Hospitality Representative

2 months ago


New York, New York, United States Shake Shack Full time

We Stand For Something Good


Our secret to leading the way in hospitality? We put our people first

At Shake Shack, our mission is to Stand For Something Good in all that we do. You'll learn lifelong skills and be empowered to make a positive impact—on our business, restaurants, and communities—all at one of the fastest-growing hospitality brands in the world. From our teams to our neighborhoods, we're committed to always doing the right thing.

Our teams are the core of what we do and what we stand for—supporting them is part of our DNA. We'll provide you with learning and growth opportunities to set you up for success in your career. Sharing ideas, having fun, and working collaboratively isn't just preached, it's how we do things every day.

This role requires open availability Monday-Sunday (8:30 am - 9:00 pm) on days, nights, and weekends- and 40 hours per week of availability.

Hospitality Representative

The Hospitality Representative will deliver best-in-class hospitality to guests that engage with Shake Shack through online channels, social media, or review sites via email, text, chat and voice, as well as support our Shacks by handling follow-ups about incidents that happen at our locations. They will support the growth and evolution of the guest experience by documenting the types of inquiries we receive and spotting trends.

Key Responsibilities

Act as the first point of contact for guests that reach out to Shake Shack via email, text, chat, or phone, and ensure each guest receives timely, personalized, and relevant responses, as well as amicable resolutions to their inquires or complaints. Encourage social channel engagement by monitoring channels and interacting with guests. Ensure complaints and suggestions are documented and reported to various Shake Shack departments by accurately updating guest records within our CRM Coordinate with other departments to ensure guests concerns are being handled appropriately. Skills, Knowledge, & Experience Experience working with CRM platforms such as Desk, Salesforce Service Cloud, and Gladly 1+ year of professional customer support experience in food, hospitality and/or lifestyle brand Excellent verbal and written communication skills Full availability, including weekends and PM shifts Ability to take an innovative and creative approach to problem solving Passion for the brand Experience working remotely

Benefits include:

Medical, Dental, and Vision Insurance Transit Discount Program 401K Plan with Company Match Paid Time Off Program Flexible Spending Accounts Employee Dining Program Referral Bonus Online Training Program Career Development Corporate Fitness Discount Programs Choice of Global Cash Card or Direct Deposit

Pay Range - $ $22.72 *The salary paid to a successful applicant will depend on the applicant's experience, qualifications, business needs and resources, and the candidate's location.

About Us

Beginning as a hot dog cart in New York City's Madison Square Park, Shake Shack was created by Danny Meyer, Founder and CEO of Union Square Hospitality Group and best-selling author of Setting the Table. Shack Fans lined up daily, making the cart a resounding success, and donating all proceeds back to the park beautification efforts. A permanent stand was eventually the rest is Shack history With our roots in fine dining and giving back to the community, we are committed to high quality food served with a high level of hospitality. Our team members enjoy a positive work environment that is deeply committed to the philosophy that we "Stand for Something Good."

We are expanding across the U.S. and around the world Join our #ShackFam

Shake Shack is an Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, religion, creed, age (over 40), disability (mental and physical), sex, gender identity, sexual orientation, gender expression, medical condition, genetic information, marital, military and veteran status.

Our company will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable laws.



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