Guest Experience Mangaer

Description

Reports to: Director of Guest Experience

Job title:  Guest Experience Manager

Interfaces with: Market Operations, Café Operations, Sales Team, Executive Team, Clients and Customers.

Responsible for:  Market Grand Openings, Client Engagement Events, Customer Response Team, Market Store Audits, and Client Education etc.

Company Profile:   From humble beginnings as a coffee and vending provider in 1989, Continental has grown into Michigan’s largest food management company. Today, our 900 employees provide a wide range of custom dining, refreshment services and catering solutions through an impressive lineup of brands, including: Continental Café & Catering, Co. Cuisine, Continental Canteen, Market Twenty 4 Seven, Infinity & Ovation Yacht Charters, Waterview Loft at Port Detroit, and Forte Belanger. Dedicated to the simple, yet powerful mission: Delight Our Guest. Every Meal. Every Day. Continental enhances its offerings through several specialty brands, including: Great Mark Western (Premium Angus Reserve Beef), Proof Baking Company (All Natural Breads and Sweets) and Built & Brewed in Detroit (Signature, Local-Roasted Coffee Blends).

Position Mission:

Facilitates all new Market openings including Client Communication, Client Engagement Events, and Hybrid Market Openings.

Responsibilities Include:

• Marketing: Working closely with the Market Twenty 4 Seven Marketing & Merchandising Manager on all our pre & post market opening materials. Assist in field execution for Marketing Signage, Plano grams, Promotions, Newsletter, etc.
• Scheduling: Maintain Market openings schedule and develop timelines for pre-openings. Communicate directly with Client contact regarding opening schedule and opening related activities.
• Troubleshooting: Helps reduce kiosk issues. Seek and Solve for Operational Opportunities to improve customer service and increase Market Sales.
• Customer Relations: Handles all Market related customer issues and participates in client meetings. (Market Cards, Refunds, Kiosks issues, Monthly Newsletters, etc.)
• Site Visits: Assists with new or potential customer site visits as a part of the sales process.
• Guest Restaurants: Serves as point of contact. Also handles scheduling and all invoices regarding these restaurants.
• Guest Experience Reporting: Performs store inspections as directed by Market Leadership. Drives accountability and troubleshooting.

• Administrative Tasks: Primary tasks will include, but are not limited to, answering phones, managing outlook calendars, invoicing, data entry, tracking and reporting, and special projects, Market Gift Cards.
• Market Action Plans: Participate and execute tasks accordingly.
• Avanti/365: Responsible for communicating as well as for training Market Management and other necessary team members on new all system upgrades & tools.  Works closely with Loss Prevention to troubleshoot any flaws within the system.
• System Management: Act as operational liaison for AMS and 365 systems. Communicate system issues with appropriate supplier.

Qualifications

• Prior retail experience and familiarization with basic merchandising concepts strongly preferred.
• Prior supervisory experience strongly preferred
• Results oriented and flexible; takes action as soon as need arises and can demonstrate positive results; steadily follows through on tasks; able to find a balance between the business requirements and meeting customer requests; absorbs new information quickly and translates key points into positive outcomes.
• High energy level; has demonstrated resilience, endurance and persistence throughout career.
• Can-do attitude; stays positive, even in the face of adversity; sets right tone for others.  Collaborative in work style with others both inside and outside organization; respectful of what others can contribute.  
• Places high importance on building and maintaining trust; has a long-range perspective with relationship development; believes in and routinely practices direct and honest communication; actively shares information openly with those who need to know; seeks collaborative resolution of issues; seeks others’ points of view and encourages independent thought; listens well.
• Personal values align with the company’s values and culture; treats people with respect and consistency; trustworthy; highly ethical; appreciates and engages in creativity and forward thinking; takes long-range view.
• Proficiency with electronic communication, Microsoft Office Suite, and related systems used in the industry.
• Communication (Internal and External):
• Management
• Customers
• Client
• Executives
• Vendors
• Team Members
• Marketing/Creative Team
• IT
• Avanti
• 365
• Phone
• Email
• Face-to-face

Education, Training, and Experience:

•          High-School Diploma or GED

•          Must be able to pass DOT.

•          Chauffeurs license

•          Prior retail experience and familiarization with basic merchandising concepts strongly preferred.

•          Prior supervisory experience strongly preferred

Physical Demands:

The physical demands for this position are sits, stands, bends, lifts, and moves intermittently during working hours.  These physical requirements may be accomplished with or without reasonable accommodations.

The duties of this position may change from time to time.  Continental reserves the right to add or delete duties and responsibilities at the discretion of Continental or its managers.  This job description is intended to describe the general level of work being performed.  It’s not intended to be all inclusive. 

Continental offers a highly competitive compensation package.

Continental is proud to be an Equal Opportunity Employer.