Guest Relations Coordinator

Location:

Miami, FL (onsite 5 days a week, zip code 33126)

6 month contract to perm/direct hire

Pay Rate: 30-38/hr

Must Haves:

• Experience in Guest Experience, Customer Care, Case Management, or related field.
• Experience improving processes and systems for customer experience teams.
• Strong cross functional collaboration.
• Experience working with reporting tools.
• Experience analyzing data and coordinating with the right internal and external teams to relay information and strategize on business improvements

Plusses:

• Experience working with franchise or multi unit operations.
• Experience supporting or implementing case management or ticketing tools.

Job Description:

The Escalations Analyst owns complex guest cases, leads recovery strategies for lost guests, and builds scalable case-management processes across Guest Care, Franchisees, and cross-functional partners. This position serves as a key escalation point for high-impact guest issues, including those raised by senior leadership, and partners closely with Operations, Marketing, Development, and Technology teams to improve guest outcomes and franchise performance.

The ideal candidate is proactive, high-energy, collaborative, and comfortable working in a fast-paced, evolving environment.

Exact compensation may vary based on several factors, including skills, experience, and education.

Benefit packages for this role will include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.