Guest Relations Representative

As a Guest Relations Representative, you will play a pivotal role in ensuring an exceptional dining experience for our guests. This position requires a unique blend of restaurant operations expertise, guest/client service proficiency, social media community management skills, and a keen ability to analyze guest trends.

This position will also be extensively involved in social media community management, helping to create and adjust the tone of our responses, while building brand advocates online. If you are passionate about delivering unparalleled service in a large multi-unit dining environment and possess a strategic approach to enhancing guest satisfaction, we invite you to apply for this exciting opportunity. 

Note: This candidate should be based in the Southeast United States (FL, GA, TN, AL, NC, SC, or KY). This position is remote with occasional travel to the Restaurant Support Center in Tampa, FL.

RESPONSIBILITIES:

Restaurant Operations Knowledge:

• Demonstrate a comprehensive understanding of restaurant operations, including front-of-house and back-of-house processes.
• Collaborate with various departments to streamline guest services and contribute to the overall efficiency of restaurant operations.

Guest Services:

• Provide personalized and attentive service to guests in an omni-channel environment, ensuring their needs are met and expectations exceeded. Channels include, but are not limited to: phone, email, mail, social media, and review sites.
• Handle guest inquiries, concerns, and feedback with professionalism and a commitment to resolving issues promptly and with elevated measures.
• Toggle seamlessly between multiple brand voices and tactics, ensuring the unique brand purpose is at the center of every interaction.

Social Media Community Management:

• Assist in building the online tone and voice of the brand while engagings with guests through online communities, responding to comments and direct messages in a timely and professional manner.
• Support and enhance the strategy for social media brand engagement and reputation.
• Cultivate an omni-channel mindset to meet guests where they want to interact.
• Willingness to monitor and respond to social comments during evenings and weekends.

Guest Trend Analysis:

• Utilize data and feedback to conduct in-depth analysis of guest trends and preferences.
• Collaborate with management to identify opportunities for improvement and innovation in service offerings based on guest insights.
• Stay informed about industry trends and competitor activities to ensure Bloomin’ Brands remains at the forefront of the dining experience.

Additional Responsibilities:

• Perform administrative tasks within various tools as directed by manager; act as liaison with vendors as directed by manager.
• Additional projects or tasks as business needs evolve.

REQUIREMENTS:

• 2- 3 years of experience in Casual or Fine Dining multi-unit restaurant operations.
• 2- 3 years of experience in guest service or client service; call center experience preferred (may be concurrent with restaurant operations experience).
• A strong passion for providing exceptional service and creating memorable guest experiences.
• Strong social media management skills, including experience with platforms such as Instagram, Facebook, Twitter, and review sites. Ability to navigate these platforms natively.
• Demonstrated creative writing skills for a social media audience; ability to expertly craft a variety of responses on similar topics.
• Analytical mindset with the ability to interpret and apply guest trend data.
• Excellent communication and interpersonal skills. Zendesk experience is a plus.
• Flexibility to work evenings, weekends, and holidays as needed.

The expected annual salary range for this position is between $45000 - $50000/year, with potential for bonus based on eligibility and other business factors. The base pay offered will vary depending on market location, job-related knowledge, skills, and experience. Bloomin' Brands offers benefits such as medical, dental, vision, and 401k. Further details around eligibility and additional benefit offerings can be found at BloominBrandsBenefits.com.

We value diversity and are proud to be an Equal Opportunity Employer. We are committed to providing all individuals employment consideration regardless of race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information or any other protected characteristic under applicable law. 

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