Job Details

Requisition Number 19-0016
Post Date 1/28/2019
Title Guest Relations Manager
City Denver
State CO
Description OVERVIEW:
Phil Romano founded Macaroni Grill on a simple belief. He set out to create a restaurant inspired by his grandfather’s kitchen in upstate New York, where the cuisine was rooted in Italian tradition, but the emphasis was on a place family could gather and have a great time over food made with the finest of ingredients. He focused on the little things and that quality is still engrained in our culture 30 years later. It’s a belief that that every tiny detail enhances our Guests’ experience and separates our restaurants from others.

Late 2018 Romano’s Macaroni Grill acquired Sullivan’s Steakhouse. A 1940’s Chicago-style steakhouse offering the finest Certified Angus Beef; select seafood, lamb and chicken entrees, appetizers, soups, salads, and side dishes (including Sullivan’s renowned au gratin potatoes). Sullivan’s is rooted in the rich tradition of classic steakhouses, but with a lively twist that turns every meal into a night to remember.

We know that without our Guests we do not exist, therefore our team at every level takes immense pride in their part of creating the best Guest experience in the industry. From building our relationships with small vendors we work with, to carefully selecting the ingredients for our meals and maintaining a spotless house for our Guests, we go the extra mile to create memorable connections at the table. Our team lives the beliefs that make us the #1 Italian restaurant chain and neighborhood steakhouse in the nation.

SUMMARY:
The Guest Relations Manager is responsible for supporting the internal operations team by acting as the primary liaison/contact for all guest relations matters, facilitating and ensuring that a resolution has been reached, and communicated, to all parties involved. Additionally, as a partner to the operations team, you will generate and communicate all reports, and information needed to foster great guest relations within the organization.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
• Manage the response, review, and analysis of guest comments received through the Guest Feedback System, phone calls, and emails.
• Track complaints and resolutions in weekly reports to provide to Operational leadership team and provide quality improvement suggestions.
• Distribute compensation via electronic Gift Card as necessary and provide status updates to the Guest.
• Manage the Guest Recovery System. Ensure distribution lists, contact levels and all functionality is operating correctly and efficiently.
• Manage the Guest Satisfaction system. Ensure distribution lists, contact levels and all functionality is operating correctly and efficiently.
• Manage inbound/outbound calls.
• Handle Guest complaints/suggestions/comments/questions provide appropriate solutions within designated time limits; follow up to ensure resolution.
• Ensure all contacts are appropriately coded and sent to the appropriate parties in a timely manner.
• Keep records of Guest interactions, process Guest feedback and file all related communication.
• Solicit feedback from Operations team to improve system performance.
• Analyze results from both the Guest Satisfaction and Guest Feedback systems to develop a singular “voice of the Guest” perspective.
• Report regularly to Director of Marketing on results and trends. Provide perspective on improving Guest Satisfaction performance.
• Compare Satisfaction performance against other business measures (sales, guest traffic).
• Identify top performers to establish and communicate best practices.
• Provide guest satisfaction analytics for cross function projects and tests.
Requirements QUALIFICATIONS:
• Minimum 1-4 years of Guest Relations experience.
• Bachelor’s Degree in a business discipline preferred.
• Excellent communication and presentation skills working with executives and operation leaders.
• Possesses skills to influence others and demonstrated track record of strong collaboration.
• Possesses an analytical understanding of the value and impact of information (managing and reporting data effectively).
• Must maintain high level of confidentiality.
• Restaurant or retail industry experience preferred but not required.

Romano’s Macaroni Grill® reserves the right to revise or change this job description as the need arises. This job description is not all inclusive of total job responsibilities nor does it constitute a written or implied contract of employment. Romano’s Macaroni Grill® is an Equal Opportunity Employer committed to building and developing a high-quality, restaurant operating company by focusing on our key values, our team and our strategic partnerships.
All qualified individuals seeking job opportunities with Romano's Macaroni Grill® will receive consideration for employment and promotion without regard to race, color, religion, gender, marital status, sexual orientation, national origin, age, disability, the presence of non-job related medical conditions, or any other basis prohibited by state or federal laws.
Apply On-line
Send This Job to a Friend