The Guest Relations Representative for the Specialty Restaurants acts as a guest recovery liaison, representing our SR Brands across guest feedback channels - including social media and review sites. Leveraging subject-matter-expertise on one or more Brands and the Guest Recovery process, he/she assesses the nature of guests' communications and interacts with guests who request contact. The Guest Relations Rep researches, initiates, and coordinates corrective actions through Operations Leaders and internal departments in order to restore guest delight and reconnect guests with their local restaurants. He/she also acts as a resource for Operations Leaders by providing recommendations for effective recovery, and collaborates closely with Sr. Social Media Specialists to represent our Brands on social networks and review sites.
ROLES AND RESPONSIBILITIES:
Provides Guest Recovery services
Assesses guest situations, probes for information and determines effective resolutions to issues.
Composes written responses to guests that support company policy and principles.
Proactively contacts guests as needed for clarity and investigation of issues.
Clarifies Darden and brand philosophy on a variety of topics.
Advises Operations Leaders (e.g. Restaurant Managers, GM/MPs, Directors of Operations) on recommendations for guest recovery actions.
Ensures accurate completion of all administrative responsibilities and consistency of documentation in guest response database.
Provides insight to improve the guest experience by monitoring and evaluating contact trends.
Lead special responsibilities as applicable (e.g. fulfillment, systems maintenance, etc.).
Serves as a Guest Recovery Subject Matter Expert
Expected to develop a deep understanding of one or more Brands in order to determine appropriate and effective resolution of guest issues.
Ensures responses are appropriate and consistent with brand strategy and voice, particularly on key social media channels.
Recognizes general trends among Guest contacts in order to communicate commonly cited issues.
Customizes responses to Guests' issues and concerns through appropriately personalized responses.
Communicates up-to-date Operations procedures, policies, or changes at one or more Brands to team members.
REQUIRED TECHNICAL SKILLS:
3+ years of experience with substantial contact with the public involving conflict resolution and problem-solving.
Experience with guest/customer interaction across a variety of feedback channels, including social media (both social networks and key customer review sites).
Superior written communication skills with ability to creatively respond to guest concerns and questions; able to consistently demonstrate excellent grammar and spelling.
Superior verbal communication skills with ability to win confidence and trust over the telephone.
Knowledge and comfort with the use of computers, including proficiency in MS Word and MS Outlook.
Willingness and ability to learn the guest response system (ePowerCenter), and (in future) loyalty program member management system.
High School diploma or equivalent required.
OTHER KEY QUALIFICATIONS:
Professional demeanor with conflict resolution and problem-solving skills.
Expert organizational skills with ability to prioritize and handle multiple tasks.
Ability to interact effectively with all levels of organization and diverse people and understand different perspectives.
A "Being of Service" personal philosophy.
Must be willing and able to work evenings, weekends, and overtime in order to accommodate work volume.
PREFERRED SKILLS AND EXPERIENCE:
Proficiency with MS Excel and MS PowerPoint.
College coursework preferred.
Restaurant operations experience, preferably in full-service, casual dining restaurant, or demonstrated extensive knowledge of full-service restaurant operations gained in a support position.
Ability to verbally express ideas over the telephone.
Ability to listen and understand speech over the telephone.
Darden Restaurants, Inc.