Guest Care Advisor – Temporary
Panda Restaurant Group
Summary of Job Scope and Expectations:
The Guest Care Advisor role resides in Panda’s Guest Relations group within the Marketing department, and is responsible for customer service responding to incoming guest inquiries, questions, comments, and commendations and resolving guest issues in the best manner possible to create a win win for the guest and for Panda Restaurant Group. This position forwards serious complaints or issues to the Guest Relations Manager, Risk Management and/or QA/QC for resolution.
The essential functions in this job description are not all-inclusive of this job’s duties and responsibilities. Reliable and dependable attendance is required.
Provides well documented and researched responses to Panda guests in response to their communications received via email, phone, web, and mail.
Forwards guest feedback to appropriate Operations leaders and resolves guest issues to create a win/win for the guest and for PRG, resolving guest concerns in a way that transforms an unsatisfied customer into a loyal one who recommends Panda to others.
Identifies problems, creates accurate documentation, and clearly communicates with Operations management, providing input into short-term and long-term solutions for a better guest experience. Tracks recurring issues related to food quality, service, or conduct and provides to specific locations as appropriate.
Forwards serious complaints or issues to the Guest Relations Associate Manger or Manager, Risk Management and/or QA/QC for resolution.
Performs administrative tasks in support of the Guest Relations team as requested.
Bachelor’s degree preferred
Minimum one year of customer service experience or equivalent, preferably in a retail/hospitality operations environment
Successful completion of annual store training
Jun 18, 2020, 8:17:01 PM