Guest Relations Specialist

FAMOUS DAVE'S OF AMERICA - ABSOLUTE BEST IN BBQ, EVER!

Now at 179 restaurants and growing!

We are searching for a Guest Relations Specialist. Our objective is to find a Specialist, who enjoys working with guests, data, restaurants and our franchisee's. 

What makes a career at Famous Dave's Saucetastic?

• We are a fun loving, causal, growing, and profitable business!
• You have an impact! We are a changing, growing organization.  
• Great benefits; discounts at restaurants, annual bonus opportunity, flexible schedule, training and development opportunities!

The Guest Relations Specialist is responsible for professionally handling various Guest inquiries, complaints, and comments, both verbal and written. Key responsibility areas include, ensuring timely and effective resolution to Guest issues, tracking and analyzing trends, and presenting findings.

Primary Responsibilities:

• Research and resolve all incoming Guest inquiries and issues and demonstrate appropriate sense of urgency for follow up
• Ensure satisfactory response level from Franchise partners and vendors
• Well versed with Famous Dave’s policies and procedures to strive for resolution, utilizing departmental subject-matter experts as necessary
• Ensure Guest resolution is justified and within departmental guidelines and processes
• Identify and develop appropriate solutions for tracking of Guest complaints, comments, and inquiries
• Identify and track trends in a variety of areas including: restaurant, region or franchise group, product quality,  seasonality, marketing promotion, key satisfaction drivers and overall Guest satisfaction
• Recognize and address issues that may have an immediate impact on revenue or brand
• Ensure all concerned parties are appropriately informed of Guest issues within their area of influence
• Analyze trends through a variety of resources
• Present trend findings and make recommendations before a variety of audience types and sizes

• Bachelors Degree in Hospitality & Restaurant or Four year degree preferred, however a comparable combination of education and professional experience will be considered with a minimum of High School or equivalent.
• Minimum of two years prior professional experience in Guest Relations required.
• Knowledge of Labor Laws, Health Codes, Safe Food Handling and Sanitation, Safety and Security systems and procedures, computer operations.
• Excellent communication skills in both written and verbal formats.  Must have good listening skills in order to communicate effectively with Guests.
• Ability to demonstrate professional conflict resolution,  interpersonal skills and people management
• Must be flexible and adaptable to change. 
• Ability to multi task, prioritize and organize work to meet deadlines and multiple requests.
• Requires ability to efficiently operate and utilize personal computer including Power Point, Excel and Word.
• Must be internally motivated and detail oriented and have a passion for helping Guests.
• Must be able to work a flexible schedule including days, evenings, weekends and holidays.