COREcruitment
Job Summary by the Career Balance Team:
A reputable QSR business is looking for a Guest Services Manager to ensure the highest level of guest satisfaction. The manager will be responsible for acquiring guest feedback, providing timely responses, implementing compensation when necessary, and managing the collection and reporting of feedback. They will also analyze data to identify areas for improvement and trends, manage relationships with service providers, and address recurring guest issues. The ideal candidate will have experience in handling guest feedback, strong analytical and communication skills, and a mindset focused on advocating for the guest. The salary for the position is up to £55,000.
Job Description:
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
Location: Glasgow City
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