Guest Experience Advocate

Papa Murphy's International; Vancouver (WA); On-site; USD 40,000 - 52,000; Full time

Job summary

Papa Murphy's International is seeking a Brand Ambassador to support the Guest Relations team as the subject-matter expert for Papa Murphy's and BBQ Holdings brands. You will manage guest contacts, provide administrative support, and partner with restaurant and field leadership to deliver a consistent, positive guest experience.

This role requires urgency and ownership: resolve guest concerns quickly, communicate clearly, and escalate high-risk issues according to company procedures while

Qualifications

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

Skills

Guest relations

Customer service

Communication

Empathy

Job description

Papa Murphy's International is seeking a Brand Ambassador to support the Guest Relations team as the subject-matter expert for Papa Murphy's and BBQ Holdings brands. You will manage guest contacts, provide administrative support, and partner with restaurant and field leadership to deliver a consistent, positive guest experience.

This role requires urgency and ownership: resolve guest concerns quickly, communicate clearly, and escalate high-risk issues according to company procedures while