GUEST EXPERIENCE ASSISTANT

Guest Experience Assistant

Eat'n Park Hospitality Group (ENPHG), recently named a Most Loved Work Place and a Best Place to Work, is the proud parent company of successful hospitality brands including Eat'n Park, Hello Bistro, The Porch, Parkhurst Dining, and SmileyCookie.com. Starting as a single car-hop restaurant in 1949, ENPHG is now a portfolio of foodservice concepts serving 50 million guests annually in its restaurants, on college and corporate campuses, and in every state through our online store.

The Guest Experience Assistant serves as the primary touchpoint for restaurant and e-commerce guests who contact Eat'n Park Hospitality Group's corporate headquarters. The Guest Experience Assistant interfaces with guests via email, phone, social media, and written correspondence, providing timely follow-up according to company policies and procedures. This role also provides ongoing support for reporting.

Job Responsibilities

• Provides assistance to incoming guest comments and questions received via phone, email, social media, written correspondence, and occasionally walk-in.
• Supplies timely and professional responses via the appropriate channel, and processes follow-up as needed according to established policies and procedures.
• Efficiently documents guest comments using tracking software; communicates and collaborates with restaurant operators to resolve guest concerns.
• Develops in-depth knowledge of Eat'n Park Hospitality Group's service standards and quality products, in order to provide effective guest service to both internal and external guests.
• Alerts appropriate parties of repeat service failures and notifies the proper departments of guest accident information and team member grievances.
• Provides ongoing reporting support.
• Collaborates with marketing team on brand voice and messaging.
• Performs other duties as assigned.

Knowledge and Experience Requirements

• Bachelor's degree or equivalent work experience desired.
• Minimum one year of guest service experience; restaurant experience preferred.
• Proficient in the use of Microsoft Office Suite, particularly Word, Excel, and Outlook.
• Exceptional guest service skills, with the drive to ensure that every guest interaction reflects positively on the brand.
• Strong time management skills, including the ability to manage multiple priorities to meet stated deadlines.
• Excellent interpersonal, written and verbal communication skills.
• Ability to remain calm and courteous when handling upset guests.
• Ability to work independently, make decisions, and confidently provide follow up to guests and team members, sometimes with limited information.
• Strong analytical skills with the ability to examine guest feedback data, identify and communicate trends.
• Knowledge of social media standard practices a plus.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Eat'n Park Hospitality Group provides equal employment opportunities to all team members and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Eat'n Park Hospitality Group