Brand Ambassador

BBQ Holdings, Inc.; Vancouver (WA); On-site; USD 42,000 - 56,000; Full time

Job summary

BBQ Holdings, Inc. seeks a Brand Ambassador to support Guest Relations as a subject-matter expert for Papa Murphy's and BBQ Holdings brands. You will manage guest contacts across phone, email, live chat, and other channels, delivering a consistent, positive guest experience with urgency and empathy.

In this role you will investigate concerns, document cases, and collaborate with restaurant operators and internal teams to remove barriers to resolution while upholding brand voice and policies.

Qualifications

• 2+ years experience in guest relations, customer service, restaurant operations, hospitality, or related field.

Responsibilities

• Serve as the Guest Relations subject-matter expert for assigned restaurant brands, maintaining knowledge of menus, promotions, loyalty programs, policies, and service standards.
• Assist guests by phone, email, live chat, and other supported communication channels.
• Keep the guest at the center of every interaction by responding with urgency, empathy, professionalism, and a solution-focused approach.
• Manage guest cases from initial contact through resolution, including research, communication, recovery, follow-up, and complete case documentation.
• Ensure all guest communications are accurate, personalized, timely, and consistent with the appropriate brand voice.
• Partner with restaurant managers, franchisees, field leaders, and internal departments to investigate concerns and remove barriers to resolution.
• Provide guest recovery solutions within established guidelines and escalate higher-risk concerns according to procedures.
• Identify recurring guest concerns and share trends with Guest Relations leadership.
• Provide brand guidance, case support, and coverage across the Guest Relations team based on business needs.

Skills

Guest relations

Customer service

Communication

Time management

Empathy

Attention to detail

Organizational skills

MS Office

Independent work

Collaboration

Tools

MS Office

Job description

The Brand Ambassador supports the Guest Relations team as a subject-matter expert for assigned Papa Murphy's and BBQ Holdings restaurant brands. This role manages guest contacts, provides administrative support, and partners with restaurant and field leadership to deliver a consistent and positive guest experience.

Brand Ambassadors are expected to approach every interaction with a "Yes is the answer. What is the question?" mindset. This means looking for solutions, taking ownership, and removing barriers whenever possible while operating within company guidelines. The guest must remain at the center of every decision and action.

This role requires a strong sense of urgency. Guest concerns must receive rapid attention, clear communication, and timely resolution. When an immediate solution is not available, the Brand Ambassador is responsible for keeping the guest informed and ensuring the concern continues moving toward resolution.

Primary Accountabilities

• Serve as the Guest Relations subject-matter expert for assigned restaurant brands, maintaining knowledge of menus, promotions, loyalty programs, policies, and service standards.
• Assist guests by phone, email, live chat, and other supported communication channels.
• Keep the guest at the center of every interaction by responding with urgency, empathy, professionalism, and a solution-focused approach.
• Manage guest cases from initial contact through resolution, including research, communication, recovery, follow-up, and complete case documentation.
• Ensure all guest communications are accurate, personalized, timely, and consistent with the appropriate brand voice.
• Partner with restaurant managers, franchisees, field leaders, and internal departments to investigate concerns and remove barriers to resolution.
• Provide guest recovery solutions within established guidelines and escalate food safety, legal, security, injury, discrimination, media, and other high-risk concerns according to company procedures.
• Identify recurring guest concerns and share relevant trends and opportunities with Guest Relations leadership.
• Provide brand guidance, case support, and coverage across the Guest Relations team based on business needs.

Experience

KNOWLEDGE, SKILLS, & ABILITIES:

• 2+ years experience in guest relations, customer service, restaurant operations, hospitality, or a related field.

Skills / Competencies / Certifications

• Evening and weekend availability based upon business needs
• Strong written and verbal communication skills.
• Ability to communicate with empathy while remaining clear, professional, and solution-focused.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong sense of urgency and commitment to timely follow-up.
• Sound judgment and the ability to elevate sensitive concerns appropriately.
• Comfortable working with guest relations platforms, reporting tools, and Microsoft Office applications.
• Ability to work independently and collaborate effectively with restaurant operators and internal partners.