Guest Care Manager (Guest Experience)

Summary of Job Description:

The Guest Care Manager (Guest Experience) understands and drives to deliver on the ideal brand and restaurant experience. This position is responsible for Guest experience strategy and best practices, as well as collaborating with internal Marketing, Operations, and cross-functional teams on the design and deployment of Guest experience programs and initiatives. The Guest Care Manager provides Guest experience reporting, analytics, and insights, including competitive and trend analyses, customer journey insights, optimization recommendations, and business cases for improvement. This position establishes and oversees the systems, processes, and technology used to gather data, monitor key metrics, track issues, and identify areas for improvement at the local, regional and national levels. The Guest Care Manager develops and coaches the Guest experience associates on the Guest Care team to elevate their performance and competency and works with the Sr. Manager on hiring, evaluating, and retaining qualified staff.

You’ll get a chance to:

• Understand and drive to deliver on the ideal brand and restaurant experience.


• Responsible for Guest experience strategy and best practices, as well as collaborating with internal Marketing, Operations, and cross-functional teams on the design and deployment of Guest experience programs and initiatives.


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


• Provide Guest experience reporting, analytics, and insights, including competitive and trend analyses, customer journey insights, optimization recommendations, and business cases for improvement.


• Present findings and recommendations to Marketing, Operations, and other cross-functional teams and leaders, including senior leadership.


• Establish and oversee the systems, processes, and technology used to gather data, monitor key metrics, track issues, and identify areas for improvement at the local, regional and national levels.


• Liaise with Operations leaders


• Consult on elevating Guest experience


• Solicit their input and feedback related to Guest experiences—Guest complaints, praise, inquiries, suggestions


• Prepare training materials and conducts training on all aspects of Guest experience.


• Train and coach the Guest experience associates and works with the Sr. Manager on hiring, evaluating, and retaining qualified staff.


• Manage and build 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