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. 

As the Guest Services Manager, you will: 

• 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. 

Minimum Requirements: 

• 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 (Zendes