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JOB OVERVIEW:

The Guest Relations Representative acts as a guest recovery liaison, representing the brand across guest feedback channels including social media and review sites. Leveraging subject-matter-expertise on the brand and the Guest Recovery process, they assess the nature of guests' communications and interacts with guests who request contact. The Guest Relations Rep researches, initiates, and coordinates corrective actions through Operations Leaders and internal departments in order to restore guest delight and reconnect guests with their local restaurants. They also act as a resource for Operations Leaders by providing recommendations for effective recovery, and collaborate closely with Social Media Specialists to represent our brands on social networks and review sites.


ROLES AND RESPONSIBILITIES:

Provides Guest Recovery services

-Assesses guest situations, probes for information and determines effective resolutions to issues.

-Composes written responses to guests that support company policy and principles.

-Proactively contacts guests as needed for clarity and investigation of issues.

-Clarifies Darden and brand philosophy on a variety of topics.

-Advises Operations Leaders (e.g. Restaurant Managers, GM/MPs, Directors of Operations) on recommendations for guest recovery actions.

-Ensures accurate completion of all administrative responsibilities and consistency of documentation in guest response database.


REQUIRED TECHNICAL SKILLS:

-3+ years of experience with substantial contact with the public involving conflict resolution and problem-solving.

-Experience with guest/customer interaction across a variety of feedback channels, including social media (both social networks and key customer review sites).

-Superior written communication skills with ability to creatively respond to guest concerns and questions; able to consistently demonstrate excellent grammar and spelling.

-Superior verbal communication skills with ability to win confidence and trust over the telephone.

-Knowledge and comfort with the use of computers, including proficiency in MS Word and MS Outlook.

-Willingness and ability to learn the guest response systems (currently Astute Agent and Khoros)


REQUIRED EDUCATION:

-High School diploma or equivalent required.


OTHER KEY QUALIFICATIONS:

-Professional demeanor with conflict resolution and problem-solving skills.

-Expert organizational skills with ability to prioritize and handle multiple tasks.

-Ability to interact effectively with all levels of organization and diverse people and understand different perspectives.

-A Being of Service personal philosophy.

-Must be willing and able to work evenings, weekends, and overtime in order to accommodate work volume.

-Ability to verbally express ideas over the telephone.

-Ability to listen and understand speech over the telephone.


PREFERRED SKILLS AND EXPERIENCE:

-Proficiency with MS Excel and MS PowerPoint.

-College coursework preferred.

-Restaurant operations experience, preferably in full-service, casual dining restaurant, or demonstrated extensive knowledge of full-service restaurant operations gained in a support position.