback with location leadership.
Track activities, follow-ups, and improvements using internal tools and scheduling sheets.
Document and clearly communicate improvement opportunities, coordinate with store leads and the Account Manager, and ensure issues are addressed consistently across teams and departments.
Perform other related duties as assigned.