Guest Relations Coordinator

KFC Corporation; Irvine (CA); Hybrid; USD 31,684 - 33,062; Full time

Benefits offered by this job

Hybrid work schedule

Vacation and sick days

Paid holidays

Job summary

The Habit Restaurants, LLC in Irvine, CA is seeking a Guest Relations Coordinator to manage guest feedback across phone and digital channels, coordinate service recovery, and document insights for operational improvements.

You will work with District Managers, restaurant teams, and external vendors to ensure timely resolution of concerns and identify trends that enhance the guest experience. This role emphasizes strong communication and multitasking in a fast-paced environment.

Qualifications

• Proficient in Microsoft Office Suite and related systems.
• 1-2 years of experience working in a call center environment strongly preferred.
• Strong ability to positively communicate with Habit guests and Operations team.
• Strong project management skills.
• Ability to multi-task and strong time management skills.

Responsibilities

• Field phone and website complaints, comments and feedback regarding guest experiences
• Assist with guest recovery including mailing Chartickets and/or reimbursements
• Analyze guest comments /complaints and provide feedback to District Managers and field to improve overall experience
• Reach out to District Managers to contact Restaurant managers directly when needed
• Summarize guest experience in guest relations services database to track complaints/comments
• Participate in cross-functional initiatives from planning through execution to ensure best in class guest satisfaction
• Collaborate with external vendor partners to optimize guest experience

Skills

Microsoft Office

Call center experience

Communication skills

Project management

Time management

Job description

JOB SUMMARY

The Guest Relations Coordinator serves as a key point of contact for guest feedback and issue resolution. This role is responsible for managing guest communications across phone and digital channels, coordinating service recovery efforts, and documenting insights to improve the overall guest experience. The Coordinator partners closely with District Managers, restaurant teams, and external vendors to ensure timely resolution of concerns and identify trends that will assist with operational improvements.

ESSENTIAL JOB FUNCTIONS

• Field phone and website complaints, comments and feedback regarding guest experiences
• Assist with guest recovery including mailing Chartickets and/or reimbursements
• Analyze guest comments /complaints and provide feedback to District Managers and field to improve overall experience
• Reach out to District Managers to contact Restaurant managers directly when needed
• Summarize guest experience in guest relations services database to track complaints/comments
• Participate in cross-functional initiatives from planning through execution to ensure best in class guest satisfaction
• Collaborate with external vendor partners to optimize guest experience

SKILLS AND KNOWLEDGE REQUIREMENTS

• Proficient in Microsoft Office Suite and related systems
• 1-2 years of experience working in a call center environment strongly preferred
• Strong ability to positively communicate with Habit guests and Operations team
• Strong project management skills
• Creative, detail oriented and proactive in all areas of work
• Relationship oriented, personable with demonstrated success in developing effective relationships with managers, staff, public and guests
• The ability to be constructive and neutral in adverse situations
• Able to manage multiple projects and deadlines in a fast-paced environment implementing exceptional detail orientation and organizational skills
• Ability to work independently and manage programs self-sufficiently
• Ability to multi-task and strong time management skills
• Proficient in business etiquette in all forms of communication

COMPENSATION

Hourly Pay Range: $23.50 to $24.00 hourly.

This is the expected hourly range for this position. Ultimately, in determining pay, we'll consider the successful candidate’s location, experience, and other job-related factors.

At Yum! Brands and at The Habit Restaurants, LLC, one of our core values is to Believe in ALL People. This means seeing the value in everyone and unlocking their full potential to be their best self. The Habit Restaurants, LLC is proud to be an equal opportunity employer and is committed to equity, inclusion, and belonging for all dimensions of diversity. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other protected characteristic. We are committed to working with and providing reasonable accommodation to applicants with disabilities or special needs.

US Job Seekers/Employees - Click here to view the “Know Your Rights” poster and supplement and the Pay Transparency Policy Statement.

Employment eligibility to work with Yum! in the U.S. is required as the company will not pursue visa sponsorship for this position.

BENEFITS

Competitive base pay with benefits including:

• Up to 4 weeks of vacation per year plus additional sick days
• Hybrid work schedule and year-round flex day Friday
• Up to 10 Paid Holidays + 1 Floating holidays
• The company provided Recharge Days to unplug and reenergize
• Competitive bonus program for eligible roles
• Recognition-based culture.

FAMILY BENEFITS:

• Comprehensive medical, dental, and vision benefits including prescription drug benefits & 100% preventative care starting on Day 1
• Healthcare and dependent care flexible spending accounts
• Employee Assistance Program available to all employees and their dependents
• Generous parental leave
• Onsite Childcare through Bright Horizons

ADDITIONAL PERKS:

• 401(k) benefit plan with a 6% matching contribution
• Up to 2 Paid Days to Volunteer for any non-profit or charitable organization important to you
• Access to LinkedIn Learning

NOTE: This job description is not intended to be all-inclusive. Team Members may perform other related duties as negotiated to meet the ongoing needs of the organization.