Guest Relations Representative

2 weeks ago

Tampa, United States Bloomin' Brands Full time

As a Guest Relations Representative, you will play a pivotal role in ensuring an exceptional dining experience for our guests. This position requires a unique blend of restaurant operations expertise, guest/client service proficiency, social media community management skills, and a keen ability to analyze guest trends. This position will also be extensively involved in social media community management, helping to create and adjust the tone of our responses, while building brand advocates online. If you are passionate about delivering unparalleled service in a large multi-unit dining environment and possess a strategic approach to enhancing guest satisfaction, we invite you to apply for this exciting opportunity. This role is a key function that helps support restaurants in real-time, therefore, some night and weekend availability is required.

Your typical day in this role may include:
•Answering phone calls from guests about promotions, menus and hours, and dining experience feedback.
•Responding to guest emails regarding the topics above.
•Interacting with guests on social media, across various channels, with the goal to enhance our online communities and protect brand reputation.
•Generating and analyzing reports on guest feedback trends, restaurant recovery performance, and more.
•Escalating sensitive situations to manager, PR, legal, or Employee Relations contacts.
•Researching sensitive guest topics, quantifying feedback, and making recommendations to leadership.

Essential Duties

Restaurant Operations Knowledge:
•Demonstrate a comprehensive understanding of restaurant operations, including front-of-house and back-of-house processes.
•Collaborate with various departments to streamline guest services and contribute to the overall efficiency of restaurant operations.

Guest Services:
•Provide personalized and attentive service to guests in an omni-channel environment, ensuring their needs are met and expectations exceeded. Channels include, but are not limited to: phone, email, mail, social media, and review sites.
•Handle guest inquiries, concerns, and feedback with professionalism and a commitment to resolving issues promptly and with elevated measures.
•Toggle seamlessly between multiple brand voices and tactics, ensuring the unique brand purpose is at the center of every

interaction.

Social Media Community Management:
•Assist in building the online tone and voice of the brand while engaging with guests through online communities, responding to comments and direct messages in a timely and professional manner.
•Support and enhance the strategy for social media brand engagement and reputation.
•Cultivate an omni-channel mindset to meet guests where they want to interact.
•Willingness to monitor and respond to social comments during evenings and weekends.

Guest Trend Analysis:
•Utilize data and feedback to conduct in-depth analysis of guest trends and preferences.
•Collaborate with management to identify opportunities for improvement and innovation in service offerings based on guest insights.
•Stay informed about industry trends and competitor activities to ensure Bloomin' Brands remains at the forefront of the dining experience.

Additional Responsibilities:
•Perform administrative tasks within various tools as directed by manager; act as liaison with vendors as directed by manager.
•Additional projects or tasks as business needs evolve.

Requirements

Experience:
•2- 3 years of experience in Casual or Fine Dining multi-unti restaurant operations.
•2- 3 years of experience in guest service or client service; call center experience preferred (may be concurrent with

restaurant operations experience).

Skills:
•A strong passion for providing exceptional service and creating memorable guest experiences.
•Strong social media management skills, including experience with platforms such as Instagram, Facebook, Twitter, and review sites. Ability to navigate these platforms natively.
•Demonstrated creative writing skills for a social media audience; ability to expertly craft a variety of responses on similar topics.
•Analytical mindset with the ability to interpret and apply guest trend data.
•Excellent communication and interpersonal skills.
•Advanced knowledge with Zendesk or other guest contact platforms, preferred
•Availability and willingness to work evenings, weekends, and holidays as needed.

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