GUEST RELATIONS COORDINTAOR

GUEST RELATIONS COORDINATOR - FULL TIME - ONSITE/HYBRID

$28.00 - $31.25 per hour, based on experience (Non-Exempt)

We're not just selling sandwiches and salads. We're selling Happy!

Perks and Benefits:

• Health, Dental, Vision, Life Insurance
• 401(k) Match, and other ancillary benefits
• Vacation - Up to 2 weeks of vacation per year!
• Paid Sick Leave
• Employee assistance program
• Parking & Transit Reimbursement
• Discounted tickets through Tickets at Work
• Pet Insurance
• Gym Memberships
• Free and delicious Mendo Meals
• Clear path for growth and development

SUMMARY

Since our founding, our out-of-this world hospitality has never wavered and it's what sets us apart from other fast casual restaurants. As the Guest Relations Coordinator atMendocino Farms, you'll be responsible for creating Raving Fans through above and beyond communication with our guests. You'll use your creativity, empathy, and enthusiasm to build relationships with our guests, making them feel heard and more connected with the brand. Equally important, you'll represent and vocalize the voice of the guest within the organization. You'll take pride in representing our guests and help drive change within the organization based upon guest feedback and trends.

As one of the most critical touch points with the guest, and therefore our brand, this role will sit within Marketing and report into the Director of Brand & Marketing. The two main objectives of this role are as follows:

• To support our operators by delivering timely feedback that empowers our teams to provide exceptional guest experiences
• To evangelize our guests and turn our disgruntled guests into Raving Fans

KEY DUTIES / RESPONSIBILITIES

• Manage a high volume of inbound tickets from guests related to Recent Experiences, Catering, Gift Cards, Mendo App, My Mendo Account, etc. via Zendesk & Birdeye (Yelp & Google)
• Respond to guests swiftly (and within a specific SLA timeframe) in order to turn our disgruntled guests into Raving Fans
• Update and evolve our library of responses to stay fresh and on-brand
• Escalate and flag bigger issues to cross-functional key stakeholders, e.g., Operations, Supply Chain, Accounting, Technology, etc. as needed
• Create above and beyond experiences that deepen the guest's relationship with our brand (surprising and delighting guests with our responses vs. just air traffic controlling)
• Support Operations by delivering real-time and monthly feedback reports to Operations Leaders
• Proactively enhance the guest experience by identifying trends, problem-solving common complaints, and partnering cross-functionally to recommend and implement preventative measures.
• Anticipate and address guest concerns as we introduce new technologies, partnerships, and offerings.
• Become a Zendesk and Birdeye subject matter expert to become as efficient, timely, and impactful as possible across both guest management platforms

COMPETITIVE PAY

• All Mendo Base Camp members are paid on a bi-weekly basis

QUALIFICATIONS
Education & Experience:

• Bachelor's degree in marketing or related field and/or equivalent experience preferred
• 1-3 years of of previous experience in a customer service or hospitality function required
• Experience in restaurants, retail or convenience store preferred

Skills/Knowledge/Abilities:

• A guest experience mindset: has good judgment about how to access and resolve a customer problem in a thoughtful way (strong EQ)
• Ability to identify opportunities for process improvement that contributes to a best-in-class guest experience
• Adept at pattern recognition, and can quickly act to rally the right people to act on trends
• People person who genuinely enjoys engaging with others; building relationships is the foundational block of this position
• Strong written and verbal communication with good follow-up
• Strong knowledge of MS Office applications
• Self-motivated with a strong drive for results who can work well in a high-growth culture and operate with little supervision in a dynamic, fast paced environment
• Strong organizational skills and very detailed-oriented
• Ability to compartmentalize and not take guest feedback personally
• Resilient and can-do attitude
• Does the ordinary at an extraordinary level (someone who likes going above and beyond)
• Ability to work in a team environment

About Mendo:
We were founded with the vision to offer so much more than food, and since 2005, we've never let the spark of happiness go out. We sell Happy! 

Food is our love language! We connect guests to culinary adventure with our approachably adventurous menu. We use fresh ingredients you can feel good about. We believe that every guest is a friend we haven't made yet or one we're welcoming back. 
Does this get you excited?! Then this is the opportunity you have been waiting for!
Apply today to learn more about this exciting opportunity to become part of the Mendo Team!