Guest Experience Manager

Job Description

Job Description

Description

A Taste of Who We Are:

Backed by a tireless commitment to high quality, innovative culinary offerings and unparalleled client and guest services, Continental consistently ranks among the top contract dining and refreshment providers in the nation according to Food Management Magazine, the industry’s source for food service news and trends.

Our Mission

Delight our guest. Every meal. Every day.
Our Core Values

Exceptional – We recruit and retain phenomenal people who consistently go the extra mile to deliver results that lead the industry.

Hospitality – We are tirelessly committed to providing the highest quality food, beverages, and service by anticipating our guests' needs so they can count on memorable experiences every time.

Collaboration – We prioritize working together with a shared vision and effective & transparent communication, we unite as one team to achieve remarkable experiences. 

Responsibility – we hold ourselves accountable to be there for our team and clients, to deliver what we say we will, when we say we will and check in on progress along the way. 

Innovation – We are forward-thinkers always looking for new processes, technologies, and techniques to increase efficiencies and scalability to improve our services.

The Guest Experience Manager is responsible for leading the strategy, execution, and continuous improvement of the guest experience across assigned territories. This role develops and implements service initiatives that align with Continental's mission and brand standards while leading field-based Guest Experience Specialists and hybrid/remote Customer Service Representatives. The Guest Experience Manager partners cross-functionally to enhance every touchpoint in the guest journey, analyzes feedback and performance metrics to drive continuous improvement, and ensures exceptional service experiences for guests and customers.

• Guest Experience Leadership: Lead programs, site visits, launches, and engagement efforts that create consistent, guest-first experiences across assigned territories.
• Team Management: Manage field-based Guest Experience Specialists and hybrid/remote Customer Service Representatives, including scheduling, coaching, coverage, training, workflow support, and accountability.
• Service Standards & Resolution: Monitor feedback, tickets, service gaps, and escalations to resolve issues quickly and improve service delivery across attended, unattended, and hybrid environments.
• Workflow & Coverage: Oversee daily workflow, territory assignments, and coverage for field-based and hybrid/remote team members, including those based outside the primary office location.
• Cross-Functional Partnership: Partner with Account Management, Operations, IT, Sales, Marketing, and Product teams to align expectations, support rollouts, troubleshoot recurring issues, and improve the guest journey.
• Reporting & Continuous Improvement: Use dashboards, CRM tools, KPI reporting, and service insights to identify trends, recommend improvements, and communicate performance opportunities to leadership.
• Team Culture: Foster a culture of service excellence, collaboration, accountability, and continuous improvement across all guest support teams.
• Hiring & Training: Recruit, interview, hire, onboard, and train Guest Experience Specialists and Customer Service Representatives.
• Innovation & Guest-Centric Growth: Stay informed on service trends and pilot new tools or processes that improve satisfaction, efficiency, and scalability.
• Team Member Relations: Address discipline, termination, and related team member matters in accordance with company policy.
• Other Duties: Perform other related duties as assigned.

• Bachelor’s degree in Hospitality, Business, Communications, or a related field, or equivalent experience.
• 5+ years of experience in guest services, customer experience, or hospitality leadership.
• Experience leading field-based, hybrid, or remote teams across multiple locations or states.
• Strong communication, leadership, coaching, and conflict resolution skills.
• Proficiency with CRM systems, feedback platforms, dashboards, and KPI reporting tools such as JIRA, SEED, or similar systems.
• Ability to manage competing priorities in a fast-paced environment while using data to identify trends, service gaps, and improvement opportunities.
• Operational and technical fluency, including the ability to support basic hardware, software, and connectivity troubleshooting.
• Experience in unattended retail, food service, hospitality, or tech-enabled service environments preferred.
• Passion for service innovation, guest satisfaction, and building high-performing, hospitality-minded teams.

Location(s) & Logistics:

• Hybrid role with regular territory travel, including field visits and location launches, approximately 25-40% of the time.
• Manages hybrid/remote team members across multiple locations or states, requiring flexibility across time zones and client needs.
• Requires extended periods of computer-based work, along with a valid driver's license and reliable transportation.

We offer a range of benefits for eligible team members, including:

• Health Coverage -- Medical, Dental and Vision
• Voluntary Life/AD&D, Short-Term and Long-Term Disability, Critical Illness
• 401(k)
• Paid Time Off
• Wellness Programs
• Additional Perks

To see a summary of current benefits, please visit -at- continental/#benefits.