• 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 worklife 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
• Car Allowance (keep or remove depending on position)
• Bonus Eligible (keep or remove depending on position)
• Opportunities for growth; we love promoting within

• Manage and develop Guest Experiences representatives ensuring highquality guest interactions and overseeing training and development of the team to ensure optimal performance measured against set KPIs.
• Lead the management and resolution of priority and highrisk guest issues across various platforms including strategic guest recovery programs SOP development escalation process crossfunctional and executive team communications and message crafting.
• Use analytics to identify trends predict challenges and derive actionable insights for various functions (Operations Marketing Learning & Development HR Finance etc.) from guest feedback and behavior data including NPS CES CSAT OSAT
• Develop and execute a comprehensive Voice of the Guest strategy aligned with our brands objectives and growth goals including implementing the best VoG tools and technologies from pilot to launch
• Lead and build VIP guest programs in partnership with marcom team to elevate guest experience and grow loyalty including special event coordination concierge communications and reservations management.
• Create and present insights reports to cross functional team and executive leadership team

• Bachelors Degree in Hospitality Business Communications or related field.
• 710 years experience in guest experience customer service or hospitality management.
• 34 years in a leadership or management role overseeing teams.
• Strong analytical skills with the ability to identify trends from guest feedback and translate them into actionable insights
• Experience managing Customer Experience platforms and putting together insights reports
• Excellent communication leadership and interpersonal skills
• Strong organizational skills with the ability to manage multiple priorities in a fastpaced environment
• Positive and professional attitude

• Experience managing guest experience platforms and customer support tools (Chatmeter Momos or similar)
• Experience managing business listings on platforms like Google Apple and Yelp
• Experience in restaurant operations

• Lead and manage Guest Experience Associates including training performance tracking and development.
• Oversee highpriority and escalated guest issues including crossfunctional coordination and executive communication.
• Analyze guest feedback across platforms identify insights and trends and present findings to internal stakeholders.
• Continuously evaluate and enhance guest experience tools and tech stack including identifying and onboarding new vendors or technologies.
• Lead VIP and concierge programs including event coordination and reservations management.
• Refine policies and procedures to improve feedback analysis reporting and strategic recommendations.
• Establish and track team performance metrics and guest satisfaction KPIs.

• Must be available to respond to escalated guest issues outside standard business hours if needed.
• Occasional travel may be required for store visits vendor meetings or event support.
• Must be able to read understand and follow the Employee Handbook and all company policies and procedures.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability status protected veteran status or any other characteristic protected by law.