Guest Relations Specialist

Company: Dine Brands
Location: Kansas City
Posted on: November 22, 2021

Job Description:

The Guest Relations Specialist is the first point of contact to answer and resolve Applebee's and IHOP guest questions, complaints, issues and/or concerns. The Guest Relations Specialist provides answers and resolutions to guest questions, complaints, issues and/or concerns in a professional manner to assist in maintaining good guest relationships. Responsibilities: Answer guest questions and settle guest complaints, concerns and issues in a professional manner. * Accurately log and journalize guest calls, email correspondence, and other guest contact. * Respond to emails, write letters, and recommend process improvements. * Follow up with guests as needed. * Perform data entry to set up and maintain informational records * Perform other responsibilities as needed. * Follow company policies, uphold professional standards, and perform all work in a manner respectful of others. * Demonstrates effective customer service skills to answer guest questions or resolve guest problems in a timely manner; escalates call to senior specialists when necessary. * Processes changes and updates to database information. Skills & Requirements: * Actively working toward a college degree required; Bachelor's or Associates degree preferred * Ability to master product knowledge quickly and adapt to product changes * Ability to understand policy and promotion changes * Strong multi-tasker: * Ability to talk and type simultaneously without negatively impacting conversation or data-entry, capturing the essence of reason for guest contact * Handle multiple screens and applications, including Microsoft Office applications * Connect with guests over a hundred times per day * High Emotional Intelligence: * Talk with people from teenagers to senior citizens * Work with customers who are expressing many different emotions * Engage with people and represent the company well over the phone, email and social media * Prior restaurant experience preferred * Professional social media experience desired * Experience in an inbound customer service call center desired * Bilingual (Spanish) desired * Ability to grow into higher roles

Keywords: Dine Brands, Kansas City , Guest Relations Specialist, Other , Kansas City, Kansas