Guest Relations Specialist

Steele Brands Management LLC; Wayzata (MN); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k)

Paid Time Off

Meal Discounts

Job summary

Steele Brands Management LLC, the support center for Crisp & Green and Puralima, seeks a Guest Relations Specialist. You will be the voice of the guest, resolving concerns and turning feedback into better in-restaurant experiences.

You’ll support restaurant teams, track trends, and contribute to guest communications. A 2+ year background in guest relations or hospitality, with strong writing, empathy and organizational skills, is preferred.

Qualifications

• 2+ years in guest relations, customer experience, hospitality or restaurant operations.
• Restaurant, retail or multi-unit experience strongly preferred.
• Excellent writing: turn an upset guest into a loyal one by email.
• Calm, empathetic problem-solving when conversations get tough.
• Organized, detail-oriented and able to juggle priorities in a fast-paced environment.
• Spot patterns in feedback and turn them into practical recommendations.

Responsibilities

• Guest relations and recovery: respond to feedback, reviews and loyalty questions within SLAs.
• Restaurant support: assist General Managers and teams with resources and training materials.
• Insights and reporting: track guest experience metrics and share recommendations with leadership.

Skills

Guest relations

Writing

Problem solving

Organization

Empathy

Tools

Microsoft Office

Guest feedback platform

Job description

Description

Steele Brands Management is the Support Center for Crisp & Green and Puralima, two fast-casual concepts built around fresh, feel-good food. We support corporate and franchise restaurants across multiple states. As our Guest Relations Specialist, you’re the voice of the guest for both brands. You make sure every guest who reaches out feels heard, and you turn what they tell us into better experiences in our restaurants.

What your week looks like

• About 50%: responding to guest feedback, reviews and loyalty questions, and making it right when something goes wrong
• About 30%: supporting our restaurant teams with hospitality resources, field feedback follow-up and training materials
• About 20%: tracking trends and reporting what guests and teams are telling us

What you’ll do

Guest relations and recovery

• Respond to guest feedback, reviews, web comments and social referrals within our service-level expectations.
• Resolve guest concerns with thoughtful, personal recovery that brings guests back.
• Handle loyalty questions, including point adjustments, account issues and reward redemptions.
• Escalate complex concerns to the right field and Support Center leaders, and follow through to resolution.
• Keep accurate records of guest interactions, and flag duplicate or fraudulent claims.

Restaurant support

• Be a go-to hospitality resource for General Managers and restaurant teams.
• Collect and organize feedback from field teams, spot recurring issues, and work with other teams on lasting fixes.
• Keep hospitality training materials, job aids and resource libraries (SharePoint) current.
• Contribute guest and hospitality content to field communications such as Weekly Updates and CRISP Focus.
• Coordinate logistics for guest-facing tests and pilot programs.

Insights and reporting

• Track guest experience metrics and trends across restaurants and markets.
• Share regular reports and clear recommendations with Operations, Marketing, Training and leadership.
• Help build guest experience scorecards and dashboards.

Why join us

• Medical, dental and vision insurance
• 401(k)
• Paid time off
• Meal discounts at Crisp & Green and Puralima
• A small, growing Support Center where your work is visible and your ideas get used

Requirements

What you bring

• 2+ years in guest relations, customer experience, hospitality or restaurant operations
• Restaurant, retail or multi-unit experience strongly preferred
• Excellent writing: you can turn an upset guest into a loyal one by email
• Calm, empathetic problem-solving when conversations get tough
• Organized, detail-oriented and comfortable juggling priorities in a fast-paced environment
• Ability to spot patterns in feedback and turn them into practical recommendations
• Microsoft Office skills; experience with [guest feedback / loyalty platform] or similar tools is a plus