J ob Title: Sr. Manager, Guest Experience & Insights Compensation: $148,000 - $185,000 Annual Salary The base salary or hourly wage range for this role will vary based on multiple factors, including but not limited to prior experience, relevant expertise, current business needs, and market factors. Range is not inclusive of potential bonus or benefits. Your recruiter can share more information about the salary range and other factors during the hiring process.
Location: Hybrid, Din Tai Fung - Restaurant Support Center in Arcadia/Pasadena, California
Benefits and Perks: - Competitive Pay & Benefits
- Employer Contribution for individuals and eligible dependents' medical insurance
- Dental, Vision, and Life Insurance
- Health Savings Account (HSA)
- Commuter Spending Accounts
- 401(k) Plan with company match
- Employee Assistance Program
- Discounts through BenefitHub
- Employee Meal Discounts
- Paid Time Off (PTO) to support work-life balance (accrued based on length of service)
- Paid Sick Leave (PSL) to care for your health or loved ones
- Quarterly Wellness Days - extra time off to recharge every season
- Bonus Eligible
- Opportunities for growth; we love promoting within
About the Role: The Guest Insights & Experience Leader owns the Voice of the Guest strategy end-to-end, overseeing guest feedback systems, guest services operations, guest recovery, VIP relations, and experience measurement. This role leads productivity and service performance of the Guest Experience team while managing all guest interaction channels, ensuring insights are captured, analyzed, and translated into actionable improvements. The role partners cross-functionally with Operations, Marketing, and Finance to elevate guest satisfaction and drive business performance.
Responsibilities: - Guest Insights and Analytics: Leverage guest feedback data and behavioral insights to identify trends, predict challenges, and deliver actionable recommendations that inform cross-functional decision-making.
- Voice of Guest Strategy: Own and evolve the Voice of the Guest strategy, including platforms, tools, and measurement frameworks (NPS, CSAT, OSAT, CES) to ensure consistent and meaningful experience tracking.
- Guest Recovery and Resolution: Oversee the management and resolution of high-priority and high-risk guest issues, ensuring effective escalation processes and recovery strategies that protect brand reputation.
- Guest Services Operation: Oversee day-to-day guest interaction channels and service operations to ensure consistent, high-quality service delivery aligned with brand standards and performance goals.
- Stakeholder Partnership: Build reporting frameworks and communicate insights to cross-functional partners and executive leadership to drive alignment, accountability, and continuous improvement; Build reporting dashboards and regularly present insights and recommendations to cross-functional teams and executive leadership.
- Lead and develop the Guest Experience team, driving performance, accountability, and capability building aligned to service excellence and productivity goals.
Job Requirements: - Bachelor's degree in Hospitality, Business, Communications, or related field
- 7-10 years of experience in guest experience, customer service, or hospitality management
- 3-4 years of leadership experience managing teams and performance outcomes
- Strong analytical skills with the ability to translate guest feedback into actionable insights
- Experience with customer experience platforms and reporting tools
- Excellent communication, leadership, and interpersonal skills
- Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment
- Ability to travel up to 10% of the time
Preferred Requirements: - Experience with guest experience platforms (e.g., Chatmeter, Momos, or similar)
- Experience managing business listings (Google, Apple, Yelp)
- Experience in restaurant or hospitality operation
Essential Functions: - Ability to lead, coach, and develop team members in a fast-paced, service-oriented environment
- Ability to manage escalated guest situations with professionalism and sound judgment
- Ability to analyze data, identify trends, and translate insights into clear recommendations
- Ability to communicate effectively with cross-functional partners and executive leadership
- Ability to manage multiple priorities and adapt quickly to changing business needs
- Ability to work within digital platforms and reporting tools with accuracy and attention to detail
Special Requirements: - Must be available to respond to escalated guest issues outside standard business hours, if needed.
- Must be able to read, understand, and follow the Employee Handbook and all company policies and procedures.
NOTE: This job description in no way states or implies that these are the only duties to be performed by the employee occupying the position. Employees will be required to perform any other job-related duties assigned by their supervisor.
