Description
The Guest Relations Coordinator serves as a key role in reestablishing and maintaining a positive relationship between Pappas Restaurants and its Guests. This role involves managing Guest feedback, providing support and development for managers, and ensuring effective restaurant performance in guest relations.
Responsibilities
• Obtain guest feedback regarding their dining experience via calls, websites, and letters.
• Ensure follow-up with all guests who contact the Main Office to ensure satisfaction.
• Determine appropriate compensation or gestures of goodwill for guests.
• Write and manage various guest correspondences to maintain a positive relationship.
• Coach and provide feedback to management staff on handling guest comments, concerns, complaints, and difficult situations.
• Provide training and support for Guest Relations Managers to improve their skills.
• Conduct Manager Training Courses through the LAB program to ensure knowledge transfer and skill development.
• Assist with various Astute Agent projects aimed at enhancing guest relations.
• Manage gift card usage, including funding and redemption processes.
Requirements
Listed below are the minimum qualifications required to successfully perform this role. These qualifications are necessary for someone to be considered for this position.
• Current or Former Pappas Restaurants Manager.
• Strong oral and written communication skills.
• High level of interpersonal skills to effectively work with others and motivate employees.
• Professional demeanor when interacting with guests.
• Proficient in Microsoft Word and Excel.
• Ability to treat all guests with care and concern, maintaining professionalism.
• Knowledge of popular social media platforms to understand and respond to online guest interactions.
Essential Physical Job Functions (with or without accommodation)
• Ability to work well under pressure with good organizational and project management skills.
• Ability to remain calm and professional when dealing with upset or emotional individuals.
• Ability to multitask and perform effectively under pressure.
• Must be able to lift up to 15 lbs., bend, stoop, reach, and lift as needed
Additional Information
This job posting contains some general information about what it is like to work at Pappas Restaurants and is not a complete job description. Pappas Team Members perform a number of different tasks every day, and this posting does not list all of the essential functions of the job.
Americans with Disabilities Act (ADA)
Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done that will ensure an equal employment opportunity without imposing an undue hardship on the Company. Please contact teamresource@pappasrestaurants.com for assistance completing any forms or to participate in the application process.
Pappas Restaurants is an Equal Opportunity Employer.