About The Guest Relations Position
The Guest Relations Specialist is responsible for providing outstanding customer service to guests of Applebee's and IHOP, as well its franchisees, restaurant operators and colleagues. This individual will provide genuine empathy to frustrated guests while maintaining a high level of quality in the logging of issues in the database. The Guest Relations Coordinator will also be responsible for answering phone calls, responding to e-mails, writing letters and generating process improvements.
Do You Have What It Takes?
Our ideal candidate will have a proven track record in:
Solid verbal & written communication.
Ability to talk and type simultaneously without negatively impacting conversation or data-entry capturing the essence of reason for guest contact.
Strong customer service & interpersonal skills.
Promote & maintain a positive image of Applebee's and IHOP with internal & external customers.
Take responsibility for resolving guest issues whenever possible and/or whenever process dictates.
Communicate with appropriate internal resources to resolve guest needs.
Required Education, Training & Certification:
Required Experience in Similar Role or Function:
- College degree required
- Ability to type 35 words per minute with 95% accuracy
- Working knowledge of computers
Desired Industry Experience:
- Customer service role in restaurant, retail or office capacity
- One year experience working in a restaurant
IHOP, IP LLC - 18 months ago