What are the responsibilities and job description for the Guest Relations Representative - CSK position at Darden?
Job Overview
The Guest Relations Representative for Cheddar's Scratch Kitchen Restaurants is a friendly and empathetic ambassador for our brand that advocates on behalf of our Guests. They act as a Guest recovery liaison, representing our Guest feedback channels and review sites while working to build brand loyalty. This role assesses the nature of Guests' communications and interacts with Guests who request contact. The Guest Relations Rep researches, initiates, and coordinates corrective actions through Operations Leaders and internal departments in order to recover Guests and facilitate position brand perceptions. They also support Operations Leaders by providing recommendations for effective recovery and collaborates closely with our Social Media team to represent our Brand on social networks and review sites.
Please note: the first 3 months of this role are on-site Monday-Friday at Darden’s Home Office in Orlando, FL to accommodate the required training process. After the training has been completed, there is the opportunity to work remotely up to two days per week as the needs of our business allows. Rotational weekend (scheduled in advance, typically a half day per weekend) is also expected.
Roles And Responsibilities
Provides Guest Recovery Services
The Guest Relations Representative for Cheddar's Scratch Kitchen Restaurants is a friendly and empathetic ambassador for our brand that advocates on behalf of our Guests. They act as a Guest recovery liaison, representing our Guest feedback channels and review sites while working to build brand loyalty. This role assesses the nature of Guests' communications and interacts with Guests who request contact. The Guest Relations Rep researches, initiates, and coordinates corrective actions through Operations Leaders and internal departments in order to recover Guests and facilitate position brand perceptions. They also support Operations Leaders by providing recommendations for effective recovery and collaborates closely with our Social Media team to represent our Brand on social networks and review sites.
Please note: the first 3 months of this role are on-site Monday-Friday at Darden’s Home Office in Orlando, FL to accommodate the required training process. After the training has been completed, there is the opportunity to work remotely up to two days per week as the needs of our business allows. Rotational weekend (scheduled in advance, typically a half day per weekend) is also expected.
Roles And Responsibilities
Provides Guest Recovery Services
- Assesses Guest situations, probes for information and determines effective resolutions to issues
- Composes written responses to Guests that support company policy and principles
- Proactively contacts Guests as needed for clarity and investigation of issues
- Communicates company and brand standards
- Advises Operations Leaders (e.g. Restaurant Managers, MPs, and Directors of Operations) on recommendations for Guest recovery actions
- Ensures accurate completion of all administrative responsibilities and consistency of documentation in Guest response database
- Provides insight to improve the Guest experience by monitoring and evaluating contact trends
- Lead special responsibilities as applicable (e.g. fulfillment, systems maintenance, etc.)
- Expected to develop a deep understanding of the Cheddar’s brand to determine appropriate and effective resolution of Guest issues
- Ensures responses are empathetic, appropriate and consistent with brand strategy and voice, particularly on key social media channels
- Recognizes general trends among Guest contacts to bring visibility to emerging issues
- Customizes responses to Guests' issues and concerns through appropriately personalized responses
- Communicates up-to-date Operations procedures, policies, or changes to team members
- 3 years of experience with substantial contact with the public involving conflict resolution and problem-solving
- Upbeat, outgoing and empathetic demeanor with proactive, can-do attitude
- Experience with Guest/customer interaction across a variety of feedback channels, including live chat and social media (both social networks and key customer review sites)
- Superior written communication skills with ability to creatively respond to Guest concerns and questions; able to consistently demonstrate excellent grammar and spelling
- Superior verbal communication skills with ability to win confidence and trust over the telephone
- Excellent listening and comprehension skills over the telephone
- Knowledge and comfort with the use of computers, including proficiency in MS Word and MS Outlook
- Willingness and ability to learn the Guest response system (Emplifi), and multiple auxiliary programs
- High School diploma or equivalent required
- Professional demeanor with superior conflict resolution and problem-solving skills
- Expert organizational skills with ability to prioritize and handle multiple tasks
- Ability to interact effectively with all levels of organization and diverse people and understand different perspectives
- A ‘Being of Service’ personal philosophy
- Must be willing and able to work weekend shift as pre-scheduled
- Proficiency with MS Excel and MS PowerPoint
- College coursework preferred
- Restaurant operations experience, preferably in full-service, casual dining restaurant, or demonstrated extensive knowledge of Full-service restaurant operations gained in a support position
