Guest Care Coordinator (Guest Experience)

Summary of Job Description:

The Guest Care Coordinator (Guest Experience) understands and works collaboratively with Operations and other cross-functional teams to drive and deliver on the ideal brand and restaurant experience. This position helps maintain the systems and processes used to monitor Guest satisfaction and experiences, track issues, and identify areas for improvement. The Guest Care Coordinator (Guest Experience) serves as dedicated support to assigned Operations teams, reporting on Guest satisfaction progress and improvement areas and provides training as well as develops training materials.

You’ll get a chance to:

• Understand and work collaboratively with Operations and other cross-functional teams to drive and deliver on the ideal brand and restaurant experience.


• Help maintain the systems and processes used to monitor Guest satisfaction, tracks issues, and identify areas for improvement.


• Strive to meet or exceed Guest Care team and Guest experience performance measurement goals.


• Support the design, implementation, and optimization of Guest experience programs and initiatives.


• Program include the Guest survey (GEM), mystery shopping (OSA), and reputation (Yelp, Google, etc.).


• Ensure best practice with the collection of Guest data and feedback, assists with the analysis of Guest satisfaction scores, and share customer insights with relevant teams throughout the company.


• Help prepare reports and presentation materials for Operations meetings.


• Document cases clearly and accurately and routes cases to other team(s) as needed for resolution, learnings, and improvement.


• Recognize serious issues and escalates as appropriate to be addressed.


• Serve as dedicated support to assigned Operations teams, reporting on Guest satisfaction progress and improvement areas as well as coach them on (1) the Guest experience programs and goals, (2) how to use Guest experience tools to boost KPIs, and (3) the best practices and behaviors that drive highly satisfying Guest experiences.


• Helps train and contribute to training materials.


• Works closely and builds effective relationships with business partners.

How we reward you:

• Hybrid Work schedule


• 401K with company match


• Yearly bonus opportunity*


• Full medical, dental, and vision insurance *


• On-site fitness center, biometric screen, and flu shot clinic


• Discounts at Panda restaurants, theme parks, and gym memberships


• Paid time off starting at 15 days with 7 federal holidays*


• Continuous education assistance and scholarships*


• Income protection including Disability, Life and AD&D insurance*


• Bereavement leave*

*Benefits available for eligible permanent full time associates

#LI-Hybrid

Your background and experience:

• Bachelor’s degree in Business, Marketing, Communications or related field preferred


• Minimum one year of customer service experience or equivalent, preferably in a retail/hospitality operations environment


• Fluency in Spanish and/or Chinese desirable


• Successful completion of initial and periodically required trainings.


• Obtaining a valid Food Handler's Card within 30 days of employment is a requirement of this position.

Panda Strong since 1983

Founded in Glendale, California, we are now the largest family-owned American Chinese Restaurant concept in America. With close to 2,000 locations globally, we continue our mission of delivering exceptional Asian dining experiences by building an organization where people are inspired to better their lives. Whether it’s impacting our team or the communities we work in, we’re proud to be an organization that embraces family values.

You’re wanted here

We value diversity in all forms and know the strength it brings. Workplace equality allows for creative ideas to blossom, diverse points of view to be heard, and improves overall happiness. We like the sound of that.

Panda Restaurant Group, Inc. is an Equal Opportunity Employer and prohibits discrimination and harassment on the basis of race, color, religion, sex, national origin, disability, age and any other basis protected by the laws which apply where we operate. Panda provides accommodations for disabilities and religious observance purposes as required by law.