Remote Guest Experience Specialist

Becomearoadie; Louisville (KY); On-site; USD 38,000 - 46,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

100% paid maternity leave

Paid time off

401(k) with company match

Job summary

Texas Roadhouse in Louisville, KY is seeking a remote Guest Relations Representative to answer calls, resolve guest concerns, and ensure every guest feels valued. The role requires a high school diploma and 6 months to 1 year in hospitality or customer service, with strong communication and empathy.

You will document interactions in ServiceNow, partner with restaurant teams, and escalate complex issues. This position follows EST schedule and offers comprehensive benefits.

Qualifications

• High School Diploma or GED required.
• 6 months to 1 year of experience in restaurant operations, hospitality, guest services, or customer service.
• Strong communication and problem-solving skills.
• Ability to handle sensitive situations with professionalism and empathy.
• Strong attention to detail and organizational skills.
• Proficiency with Microsoft Outlook, Word, and Excel.
• Ability to multitask and prioritize in a fast-paced environment.

Responsibilities

• Answer guest calls with care, professionalism, and genuine concern.
• Document guest interactions accurately using ServiceNow.
• Investigate and resolve guest concerns using sound judgment and available resources.
• Partner with restaurant teams to help achieve successful guest resolutions.
• Escalate sensitive or complex concerns to appropriate departments when needed.
• Assist guests with gift card questions and issue resolution.
• Monitor and respond to social media and online guest feedback opportunities.
• Review and route concerns submitted through the Texas Roadhouse website.
• Generate and share follow-up communications and reporting with restaurant partners.
• Follow up with guests and restaurant teams to ensure timely resolution of open cases.

Skills

Communication

Problem solving

Multitasking

Organization

MS Office

Education

High School Diploma or GED

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Job description

Texas Roadhouse in Louisville, KY is seeking a remote Guest Relations Representative to answer calls, resolve guest concerns, and ensure every guest feels valued. The role requires a high school diploma and 6 months to 1 year in hospitality or customer service, with strong communication and empathy.

You will document interactions in ServiceNow, partner with restaurant teams, and escalate complex issues. This position follows EST schedule and offers comprehensive benefits.