Sr. Manager, Guest Experience & Insights

Din Tai Fung North America•Arcadia, CA

5d•Hybrid

About The Position

Din Tai Fung is a globally celebrated, family-owned restaurant brand founded in 1972 and internationally renowned for its iconic Xiao Long Bao. With more than 165 locations across 13 countries including 20 in North America. DTF is Michelin-recognized and admired for its uncompromising quality, authentic flavors, and warm, gracious hospitality. Each location delivers an elevated yet inviting cultural dining experience designed to delight guests on any occasion. The Guest Insights & Experience Leader owns the Voice of the Guest strategy end-to-end, overseeing guest feedback systems, guest services operations, guest recovery, VIP relations, and experience measurement. This role leads productivity and service performance of the Guest Experience team while managing all guest interaction channels, ensuring insights are captured, analyzed, and translated into actionable improvements. The role partners cross-functionally with Operations, Marketing, and Finance to elevate guest satisfaction and drive business performance.

Requirements

Bachelor’s degree in Hospitality, Business, Communications, or related field
7-10 years of experience in guest experience, customer service, or hospitality management
3-4 years of leadership experience managing teams and performance outcomes
Strong analytical skills with the ability to translate guest feedback into actionable insights
Experience with customer experience platforms and reporting tools
Excellent communication, leadership, and interpersonal skills
Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment
Ability to travel up to 10% of the time
Must be available to respond to escalated guest issues outside standard business hours, if needed.
Must be able to read, understand, and follow the Employee Handbook and all company policies and procedures.
Applicants must be 18 years or older.

Nice To Haves

Experience with guest experience platforms (e.g., Chatmeter, Momos, or similar)
Experience managing business listings (Google, Apple, Yelp)
Experience in restaurant or hospitality operation

Responsibilities

Leverage guest feedback data and behavioral insights to identify trends, predict challenges, and deliver actionable recommendations that inform cross-functional decision-making.
Own and evolve the Voice of the Guest strategy, including platforms, tools, and measurement frameworks (NPS, CSAT, OSAT, CES) to ensure consistent and meaningful experience tracking.
Oversee the management and resolution of high-priority and high-risk guest issues, ensuring effective escalation processes and recovery strategies that protect brand reputation.
Oversee day-to-day guest interaction channels and service operations to ensure consistent, high-quality service delivery aligned with brand standards and performance goals.
Build reporting frameworks and communicate insights to cross-functional partners and executive leadership to drive alignment, accountability, and continuous improvement; Build reporting dashboards and regularly present insights and recommendations to cross-functional teams and executive leadership.
Lead and develop the Guest Experience team, driving performance, accountability, and capability building aligned to service excellence and productivity goals.

Benefits

Competitive Pay & Benefits
Employer Contribution for individuals and eligible dependents' medical insurance
Dental, Vision, and Life Insurance
Health Savings Account (HSA)
Commuter Spending Accounts
401(k) Plan with company match
Employee Assistance Program
Discounts through BenefitHub
Employee Meal Discounts
Paid Time Off (PTO) to support work-life balance (accrued based on length of service)
Paid Sick Leave (PSL) to care for your health or loved ones
Quarterly Wellness Days - extra time off to recharge every season
Bonus Eligible
Opportunities for growth; we love promoting within