Guest Relations Manager

2 weeks ago

Austin TX United States Torchy's Tacos Full time

Guest Relations Manager

The Torchy's legacy began in Austin, Texas in 2006 with an idea, a dedicated executive chef and a food trailer to now operating in dozens of locations across multiple states. OUR MISSION: Be Damn Good. OUR VISION:

Serve people the Best Damn Tacos. OUR WHY: Passion. OUR MOTTO: Devil is in the details.

Heres what we need:

Torchy's Tacos is looking for an outgoing, self-motivated, and organized professional to join our family at our home office in Austin, TX. Ideal candidates should have previous Guest Relations experience, preferably in the restaurant or hospitality industry. They will be responsible for establishing and leading guest relations initiatives for 100+ restaurants across the nation.

What youll be doing:

  • Manage all guest relations, guest feedback, and guest recovery initiatives for Torchys Tacos.
  • Monitor and ensure a response to all guest feedback, complaints, or questions received through the brands internal guest communication platforms including surveys, reviews, email, social media, direct calls, etc.
  • Make independent decisions to best resolve guest concerns, manage workload, and provide Damn Good guest experience with little to no supervision.
  • Partner with the appropriate cross-functional teams, or operations teams, on the desired response, to ensure guests receive accurate information in a timely manner.
  • Develop a database to share with internal teams for ongoing reporting on guest feedback.
  • Analyze feedback and provide strategic direction to continuously improve the guest experience across all restaurants, delivery, off-premise, and online company sales efforts.
  • Manage the Tell Torchy guest satisfaction survey strategy, reporting, resources, and content and oversee the existing partnership.
  • Partner with and support the social media team with daily monitoring & community management (with problem and crisis escalation as needed).
  • Ensure effective measurement of guest satisfaction metrics, gather insights, and make ongoing recommendations to enhance the overall guest experience.
  • Establish and manage all guest relations team infrastructure needs, resources and systems.
  • Communicate guest relations trends to advise leadership on company level, regional level and restaurant level performance trends.
  • Support operations team and coach as needed on effective problem resolution and best practices.
  • Work closely with operations and cross-functional teams to identify guest experience opportunities and develop plans and programs to improve and measure.
  • Stays current on industry trends, best practices, and emerging technologies related to guest relations, and online communication technology.
  • Special projects as assigned.

QUE-SOheres what youll need:

Minimum Qualifications

  • Bachelors degree OR equivalent work experience
  • Strong computer proficiency including Microsoft Office suite and other platforms.
  • Ability and willingness to work flexible hours as needed.
  • Excellent guest service, relationship building, and communication skills both written and verbal with a passion for hospitality.
  • Ability to confidently work independently with little to no supervision.
  • Strong organizational and problem-solving skills.
  • Ability to prioritize multiple tasks and meet deadlines.
  • Strong sense of responsibility and professional presentation.
  • Ability to resolve conflicts in a professional manner.
  • Must have the ability to work independently and under pressure; requires self-discipline, time management, and must be able to meet deadlines and schedules.
  • Experience working in a multiple-team environment with the ability to influence internal and external decision-makers.

Preferred Qualifications

  • Prior restaurant industry or guest relations experience.

Physical Requirements

  • Sits and stands for long periods of time
  • Repeats motions that may include hands, wrists, and/or fingers

Travel

  • Travel is not required for this role

Work Location

  • Remote Optional (Texas based)

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