What are the responsibilities and job description for the Regional Guest Experience Manager position at Areas USA, Inc?
Broad Functions: The Regional Guest Experience Manager leads the implementation, training, and management of the Guest Experience Training program, social media Guest feedback and associated recognition programs. They also partner with Operations, Operational Excellence and Marketing on communication, training and action plans related to new unit openings, new programs, policies and procedures that relate to or impact the Guest experience.
Main Duties and Responsibilities:
1. Manages the implementation and training of the Guest Experience program throughout the Areas USA organization. Trains Guest Experience Champions in the field, and Operations teams to coach to the Guest program as well as handle and resolve Guest complaints.
2. Partner with location management on addressing individual Guest issues, upselling, service performance problems, or trending concerns from social media with proposed action plans.
3. Partners with Marketing on upselling/LTO/promo communications as it relates to Guest and Guest metrics, associate success stories, training, etc.
a. Facilitate with operations team to execute programs and monitor metrics.
4. Monitors and reports on Guest satisfaction, like Google/Yelp, and other Guest feedback and metrics to the field and senior management.
5. Supports the implementation, tracks, and audits all reward and recognition programs related to Guest.
6. Collaborates with Operational Excellence to train newly developed, specialized, or featured programs for use in the field.
7. Creates and maintains, in close partnership with the Learning and Development team, training materials based on Brand requirements, New Unit Openings, upskilling and other business initiatives.
8. Coordinates with other appropriate departments as necessary to ensure effective Guest service as well as providing feedback regarding complaints of service or product failure or errors to appropriate personnel for investigation.
9. Majority of your time would be hands-on in field operations.
10. May perform other talent management duties as assigned.
Skills and Qualifications:
1. Minimum of 2 years’ experience in training design and delivery, specifically in the F&B/Hospitality space preferred or minimum 3-5 years in an F&B/Hospitality role required.
2. Associate or bachelor’s degree in human resources, Organizational Development, Communications, or related field a plus.
3. Communication: able to network with employees and deliver training programs, which requires excellence in both writing and verbal communication.
4. Adaptability: able to adapt to changing needs and priorities and stay up to date on training and Guest experiences trends and technologies.
5. Analytical skills: able to analyze skills gaps, guest feedback information for trends, create reports, and assess the effectiveness of training.
6. Change management: able to understand the psychology of change, support people through transitions, and adjust learning & communication strategies.
7. Collaboration: encourage teamwork and a culture of collaboration across all levels of leadership.
8. Needs analysis: able to analyze needs of learners to recommend/create appropriate interventions.
9. Highly motivated individual with guest experience background.
10. Ability to work with a diverse population of associates and managers.
11. Time Management: Superior organizational skills with the ability to prioritize demands for the completion of goals and objectives at the corporate level as well as the field locations.
12. Proficient in Microsoft Office Suite (Word, Excel, Power Point). Experience with virtual classrooms a plus.
13. Experience with social media platforms a plus.
14. Travel is 50% - 75% of the time (depending on location and seasonality).
Physical Demands:
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is required to sit for extended periods of time. This position is performed within an office environment whose duties are primarily performed behind a desk. Employees in these positions frequently operate a computer, read and write, and interact with others in person, over the phone, and via other devices. They move about within the office to access file cabinets, documents, office machinery, and other equipment. They may also have to do some light lifting of supplies and materials from time to time. Occasionally move objects weighing up to 30 lbs., and sometimes, but rarely, up to 50 lbs.
Main Duties and Responsibilities:
1. Manages the implementation and training of the Guest Experience program throughout the Areas USA organization. Trains Guest Experience Champions in the field, and Operations teams to coach to the Guest program as well as handle and resolve Guest complaints.
2. Partner with location management on addressing individual Guest issues, upselling, service performance problems, or trending concerns from social media with proposed action plans.
3. Partners with Marketing on upselling/LTO/promo communications as it relates to Guest and Guest metrics, associate success stories, training, etc.
a. Facilitate with operations team to execute programs and monitor metrics.
4. Monitors and reports on Guest satisfaction, like Google/Yelp, and other Guest feedback and metrics to the field and senior management.
5. Supports the implementation, tracks, and audits all reward and recognition programs related to Guest.
6. Collaborates with Operational Excellence to train newly developed, specialized, or featured programs for use in the field.
7. Creates and maintains, in close partnership with the Learning and Development team, training materials based on Brand requirements, New Unit Openings, upskilling and other business initiatives.
8. Coordinates with other appropriate departments as necessary to ensure effective Guest service as well as providing feedback regarding complaints of service or product failure or errors to appropriate personnel for investigation.
9. Majority of your time would be hands-on in field operations.
10. May perform other talent management duties as assigned.
Skills and Qualifications:
1. Minimum of 2 years’ experience in training design and delivery, specifically in the F&B/Hospitality space preferred or minimum 3-5 years in an F&B/Hospitality role required.
2. Associate or bachelor’s degree in human resources, Organizational Development, Communications, or related field a plus.
3. Communication: able to network with employees and deliver training programs, which requires excellence in both writing and verbal communication.
4. Adaptability: able to adapt to changing needs and priorities and stay up to date on training and Guest experiences trends and technologies.
5. Analytical skills: able to analyze skills gaps, guest feedback information for trends, create reports, and assess the effectiveness of training.
6. Change management: able to understand the psychology of change, support people through transitions, and adjust learning & communication strategies.
7. Collaboration: encourage teamwork and a culture of collaboration across all levels of leadership.
8. Needs analysis: able to analyze needs of learners to recommend/create appropriate interventions.
9. Highly motivated individual with guest experience background.
10. Ability to work with a diverse population of associates and managers.
11. Time Management: Superior organizational skills with the ability to prioritize demands for the completion of goals and objectives at the corporate level as well as the field locations.
12. Proficient in Microsoft Office Suite (Word, Excel, Power Point). Experience with virtual classrooms a plus.
13. Experience with social media platforms a plus.
14. Travel is 50% - 75% of the time (depending on location and seasonality).
Physical Demands:
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is required to sit for extended periods of time. This position is performed within an office environment whose duties are primarily performed behind a desk. Employees in these positions frequently operate a computer, read and write, and interact with others in person, over the phone, and via other devices. They move about within the office to access file cabinets, documents, office machinery, and other equipment. They may also have to do some light lifting of supplies and materials from time to time. Occasionally move objects weighing up to 30 lbs., and sometimes, but rarely, up to 50 lbs.