Steele Brands Management

Description

The Guest Experience Champion serves as the voice of the guest and a champion of hospitality across all Steele Brands concepts. This role is responsible for ensuring every guest interaction reflects our commitment to delivering exceptional experiences while supporting restaurant teams in creating meaningful connections that drive loyalty and brand advocacy.

The Guest Experience Champion manages guest feedback channels, guest recovery efforts, loyalty support, and hospitality initiatives while identifying trends and opportunities to improve the overall guest journey. This role partners closely with Operations, Training, Marketing, Technology, and Franchise teams to ensure guest and team experiences remain at the center of every decision.

The Guest Experience Champion plays a critical role in protecting brand reputation, strengthening guest loyalty, supporting field teams, and helping Steele Brands consistently deliver experiences that Power Better Days.

Responsibilities

Guest Experience & Recovery

• Review, investigate, and respond to guest feedback, reviews, and customer inquiries within established service level expectations.
• Deliver thoughtful and personalized guest recovery solutions that strengthen guest loyalty and protect brand reputation.
• Manage guest interactions across web comments, reviews, social media referrals, and loyalty-related inquiries.
• Escalate and coordinate complex guest concerns with appropriate corporate and field leadership teams.
• Maintain detailed and accurate records of guest interactions and resolutions.
• Identify fraudulent, duplicate, or recurring claims and partner with leadership to mitigate risk and recovery costs.

Hospitality & Team Experience

• Serve as a hospitality resource for restaurant teams by providing coaching, guidance, and best practices for creating exceptional guest experiences.
• Partner with field leaders to reinforce hospitality standards and celebrate guest experience successes.
• Support the development and implementation of guest experience programs, hospitality initiatives, and service standards.
• Help cultivate a culture where hospitality, empathy, and relationship-building are prioritized at every level of the organization.
• Recognize opportunities to elevate both guest and team experiences through process improvements and operational enhancements.

Reporting & Insights

• Monitor guest experience metrics, review trends, and identify recurring opportunities across restaurants and markets.
• Provide regular reporting and actionable insights to Operations, Marketing, Training, Culinary, and Executive Leadership teams.
• Assist in developing guest experience scorecards, dashboards, and performance reporting.
• Track guest recovery activity and identify opportunities to improve guest satisfaction and operational execution.

Loyalty & Guest Engagement

• Support the administration of loyalty programs, rewards, guest recovery credits, and guest account maintenance.
• Assist guests with loyalty program questions, point adjustments, account troubleshooting, and reward redemption inquiries.
• Partner with Marketing and Technology teams to improve guest engagement and loyalty program performance.

Cross-Functional Support

• Collaborate with Operations, Training, Marketing, Technology, and Franchise teams to improve guest-facing processes and programs.
• Assist with testing and implementation of new guest experience initiatives and technologies.
• Support hospitality training content, resources, and communication materials.
• Participate in special projects focused on enhancing the overall guest and team experience.

Requirements

• Associate or Bachelor's degree in Hospitality, Business, Communications, Marketing, or related field preferred.
• At least two years of experience in hospitality, guest services, restaurant operations, customer experience, or a related field.
• Experience managing customer feedback platforms, guest recovery programs, or loyalty programs preferred.
• Restaurant, retail, hospitality, or multi-unit experience strongly preferred.
• Exceptional written and verbal communication skills.
• Strong hospitality mindset with a genuine passion for serving others.
• Ability to resolve conflict professionally while maintaining empathy and brand integrity.
• Excellent organizational and time management skills.
• Strong attention to detail and follow-through.
• Ability to identify trends and translate guest feedback into actionable recommendations.
• Strong customer service and relationship-building skills.
• Ability to maintain professionalism and composure in challenging situations.
• Proficiency in Microsoft Office Suite and customer experience platforms.
• Ability to work independently while collaborating effectively across departments.
• Demonstrated ability to manage multiple priorities in a fast-paced environment.
• Positive attitude, growth mindset, and commitment to continuous improvement.
• Willingness to occasionally travel for restaurant visits, training, and hospitality