Guest Relations Specialist

Guest Support Manager | Customer Experience & Guest Relations

📍 Dallas, TX | Hybrid: 4 days onsite, 1 day remote

💰 $78,000–$84,000 annually + benefits

🕒 Full-Time

We’re partnering with a well-known national fast-casual/QSR brand to hire a Guest Support Manager who will play an important role in shaping the customer experience and protecting the brand’s reputation.

This is a great opportunity for someone who sits at the intersection of guest relations, customer experience, communications/PR, and analytics . You’ll oversee the guest feedback and service recovery process, identify trends within customer feedback, and turn those insights into a clear story that helps the broader organization improve the guest experience.

We’re looking for someone who is equal parts analytical, communicative, and action-oriented . You should be comfortable digging into customer feedback data, identifying root causes, managing escalated guest situations, working with external service partners, and communicating recommendations to cross-functional stakeholders.

What You’ll Do

• Lead day-to-day execution of the brand’s guest feedback and service recovery strategy , with a focus on satisfaction, loyalty, retention, and brand reputation.
• Manage guest inquiries, complaints, compliments, and escalations, ensuring communications are timely, thoughtful, professional, and aligned with the brand.
• Analyze guest feedback and customer experience data to uncover patterns, recurring issues, risks, and opportunities .
• Translate data into a compelling customer experience story , helping internal teams understand not only what guests are saying, but what it means and where action is needed.
• Develop insights and strategic recommendations that help improve the overall guest journey and experience.
• Partner closely with Operations and other cross-functional teams to identify root causes and drive solutions to recurring guest issues.
• Oversee an external guest service partner, including service levels, response quality, accountability, escalations, and continuous improvement.
• Own the integrity and effectiveness of the organization’s guest feedback/case management platform and related reporting.
• Develop and maintain guest response frameworks, messaging standards, and approved communications that support consistency and protect brand reputation.
• Help foster a guest-first culture by bringing the voice of the customer into broader business conversations.

What We’re Looking For

• 3–5+ years of experience in customer experience, guest relations, customer service, brand communications, public relations, hospitality, or a related field .
• Experience within food service, restaurants, hospitality, fast casual, QSR, or another high-volume consumer-facing environment .
• Strong analytical skills with the ability to interpret customer feedback and data, identify trends, and translate findings into a clear business story.
• Excellent written and verbal communication skills, particularly when handling sensitive customer situations or brand-facing communications.
• Strong problem-solving and root cause analysis skills.
• A self-starter who takes ownership, follows through, and knows how to keep issues moving toward resolution.
• Ability to work cross-functionally and influence partners without direct authority.
• Experience managing an external vendor, agency, contact center, or customer service partner is strongly preferred.
• Experience within a franchise organization is a plus.
• Experience with guest feedback/CX platforms such as SMG or similar systems is preferred.
• Strong Microsoft Excel and PowerPoint skills are a plus.
• Bachelor’s degree preferred, but not required .

Who Thrives in This Role

You’ll likely be successful here if you’re a quick thinker and natural problem solver who can move comfortably between individual guest issues and the bigger picture. You enjoy figuring out why something is happening, spotting trends before they become larger problems, and using both data and communication to influence better customer experiences.

You’re also someone who takes ownership. You follow through, stay composed when situations become challenging, and are comfortable working in a fast-moving consumer environment where guest expectations and brand reputation matter.

Work Arrangement

This position is based in Dallas, TX and follows a hybrid schedule with four days per week onsite and one day remote . Candidates must be able to consistently commute to the Dallas office.

Compensation: $78,000–$84,000 annually + benefits

Interested in bringing together customer experience, communications, analytics, and brand strategy for a nationally recognized consumer brand? We’d love to connect.

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Equal Opportunity Employer

We are an equal opportunity employer and are committed to creating an inclusive workplace. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected by applicable law