Guest Service Manager

Reports to: Chief Operating Officer

With a projected 1,000 cafes in the United States by 2030, Paris Baguette is one of the fastest-growing neighborhood bakery cafés in the world. Our vision is to reestablish the neighborhood bakery café as the heart of the community around the world.  Paris Baguette’s mission is to bring expertly crafted baked and brewed goods through a warm and welcoming bakery café experience that delivers joy to everyone.

If you are someone who has heart, wants to spread joy, nourish community and is ready to rise to the occasion, we are looking for you to join our growing team!

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WHAT WE ARE HUNGRY FOR

The Guest Service Manager is the voice of Paris Baguette’s hospitality. As Guest Service Manager you are responsible for monitoring, analyzing, and responding to guest feedback across all platforms including online reviews, third-party delivery sites, rewards and customer service channels. The ideal candidate is a proactive communicator who blends empathy with brand consistency, turning feedback into meaningful insights that drive operational improvement and guest loyalty.

The ideal candidate will contribute to our vision to re-establish the neighborhood bakery café as the heart of the community around the world.

KNOWLEDGE AND RESPONSIBILITIES

• Monitor and respond to guest feedback across Paris Baguette’s guest feedback platform (Chatmeter) and Rewards platform (Punchh) as well as third-party delivery platforms in a timely, brand-aligned manner.
• Manage guest service inboxes “contact us@ and rewards@” and ticketing systems for corporate and franchised locations.
• Monitor corporate call-line for guest inquiries and respond to or filter to appropriate departments.
• Craft personalized, professional, and empathetic responses to both positive and negative reviews that reinforce Paris Baguette’s brand voice and values.
• Partner with café operations and franchise support teams to address escalated issues and identify recurring themes.
• Manage a central log of guest feedback and resolution actions to ensure accountability and closure.
• Liaise with marketing team to resolve any social media escalations.
• Maintain consistency of Paris Baguette’s tone and messaging across guest sentiment platforms.
• Collaborate with Marketing and Operations to refine messaging and share success stories or recurring service challenges.
• Track and report online sentiment trends including competitor analysis to leadership, highlighting opportunities for training, policy, or product improvement.
• Partner with the Operations leadership, including District Managers to identify and coach cafés on guest experience opportunities.
• Provide monthly reports summarizing guest sentiment by region, theme, and category (product quality, service, environment, etc.).
• Partner with the Training Department to include guest sentiment and complaint resolution modules in leadership training.
• Help establish and maintain service response SLAs and guest communication guidelines.
• Other duties may be assigned.

WHAT YOU NEED TO HAVE

• Bachelor’s degree in communications, Hospitality, or related field preferred.
• At least 2 years of experience in customer service, and or brand reputation within retail, hospitality, or food service.
• Exceptional written communication skills and attention to tone and brand detail.
• Strong analytical skills to interpret feedback trends and propose actionable improvements.
• Experience with review management tools
• Collaborative mindset with a passion for guest satisfaction and operational excellence.
• Passion for people! Dynamic and engaged leader who has a passion for empowering, inspiring, motivating & developing team members.
• Exceptional organizational and communication skills with the ability to effectively balance priorities and deliver results in a fast-paced, ever-changing, and highly entrepreneurial environment.
• Feedback is a gift! Ability to provide constructive feedback and recognition to every member of the organization, to ensure we have an open and transparent culture of high-performance standards.
• High emotional intelligence with the ability to work with, and manage diverse teams by being highly empathetic, intuitive, self-motivated and driven.
• Teams Win! Has to be a team player who fosters a collaborative and engaged teamwork environment.
• Being a Brand Ambassador, with an excellent knowledge of and commitment to Paris Baguette’s Mission, Vision, Brand Values and Culture.

SWEET BENEFITS

• Competitive compensation
• Free Cake for your Birthday
• Medical, Dental, Vision benefits
• 401K Retirement Plan
• Paid time off, paid Holidays
• High Performance Culture