Guest Relations Representative

Overview

The Guest Relations Representative serves as a Brand Ambassador to Red Lobster guests, managers, directors, team members, and others who initiate contact with Red Lobster through various media. In this role, the Representative assesses the nature, complexity, and severity of the communication and determines the appropriate response for each situation, seeing the concern through to resolution. The Representative aims to restore guest trust and reunite guests with their local restaurant.

ROLES AND RESPONSIBILITIES

• Interact with guests to handle recovery over the phone
• Respond to guests with oral and written support
• Assess guest situations, probe for information and determine effective resolution
• Compose written responses to guests that support company policy and principles in a positive manner
• Proactively contact guests by telephone and/or email as needed for clarity and to investigate issues
• Clarify Red Lobster's philosophy on a variety of topics
• Advise Operations Management and Directors of Operations on recommendations for guest recovery actions
• Ensure accurate completion of all administrative responsibilities and consistency of documentation in guest response database for tracking purposes
• Provide insight to improve the guest experience by monitoring and evaluating contact trends
• Interact with Operations team to recover guests successfully

REQUIRED SKILLS

• Superior written communications with ability to creatively respond to guest concerns and questions
• Excellent personalization, grammar, and spelling skills
• Exceptional active listening skills and verbal communications skills with the ability to gain confidence and reestablish trust over the telephone
• Computer skills (Windows, MS Word, Outlook)
• Professional demeanor with conflict resolution and problem-solving skills
• Expert organizational skills with ability to prioritize and handle multiple tasks
• Time management skills, ability to work independently

REQUIRED EDUCATION

High school diploma or equivalent

REQUIRED EXPERIENCE

• Minimum two (2) years' experience with substantial contact with the public involving conflict and problem resolution
• Minimum one (1) year customer care experience

OTHER QUALIFICAITONS

• A "Being of Service" personal philosophy
• The ability to recognize emotions in others, and to understand other people's perspectives on a situation
• Ability to interact effectively with all levels of the organization and diverse people and understand different perspectives
• Willingness and ability to learn guest response system
• Work well in a fast-paced environment
• Being able to work well, make good decisions, and respond quickly with resourceful resolutions

PREFERRED EDUCATION

Bachelor's Degree or equivalent college-level certificate preferred

PREFERRED EXPERIENCE

Minimum two (2) years' hospitality experience, preferably in a full-service, casual dining restaurant, or demonstrated extensive knowledge of full-service restaurant operations gained via a support role

PREFERRED SKILLS

Additional software training