Guest Relations Manager

1 week ago

Richmond, Canada Boston Pizza International, Inc. Full time

Looking for an opportunity to make a real impact? We’re currently recruiting for a Guest Relations Manager to join our amazing team of talented employees.

Boston Pizza International has been recognized as one of Canada’s 50 Best Managed Companies since 1994. Boston Pizza International Inc. is Canada’s No. 1 casual dining brand with more than 380 restaurants in Canada and more than $1 billion in annual sales. Boston Pizza has for decades enjoyed a significant takeout and delivery side to our business, which has served as a strong advantage vs. most competitors in helping us adjust to and successfully weather the significant impacts the pandemic has had on the broader restaurant industry. We hope you’ll consider joining us

**What you do**:
Reporting to the Director, Communications, the Guest Relations Manager is the direct line of communication with BP Guests, responsible for resolving and/or re-directing guest concerns and inquiries from Boston Pizza guests across Canada. This individual is the voice of the brand to thousands of guests and works to build repeat visitation and brand loyalty with a calm and compassionate demeanour. The Guest Relations Manager reviews guest feedback data, both anecdotal and objective, to determine trends and provide feedback to relevant departments and guidance to the Field Operations team to help support BPs and maintains a suite of best practices to support high-frequency and emergency situations.

In this role, you will be expected to:

- Work with Operations Systems and Marketing to review guest data to identify trends and offer feedback on potential next steps. Provide quarterly trend updates to marketing and operations teams. When appropriate, identify process and performance improvements for BPI.
- Work with BPI Marketing and Operations Systems teams, social media vendors and, guest survey vendors on project roadmaps, response guidelines, and support levels to ensure that responses from each party are consistent, accurate and aligned to the BP brand.
- Support crisis communications in developing and maintaining suite of best practices for high-frequency and emergency situations for use by the Field Operations team and restaurants.
- Develop/maintain guest services how-to manual, to be used as a guide for any new guest services support.
- Support Field Operations team in guiding restaurants with sensitive guest concerns, maintaining a clear delineation as a corporate advisor.
- Work with Director, Communications to evolve the Guest Services role to best serve our guests in offering timely and suitable responses to drive repeat visitation and brand loyalty. This will include but is not limited to introduction of evening and weekend monitoring, quarterly reporting, and optimization of response format (exploration of AI, for example).

**Who you are**:

- You have a high school diploma
- You have a minimum of 1 year in a customer service role
- You have strong conflict resolution skills
- You have strong customer service, active listening, multi-tasking, and prioritization skills
- You have empathy and patience
- You have excellent communication (written and verbal), Bilingual (English & French) would be an asset
- You have strong Microsoft Office Suite (primarily Excel) skills

**What’s next**:

- At Boston Pizza International, we are committed to a culture that welcomes, encourages and celebrates the diversity of our team members. We recognize that our decisions are better and our ultimate success greater when we work together as equal members of one family._

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