Brand Experience Specialist – Guest Relations

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

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.