Guest Services Manager

Job Description:

Salad and Go is seeking a Guest Services Manager who will be responsible for leading a team that provides an outstanding experience to Salad and Go’s thousands of guests. You’ll lead a dynamic team of Guest Services Coordinators with the goal of taking our guest support to the next level.

• Compile, analyze and present guest feedback and insights using multiple sources.
• Address and resolve guest complaints and concerns. May provide occasional coverage for escalated guest concerns outside of normal business hours.
• Develop and train team members on how to respond and defuse guest situations in a calm, timely and effective manner.
• Use data to highlight insights and trends and present findings in key meetings both internally and externally with vendors.
• Operate with a willingness to grow with a diverse team that has passion for what we do and the impact we are making toward this industry.
• Assist with managing the relationship with our Guest Experience and Help Desk vendor, including strategy sessions, weekly calls and revising survey content.
• Demonstrate expertise in all technologies used in the store environment including Olo online ordering, NCR systems, etc.
• Inspire trust, teamwork and positive team relationships with other departments.
• Commitment and discipline working in a hybrid location, remote as well as dedicated workspace at HQ.
• Ensure the security and privacy of guest information through education, compliance, and resolution of issues.
• Partner with the FSQA team to ensure food safety continues to be a priority, fostering a culture of compliance and quality throughout operations.
• The hours and schedule for this position will vary by week and include weekend hours depending on business needs.

• Lives in Phoenix or Dallas area.
• 3+ years’ leading a guest services team, including managing direct reports.
• Work hybrid schedule (3 days per week in office).
• Well versed in managing and operating a CX platform (SMG, Qualtrics, Medallia).
• Service minded and fanatical about improving the guest experience.
• Strategic thinker with a passion for using data to inform trends and new opportunities.
• Organized and have a good working knowledge of help desk software (Zendesk, Zoho, Freshdesk), Office 365 and social media.
• Ability to multitask in a fast-paced environment.
• Ability to travel up to 20%.

Department: Marketing

Reporting Structure: Reports to Director of Community Relations

FLSA Status: Exempt

Direct Reports: Yes – Guest Services Coordinator (2 total: 2 in DAL)

Consistent with the Americans with Disabilities Act (ADA), Salad and Go will provide reasonable accommodation to participate in the job application or interview process when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship.
Salad and Go is proud to be an equal opportunity employer.