Guest Services & Insights Assistant

DIN TAI FUNG RESTAURANTS
Job Title: Guest Services & Insights Assistant
Compensation: $18.00 - $22.00 per hour
Location: Corporate Office - Arcadia, California, Hybrid 2-days in-office
About Us:
Din Tai Fung is a Chinese restaurant specializing in Xiao Long Bao, or steamed soup dumplings, each made by hand with our “Golden Ratio” of 18 folds. Originally founded in Taiwan as a cooking oil retail business in 1958, Din Tai Fung was reborn as a dumpling and noodle restaurant in 1972. Since its founding, Din Tai Fung has become world-renowned for its quality, standardization, and service. It currently has over 170 locations worldwide, including 13 US locations in California, Washington, Oregon, and Nevada.
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
• Opportunities for growth; we love promoting within!

About the Role:
The Guest Services & Insights Assistant is focused on ensuring a smooth and positive guest experience. You'll be the go-to person for guest feedback and inquiries, responding to them across various platforms like email, phone, social media, and review sites. You'll also play a key role in supporting the team with administrative tasks.
Job Responsibilities & Tasks:

• Resolving Guest Issues: Effectively respond to and manage guest feedback in a timely manner across various platforms, including Tattle, Yelp, and social media, while addressing escalated incidents with effective solutions and upholding DTF standards.
• Manage Guest Issues: Answer phone calls received to the Guest Services phone line, logging inquiries, informing the larger team, and assist with guest inquiries.
• Maintain Guest Email & Manager Logs: Provide exceptional guest service by handling inquiries via GSI email and Manager Logs. Maintain accurate customer data, document promised follow-ups, and keep detailed notes of each interaction.
• Team Support: Support larger team in their day-to-day and Ops supporting administrative duties, including but not limited to note-taking, monthly donation request tracking and mail.
• Monitor Accuracy: Monitor accuracy of store listings on DTF website, Google, Apple Maps on a
  weekly basis.

Key Competencies: Guest Focus, Interpersonal Skills, Demonstrates Self-Awareness, Being Resilient, Nimble Learning.
Job Requirements:

• Read, understand, and follow the Employee Handbook and all company policies and procedures
• Able to produce and work the following software:
  • Global positioning system GPS receivers; PC and Google Suite
• Bachelor’s Degree in Marketing or related field
• 1-2 years of customer service experience
• Highly motivated and able to adapt to change
• Able to write in a legible fashion simple correspondence
• Proper dress policy at all times
Positive and Professional Attitude

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.
Din Tai Fung is an E-Verify and Equal Opportunity Employer and complies with the Fair Chance Initiative. Din Tai Fung is an Equal Employment Opportunity Employer – M/F/D/V
Applicant must be 18 years of age or older and able to provide documentation to work in the United States legally.

Flexible work from home options available.