Guest Relations Coordinator

Our Snooze Story

At Snooze, we do breakfast, but different (and this can be updated with the new tag line once the brand work is complete). From Benedicts to Bloodys— and everything in between—we’re always looking to turn your morning upside down (in the best way possible). But our impact goes beyond the plate. With every meal we serve, we’re dedicated to bettering both our communities and our planet. Through Snooze Approved sourcing, we prioritize clean, responsibly sourced ingredients—including cage-free eggs, respect for animal welfare, and no added hormones or antibiotics. We’ve also given back over $1M to our local communities and remain committed to reducing waste through recycling and composting efforts in over half of our restaurants. Our commitment to making the world a brighter place extends to our people—our Snoozers! From the moment you step into our restaurants, we strive to create a safe, welcoming, and transformative workplace where you can bring your best self every day. We know that, just like pancakes, our people are better with passion, purpose, and pride. Will you join us?

What does your role bring to the table?

With the Guest as our true north, the Guest Relations Coordinator (part time) plays a critical role in ensuring the highest level of Guest satisfaction and effectively representing the Snooze brand through consistent and thoughtful interactions with Guests. By responding to inquiries, feedback and questions regarding MySnooze Bennyfits program and other Guest related issues we can ensure all Guests receive a best-in-class breakfast experience. This role will be a brand steward and leader within the Snooze Mothership and in our restaurants and is the primary point of contact for our Guests. They will manage our Guest Experience and reputation through multiple touch points: website, phone, email, reviews, social etc. And this role will be seen as the Guest Relations expert helping us attract, maintain, and recover our Guests. As the voice of the brand to our Guests, this role will not only engage with happy and not so happy Guests but will ensure we capture relevant Guest feedback and share with our operations teams in a way that makes us better. Lastly, this role will require the ability to adapt to the fluid needs of a growing business and possess critical thinking, intellectual curiosity to learn and the ability to manage a project from inception to completion while operating with an entrepreneurial mindset to get the job done with limited resources. The Guest Relations Coordinator role is a critical player in the ever-changing Snooze landscape.

The Position Specifics!

Taking on the role of the Guest Relations Coordinator isn’t just about bacon and pancakes. The responsibilities of this position include:

• Represent Snooze’s compass values across the many different channels (phone, email, website feedback, reviews, social media, etc.) and amplifying our Snooze experience, recover upset Guests and encourage happy Guests to continue frequenting our Snooze restaurants.
• Manage through and address any concerns or inquiries surrounding any topics related to Snooze such as MySnooze Bennyfits program and Snooze restaurant experiences.
• Engage and respond to online reviews and social media post/ messages (direct and public) using Sprinklr and Sprout Social.
• Investigate and discern Guest issues utilizing multiple backend systems based on documented processes and procedures, such as Zendesk, Sprinklr, Punchh, Toast, OLO, SVS and Buy a Tab.
• Identify and recommend process improvements that will help Snooze lead the industry in Guest Experience.
• Represent the Guest Experience at Snooze on a large scale, suggesting best practice for restaurant teams and working alongside Operations and Training Teams to fill in-restaurant gaps.
• Maximize and deliver the output of the guest sentiment information to our Operations Team.
• Identify Guest experience trends and report findings to provide solutions and resolve issues. Manage through those issues from start to finish creating cross-functional dialogue necessary to resolve.
• Provide cross- departmental support as needed (influencer campaigns, activations, local marketing needs, gift card fulfillment, inbox coverage, etc.).
• Interact daily with our Guests, restaurants, and cross-functional teams to accomplish common goals or priorities.
• Responsible for handling escalated concerns from Guests in a professional and efficient manner.
• Identify, assess, and control threats to Snooze. Responds to and manages Risk Management complaints and escalations from Guests by being tactful and assessing the problem thoroughly. This includes addressing guest related injuries, illness or other risk related items.
• Coordinate updates to Guest-facing channels when operational changes occur, such as restaurant closures or system updates, ensuring consistency and accuracy across all platforms.
• Other roles and responsibilities may be requested in order to support the overall goal and priorities of the Brand Marketing Team and Snooze overall.

Is this role the right fit for you?

• Guest service oriented and committed to ensuring every single Guest (past, present, and future) has a wonderful experience at Snooze.
• Ability to adapt to the fluid needs of a growing business
• Problem solving skills and ability to present solutions and demonstrate critical thinking and intellectual curiosity to learn
• Strong communications, organization, and people skills; with a prominent level of accountability
• Adheres to and promotes Snooze Compass values and policies and displays a strong ethical character, capable of handling confidential and sensitive information
• Excellent written and oral communication skills
• Always exhibits positive & upbeat energy and the ability to reflect that energy in written materials
• Ability to multi-task and prioritize tasks based on workload
• Ability to have fun, dance and laugh under/during stressful situations. (Yes, seriously)

Let’s talk Prerequisites! (Education, Credentials, and Experience)

• Must be authorized to work in the United States
• 3 years experience in a Guest Relations role specific to the hospitality industry
• 5 years in customer service in relevant industry
• Proficient in the Microsoft Office suite of computer programs including, but not limited to Word, Excel, PowerPoint, Teams and Outlook

Let’s get Physical! (Additional Requirements)

• Must have the stamina to work 20-30 hours per week (hourly compensation)
• Modified work scheduled required, including weekends (Saturday and Sunday)
• No travel is required for this position, unless a specific project assignment requires travel
• Home base is in Denver, CO at the Snooze Mothership (1 day a week required in office)

The Nitty Gritty Details

Denver Area Compensation Range: $26-$36 per hour

The pay range above represents the low and high end of the Snooze range for this position. Actual rates will vary and may be above or below the range based on various factors including but not limited to experience, education, training, location, merit system, quantity or quality of production, responsibilities, and regular and/or necessary travel. The range listed is just one component of Snooze’s total compensation package for employees.

Snooze is an Equal Opportunity Employer.