Sr. Manager, Guest Insights & Experience

DIN TAI FUNG RESTAURANTS
Job Title: Sr. Manager, Guest Insights & Experience Compensation: $131,500 - $164,000 Annual SalaryThe base salary or hourly wage range for this role will vary based on multiple factors, including but not limited to prior experience, relevant expertise, current business needs, and market factors. Range is not inclusive of potential bonus or benefits. Your recruiter can share more information about the salary range and other factors during the hiring process.
Location: Hybrid, Din Tai Fung - Corporate Office in Arcadia, California
About Us:Din Tai Fung, a globally acclaimed culinary icon renowned for the art of Xiao Long Bao, is on a mission to create first-class dining experiences through its unwavering commitment to excellence in food, service and ambiance. Originally founded as a cooking oil retail business in Taiwan in 1958 by Bing-Yi Yang and his wife, Pen-Mei Lai, Din Tai Fung was reborn into a humble dumpling and noodle shop in 1972. Today, the Michelin-recognized restaurant brand continues to be family-owned and passed down through generations, with more than 170 locations in 13 countries worldwide.
Since its founding, Din Tai Fung has become synonymous with quality and consistency and known for its warm hospitality and delicacies with authentic flavors. Entering the North America market in 2000, the restaurant brand opened its first U.S. location in Arcadia, California and has 16 locations to-date, offering an upscale yet inviting cultural dining experience. With each restaurant, each interaction, and each bite, DTF aims to bring people together to inspire appreciation of culture.
Benefits and Perks:

• Competitive Pay & Benefits
• Employer Contribution for individuals and eligible dependents' medical insurance
• Dental, Vision, and Life Insurance 
• Health Savings Account (HSA)
• Commuter Spending Accounts
• 401(k) Plan with company match 
• Employee Assistance Program
• Discounts through BenefitHub
• Employee Meal Discounts 
• Paid Time Off (PTO) to support work-life balance (accrued based on length of service)
• Paid Sick Leave (PSL) to care for your health or loved ones
• Quarterly Wellness Days - extra time off to recharge every season
• Car Allowance (keep or remove depending on position)
• Bonus Eligible (keep or remove depending on position)
• Opportunities for growth; we love promoting within

About the Role:The  Guest Insights and Experiences leader leads the voice of the guest (VoG) function, including guest services contact center, VIP relations, and guest experience measurement strategy to capture, analyze and leverage guest feedback across various channels to enhance guest satisfaction and support overall business performance. They work closely with various departments to ensure that guest insights are integrated into decision-making processes. Ideal candidate is data-driven in tracking guest service metrics, yet tactful when it comes to guest communications and issues management, owning high-risk guest issues and recovery. They are passionate about coaching and guiding junior team members and have proven success with growing a team.
Responsibilities:

• Manage and develop Guest Experiences representatives, ensuring high-quality guest interactions and overseeing training and development of the team to ensure optimal performance measured against set KPIs.
• Lead the management and resolution of priority and high-risk guest issues across various platforms, including strategic guest recovery programs, SOP development, escalation process, cross-functional and executive team communications, and message crafting.
• Use analytics to identify trends, predict challenges, and derive actionable insights for various functions (Operations, Marketing, Learning & Development, HR, Finance, etc.) from guest feedback and behavior data, including NPS, CES, CSAT, OSAT
• Develop and execute a comprehensive Voice of the Guest strategy aligned with our brand’s objectives and growth goals, including implementing the best VoG tools and technologies from pilot to launch
• Lead and build VIP guest programs in partnership with marcom team to elevate guest experience and grow loyalty, including special event coordination, concierge communications, and reservations management.
• Create and present insights reports to cross functional team and executive leadership team 

Job Requirements:

• Bachelor's Degree in Hospitality, Business, Communications or related field. 
• 7-10 years experience in guest experience, customer service or hospitality management. 
• 3-4 years in a leadership or management role, overseein