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Manager|Guest Services|Popeyes Marketing

Jubilant Corporate · India

Hotels & ResortsImported listingfull-timeabout 16 hours ago

About The Role

  • Guest Experience Ownership
  • Define and drive the guest service standards, SOPs, and service recovery protocols
  • across dine-in, take-away, and delivery channels.
  • Own guest satisfaction KPIs (CSAT, NPS, complaint resolution TAT, repeat complaint
  • rate) and drive continuous improvement action plans.
  • Monitor guest feedback across surveys, social media, app reviews, aggregator ratings,
  • and call center logs; identify recurring pain points and root causes.
  • Escalation & Complaint Management
  • Lead resolution of high-severity or escalated guest complaints (food safety, service
  • failures, refunds) within defined TATs.
  • Build and manage a guest care/helpdesk framework (calls, chat, email, social) including
  • vendor/BPO oversight if applicable.
  • Partner with Legal/Compliance on sensitive cases (health, safety, or reputational risk).
  • Cross-Functional Collaboration
  • Work with Operations to fix recurring service gaps (speed of service, order accuracy,
  • hygiene, ambience).
  • Work with D2C/App/Aggregator teams to resolve digital ordering and delivery experience
  • issues.
  • Share voice-of-guest insights with Marketing, Culinary, and New Product Development
  • teams.
  • Reporting & Analytics
  • Build dashboards and periodic reports on guest satisfaction trends, complaint
  • categories, and resolution performance for leadership.
  • Present monthly/quarterly guest experience reviews with actionable recommendations.

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