Sr. Manager, Guest Experience & Insights

DIN TAI FUNG RESTAURANTS

J ob Title: Sr. Manager, Guest Experience & Insights

Compensation: $148,000 - $185,000 Annual Salary

The base salary or hourly wage range for this role will vary based on multiple factors, including but not limited to prior experience, relevant expertise, current business needs, and market factors. Range is not inclusive of potential bonus or benefits. Your recruiter can share more information about the salary range and other factors during the hiring process.


Location: Hybrid, Din Tai Fung - Restaurant Support Center in Arcadia/Pasadena, California


About Us:

Din Tai Fung is a globally celebrated, family-owned restaurant brand founded in 1972 and internationally renowned for its iconic Xiao Long Bao. With more than 165 locations across 13 countries including 20 in North America. DTF is Michelin-recognized and admired for its uncompromising quality, authentic flavors, and warm, gracious hospitality. Each location delivers an elevated yet inviting cultural dining experience designed to delight guests on any occasion.


Benefits and Perks:

• Competitive Pay & Benefits
• Employer Contribution for individuals and eligible dependents' medical insurance
• Dental, Vision, and Life Insurance
• Health Savings Account (HSA)
• Commuter Spending Accounts
• 401(k) Plan with company match
• Employee Assistance Program
• Discounts through BenefitHub
• Employee Meal Discounts
• Paid Time Off (PTO) to support work-life balance (accrued based on length of service)
• Paid Sick Leave (PSL) to care for your health or loved ones
• Quarterly Wellness Days - extra time off to recharge every season
• Bonus Eligible
• Opportunities for growth; we love promoting within

About the Role:

The Guest Insights & Experience Leader owns the Voice of the Guest strategy end-to-end, overseeing guest feedback systems, guest services operations, guest recovery, VIP relations, and experience measurement. This role leads productivity and service performance of the Guest Experience team while managing all guest interaction channels, ensuring insights are captured, analyzed, and translated into actionable improvements. The role partners cross-functionally with Operations, Marketing, and Finance to elevate guest satisfaction and drive business performance.


Responsibilities:

• Guest Insights and Analytics: Leverage guest feedback data and behavioral insights to identify trends, predict challenges, and deliver actionable recommendations that inform cross-functional decision-making.
• Voice of Guest Strategy: Own and evolve the Voice of the Guest strategy, including platforms, tools, and measurement frameworks (NPS, CSAT, OSAT, CES) to ensure consistent and meaningful experience tracking.
• Guest Recovery and Resolution: Oversee the management and resolution of high-priority and high-risk guest issues, ensuring effective escalation processes and recovery strategies that protect brand reputation.
• Guest Services Operation: Oversee day-to-day guest interaction channels and service operations to ensure consistent, high-quality service delivery aligned with brand standards and performance goals.
• Stakeholder Partnership: Build reporting frameworks and communicate insights to cross-functional partners and executive leadership to drive alignment, accountability, and continuous improvement; Build reporting dashboards and regularly present insights and recommendations to cross-functional teams and executive leadership.
• Lead and develop the Guest Experience team, driving performance, accountability, and capability building aligned to service excellence and productivity goals.

Job Requirements:

• Bachelor's degree in Hospitality, Business, Communications, or related field
• 7-10 years of experience in guest experience, customer service, or hospitality management
• 3-4 years of leadership experience managing teams and performance outcomes
• Strong analytical skills with the ability to translate guest feedback into actionable insights
• Experience with customer experience platforms and reporting tools
• Excellent communication, leadership, and interpersonal skills
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment
• Ability to travel up to 10% of the time

Preferred Requirements:

• Experience with guest experience platforms (e.g., Chatmeter, Momos, or similar)
• Experience managing business listings (Google, Apple, Yelp)
• Experience in restaurant or hospitality operation
  Essential Functions:
• Ability to lead, coach, and develop team members in a fast-paced, service-oriented environment
• Ability to manage escalated guest situations with professionalism and sound judgment
• Ability to analyze data, identify trends, and translate insights into clear recommendations
• Ability to communicate effectively with cross-functional partners and executive leadership
• Ability to manage multiple priorities and adapt quickly to changing business needs
• Ability to work within digital platforms and reporting tools with accuracy and attention to detail

Special Requirements:

• Must be available to respond to escalated guest issues outside standard business hours, if needed.
• Must be able to read, understand, and follow the Employee Handbook and all company policies and procedures.

NOTE: This job description in no way states or implies that these are the only duties to be performed by the employee occupying the position. Employees will be required to perform any other job-related duties assigned by their supervisor.


Din Tai Fung is an E-Verify and Equal Opportunity Employer and complies with the Fair Chance Initiative.


Din Tai Fung is an Equal Employment Opportunity Employer - M/F/D/V. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.


As part of our hiring process, Din Tai Fung uses E-Verify to confirm employment eligibility for all newly hired employees. E-Verify is an internet-based system that allows employers to compare information from an employee's Form I-9 to the U.S. Department of Homeland Security and Social Security Administration records. This verification confirms an employee's eligibility to work in the United States. Din Tai Fung complies fully with all Equal Employment Opportunity laws, ensuring no discrimination based on national origin or citizenship status. Din Tai Fung is committed to employing only individuals who are authorized to work in the United States and who comply with applicable immigration and employment law. As a condition of employment, every individual must provide satisfactory evidence of their identity and legal authority to work in the United States. If the employee cannot verify their right to work in the United States within the time permitted by laws, the Company will be required to terminate their employment immediately. To learn more about E-Verify, please visit: .


Applicants must be 18 years or older.


Equal Opportunity Employer:
Din Tai Fung North America is an Equal Employment Opportunity Employer. We are committed to creating an inclusive environment and welcome all qualified applicants, regardless of race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, or any other protected status, in accordance with applicable federal, state/provincial, and local laws.
U.S. Employment Eligibility:
In the United States, Din Tai Fung North America participates in E-Verify to confirm work authorization for all new hires. To learn more, please visit: