Deskripsi pekerjaan Guest Experience Manager BAKED.
The Guest Experience Manager designs, implements, and governs end-to-end guest experience standards across all BAKED. outlets. Reporting directly to the Chief Operations Officer, this role leverages guest feedback, data analytics, and service audits to continuously drive operational excellence, elevate brand loyalty, and foster a guest-centric culture across Front of House teams.
Responsibilities & Key Duties :
1. Develop & Standardize SOPs: Draft, maintain, and continuously update comprehensive guest experience SOPs, service manuals, and operational guidelines across all BAKED. outlets.
2. Design Service Rituals: Establish unique brand-aligned service rituals, greeting standards, and dining touchpoints that create a signature experience for BAKED. guests.
3. Track & Analyze Feedback Data: Daily track, aggregate, and analyze guest reviews across online platforms (Google Reviews, Social Media, OTA/Delivery apps) and direct in-store feedback.
4. Manage Issue Resolution & Responses: Draft professional, brand-aligned responses to online reviews and oversee prompt resolution for escalated guest complaints or incidents.
5. Conduct On-Site Quality Audits: Perform periodic, structured guest experience audits at each venue to ensure adherence to BAKED. operational and service standards.
6. Collaborative Action Planning: Facilitate monthly feedback review sessions with Regional and Outlet Managers to align on root causes and establish targeted action plans.
7. Service Recovery Framework: Establish, standardize, and maintain the official BAKED. service recovery framework and compensation policy for critical guest complaints.
Job Specifications
● Minimum 3-5 years of experience in Guest Experience, Customer Relations, Quality Assurance, or Service Excellence management within premium F&B, hospitality, or
multi-outlet retail environments.
● Bachelor's degree in Hospitality Management, Business Administration, Communications, Marketing, or a related field preferred.
● Deep understanding of guest journey mapping, FOH service workflows, service recovery frameworks, and hospitality quality audit mechanisms.
● Highly proficient in review management systems (Google My Business, social media aggregators) and analytical tools (Microsoft Excel / Google Workspace) to track CSAT, NPS, and feedback trends.
● Proven track record in designing, implementing, and enforcing standardized service SOPs and guest experience rituals across multi-outlet venues.
● Excellent conflict-resolution and de-escalation skills with the ability to handle high-severity guest grievances and maintain brand reputation.
● Strong leadership and training abilities to coach, mentor, and empower FOH operational leaders and floor staff on BAKED. Standards.
● Exceptional communication and cross-functional collaboration skills to work seamlessly with COO, Regional Managers, Store Managers, and Kitchen/Bakery teams.
● Strong "action-oriented" and guest-centric mindset with high attention to detail and ability to drive continuous service improvement under pressure.
