SUMMARY:
The Guest Relations Coordinator is primarily responsible for providing information and resolutions through Guest interactions (inquiries, feedback and problems) that result in Guest recovery. This position collaborates with the Manager, Guest Relations and the VP of Business Strategy & Communications to evaluate and determine Guest engagement and recovery solutions, as well as interfacing with other internal departments and external partners as necessary.
SPECIFIC RESPONSIBILITIES:
- Handles inbound live calls from Guests and others managing inquiries, comments and Guest feedback that come in directly to home office.
- Follows up within 24 hours with Guest calls by conducting live outbound calls and other forms of communication.
- Administers fulfillment of gift cards / letters / emails for Guest recovery.
- Monitors social media community, managing the review and response to comments via Facebook, Facebook Messenger, Instagram, Twitter and YouTube platforms.
- Maintains awareness of all Brand, menu and price changes to ensure accuracy in responses.
- Creates daily, weekly and/or monthly reports for Manager, Guest Relations, VP Business Strategy & Communications and Chief Operating Officer as necessary.
- Maintains familiarity with TC Catering Menu to enable suggestive selling and taking Guest orders when Catering Sales Managers are not available.
KEY INTERFACES:
Guests, Business Strategy, IT, Marketing, 3rd Party Guest Metrics partners.
MINIMUM REQUIREMENTS:
- Demonstrated experience working in customer service, guest relations, communications, catering or comparable field (3 years preferred)
- Strong oral and written communication skills.
- Strong interpersonal skills with the ability to maintain a positive attitude under stress
- Problem solver with ability to manage disgruntled or sometimes angry/aggressive guests successfully.
- Working knowledge or ability to quickly learn excel and web-based programs in support of guest relations.
- Ability to work flexible schedules including rotation of some weekend responsibilities.
- Bilingual (English/Spanish) preferred.
