Job Title:Guest Services Manager

Location: Flexible

Salary:    Up to £50,000

Are you passionate about representing the voice of the customer? Do you have experience in handling guest feedback and complaints? We are seeking a dynamic and experienced Senior Manager for our Guest Services department to ensure the highest level of guest satisfaction across this reputable QSR business.

Responsibilities of the Guest Services Manager

• Define strategies for acquiring guest feedback, comments, and ratings from various sources.
• Provide timely and effective responses to guest comments, utilizing electronic and verbal communication as appropriate.
• Implement appropriate guest compensation when necessary and track and report on effective guest recovery.
• Manage the collection, compilation, and reporting of feedback and ratings to the business.
• Define and manage the content and presentation of data for various business levels, internally and with the Franchise community.
• Provide analysis and insights to assist in identifying areas for improvement and trends that may impact the business.
• Manage relationships with outside service providers, ensuring Service Level Agreements are met.
• Identify necessary changes in SLAs, propose solutions for approval, and implement changes while monitoring the benefits to the business.
• Proactively identify recurring guest issues, collaborate with relevant departments to address root causes, and monitor changes for effectiveness.

The right Guest Services Manager

• Experience in handling guest feedback, preferably from call centres or customer service arenas.
• Strong analytical and reporting skills.
• Effective communication and collaboration skills.
• Proven ability to drive change and implement solutions.
• Mindset focused on advocating for the guest.

Job Title:Guest Services Manager

Location: Flexible

Salary:    Up to £55,000