What are the responsibilities and job description for the Manager, Guest Experience, LAC position at Restaurant Brands International?
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Restaurant Brands International Inc. is one of the world's largest quick service restaurant companies with nearly $45 billion in annual system-wide sales and over 32,000 restaurants in more than 120 countries and territories.
RBI owns four of the world's most prominent and iconic quick service restaurant brands – TIM HORTONS®, BURGER KING®, POPEYES®, and FIREHOUSE SUBS®. These independently operated brands have been serving their respective guests, franchisees and communities for decades. Through its Restaurant Brands for Good framework, RBI is improving sustainable outcomes related to its food, the planet, and people and communities.
RBI is committed to growing the TIM HORTONS®, BURGER KING®, POPEYES® and FIREHOUSE SUBS® brands by leveraging their respective core values, employee and franchisee relationships, and long track records of community support. Each brand benefits from the global scale and shared best practices that come from ownership by Restaurant Brands International Inc.
The Manager, Guest Experience, is responsible for overseeing the Guest Services function across Multiple Brands within Restaurant Brands International (RBI) in the LAC region. The role involves managing all aspects of the Guest Service program to ensure an exceptional guest experience while driving process improvements and operational excellence.
RBI follows a 5 day, in-office work schedule to support collaboration. Successful candidates will be expected to work onsite 5 days per week.
Responsibilities
Restaurant Brands International and all of its affiliated companies (collectively, RBI) are equal opportunity and affirmative action employers that do not discriminate on the basis of race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or veteran status, or any other characteristic protected by local, state, provincial or federal laws, rules, or regulations. RBI's policy applies to all terms and conditions of employment. Accommodation is available for applicants with disabilities upon request.
Restaurant Brands International Inc. is one of the world's largest quick service restaurant companies with nearly $45 billion in annual system-wide sales and over 32,000 restaurants in more than 120 countries and territories.
RBI owns four of the world's most prominent and iconic quick service restaurant brands – TIM HORTONS®, BURGER KING®, POPEYES®, and FIREHOUSE SUBS®. These independently operated brands have been serving their respective guests, franchisees and communities for decades. Through its Restaurant Brands for Good framework, RBI is improving sustainable outcomes related to its food, the planet, and people and communities.
RBI is committed to growing the TIM HORTONS®, BURGER KING®, POPEYES® and FIREHOUSE SUBS® brands by leveraging their respective core values, employee and franchisee relationships, and long track records of community support. Each brand benefits from the global scale and shared best practices that come from ownership by Restaurant Brands International Inc.
The Manager, Guest Experience, is responsible for overseeing the Guest Services function across Multiple Brands within Restaurant Brands International (RBI) in the LAC region. The role involves managing all aspects of the Guest Service program to ensure an exceptional guest experience while driving process improvements and operational excellence.
RBI follows a 5 day, in-office work schedule to support collaboration. Successful candidates will be expected to work onsite 5 days per week.
Responsibilities
- Manage the Guest Service program, including digital and printed survey feedback, call center operations, and social media complaint resolution.
- Oversee Guest Services vendors, ensuring smooth integration with new vendors and adherence to defined SLAs and KPIs.
- Identify and implement improvements to macros and reporting systems to optimize program performance across our brands.
- Collaborate cross-functionally with teams such as Digital, Marketing, Nutrition, Supply Chain, and Retail to align guest feedback with business strategies.
- Analyze guest sentiment data and present insights on major initiatives, campaigns, and programs to the Leadership Team.
- Develop and maintain vendor and restaurant-facing training programs focused on Guest care and hospitality.
- Lead the identification of process and program improvement opportunities to ensure timely and effective handling of guest inquiries.
- Bachelor’s degree required, ideally in Business Management or Hospitality; MBA preferred.
- 3 years of experience in Guest Services and restaurant operations.
- Ability to distill and analyze large amounts of data, extracting actionable insights.
- Advanced proficiency in Microsoft Excel, with skills in PowerPoint, Word, and Outlook.
- Self-starter with strong time management skills and the ability to handle multiple projects effectively.
- Strong presentation and communication skills.
- Results-oriented with a strong sense of ownership and accountability.
- Highly curious and eager to identify innovative solutions for enhancing the guest experience.
- Collaborative team player with a proactive and positive attitude.
- Excels under time pressure and is highly motivated to deliver exceptional results.
- This position requires conducting business operations across the Latin America region. To perform the essential functions of this role, fluency in both English and Spanish is required.
Restaurant Brands International and all of its affiliated companies (collectively, RBI) are equal opportunity and affirmative action employers that do not discriminate on the basis of race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or veteran status, or any other characteristic protected by local, state, provincial or federal laws, rules, or regulations. RBI's policy applies to all terms and conditions of employment. Accommodation is available for applicants with disabilities upon request.
Salary : $45