Guest Relations Specialist

Description

About the role

Steele Brands Management is the Support Center for Crisp & Green and Puralima, two fast-casual

concepts built around fresh, feel-good food. We support corporate and franchise restaurants across

multiple states. As our Guest Relations Specialist, you’re the voice of the guest for both brands. You

make sure every guest who reaches out feels heard, and you turn what they tell us into better

experiences in our restaurants.

You’ll sit on the Operations Services team and partner closely with Operations, Training, Marketing,

Technology and our franchise partners.

What your week looks like

• About 50%: responding to guest feedback, reviews and loyalty questions, and making it right when something goes wrong
• About 30%: supporting our restaurant teams with hospitality resources, field feedback follow-up and training materials
• About 20%: tracking trends and reporting what guests and teams are telling us

What you’ll do

Guest relations and recovery

• Respond to guest feedback, reviews, web comments and social referrals within our service-level expectations.
• Resolve guest concerns with thoughtful, personal recovery that brings guests back.
• Handle loyalty questions, including point adjustments, account issues and reward redemptions.
• Escalate complex concerns to the right field and Support Center leaders, and follow through to resolution.
• Keep accurate records of guest interactions, and flag duplicate or fraudulent claims.

Restaurant support

• Be a go-to hospitality resource for General Managers and restaurant teams.
• Collect and organize feedback from field teams, spot recurring issues, and work with other teams on lasting fixes.
• Keep hospitality training materials, job aids and resource libraries (SharePoint) current.
• Contribute guest and hospitality content to field communications such as Weekly Updates and CRISP Focus.
• Coordinate logistics for guest-facing tests and pilot programs.

Insights and reporting

• Track guest experience metrics and trends across restaurants and markets.
• Share regular reports and clear recommendations with Operations, Marketing, Training and leadership.
• Help build guest experience scorecards and dashboards.

Why join us

• Medical, dental and vision insurance
• 401(k)
• Paid time off
• Meal discounts at Crisp & Green and Puralima
• A small, growing Support Center where your work is visible and your ideas get used

Requirements

What you bring

• 2+ years in guest relations, customer experience, hospitality or restaurant operations
• Restaurant, retail or multi-unit experience strongly preferred
• Excellent writing: you can turn an upset guest into a loyal one by email
• Calm, empathetic problem-solving when conversations get tough
• Organized, detail-oriented and comfortable juggling priorities in a fast-paced environment
• Ability to spot patterns in feedback and turn them into practical recommendations
• Microsoft Office skills; experience with [guest feedback / loyalty platform] or similar tools is a plus