Customer Experience (CX) Manager

RVD Food Inc.; Parañaque; On-site; PHP 502,200 - 725,400; Full time

Job summary

A renowned food and beverage company is seeking a skilled Customer Experience Manager to elevate service standards and enhance guest experiences in their restaurants. The successful candidate will define Service Level Standards, conduct staff training, and manage guest feedback strategically. This position requires a minimum of 5-7 years in a CX role with a deep understanding of hospitality. Exceptional communication skills in English and Tagalog are essential, along with the flexibility to work during peak times.

Qualifications

• 5-7 years of experience as a CX Manager or in a similar role.
• Deep understanding of hospitality nuances and service standards.
• Ability to translate data into strategic action.

Responsibilities

• Define end-to-end Service Level Standards.
• Conduct training sessions for restaurant staff.
• Perform regular CX audits to ensure service quality.
• Analyze guest feedback and develop strategies for improvement.

Skills

Customer experience management

Service quality assurance

Training and coaching

Analytical skills

Communication skills

Flexibility

Job description

Customer Experience (CX) Manager

Reports to: Head of Corporate Support Division

Industry: Food & Beverage / Hospitality

The Role

We are looking for a high-energy, detail-oriented Customer Experience (CX) Manager to lead the charge in elevating our brand's service standards. You won’t just be managing—you’ll be the architect of our "guest-first" culture.

Your mission is to bridge the gap between back-of-house operations and front-of-house hospitality, ensuring every diner leaves with a story worth sharing. From setting the "gold standard" for service to turning online feedback into actionable winning strategies, you will be the pulse of our customer journey.

Key Responsibilities

1. Service Level Standards (SLS) Architecture

• Define and document end-to-end Service Level Standards (from the moment a guest books a table to the moment they leave).
• Develop standardized "Brand Scripts" and service touchpoints that reflect the unique personality of our restaurant.

2. Training & Performance Coaching

• Conduct hands-on training sessions for restaurant team members on service etiquette, upselling, and conflict resolution.
• Act as a mentor to floor supervisors, providing real-time coaching during peak hours to ensure service remains seamless.

3. Quality Assurance & Auditing

• Conduct regular, unannounced CX Audits across all branches/outlets.
• Utilize checklists to evaluate staff grooming, table turnover efficiency, and adherence to established SLS.
• Generate monthly performance reports for management, highlighting wins and areas for improvement.

4. Reputation Management & Strategy

• Monitor and analyze Google Reviews, TripAdvisor, and social media feedback daily.
• Identify recurring pain points or trends in guest feedback.
• Develop and cascade "Improvement Roadmaps" to the operations team to proactively address negative trends and amplify positive ones.

Qualifications

• Experience: At least 5-7 years as a CX Manager, Guest Relations Manager, or Front Office Supervisor, specifically in a Hotel F&B environment, Aviation, or a premium Restaurant Group.
• Industry Knowledge: Deep understanding of Filipino hospitality nuances combined with international service standards.
• Analytical Skills: Ability to translate raw data (such as star ratings and review text) into a strategic action plan.
• Communication: Exceptional verbal and written English and Tagalog; ability to command a room during training sessions.
• Flexibility: Willingness to travel between restaurant locations and work during peak periods (weekends/holidays) as needed.