Manager - Guest Services

• Guest Experience Ownership
  Define and drive the guest service standards, SOPs, and service recovery protocols
  across dine-in, take-away, and delivery channels.
  Own guest satisfaction KPIs (CSAT, NPS, complaint resolution TAT, repeat complaint
  rate) and drive continuous improvement action plans.
  Monitor guest feedback across surveys, social media, app reviews, aggregator ratings,
  and call center logs; identify recurring pain points and root causes.
• Escalation Complaint Management
  Lead resolution of high-severity or escalated guest complaints (food safety, service
  failures, refunds) within defined TATs.
  Build and manage a guest care/helpdesk framework (calls, chat, email, social) including
  vendor/BPO oversight if applicable.
  Partner with Legal/Compliance on sensitive cases (health, safety, or reputational risk).
• Cross-Functional Collaboration
  Work with Operations to fix recurring service gaps (speed of service, order accuracy,
  hygiene, ambience).
  Work with D2C/App/Aggregator teams to resolve digital ordering and delivery experience
  issues.
  Share voice-of-guest insights with Marketing, Culinary, and New Product Development
  teams.
• Reporting Analytics
  Build dashboards and periodic reports on guest satisfaction trends, complaint
  categories, and resolution performance for leadership.
  Present monthly/quarterly guest experience reviews with actionable recommendations.

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