Description

- Guest Experience Ownership
Define and drive the guest service standards, SOPs, and service recovery protocols
across dine-in, take-away, and delivery channels.
Own guest satisfaction KPIs (CSAT, NPS, complaint resolution TAT, repeat complaint
rate) and drive continuous improvement action plans.
Monitor guest feedback across surveys, social media, app reviews, aggregator ratings,
and call center logs; identify recurring pain points and root causes.
- Escalation & Complaint Management
Lead resolution of high-severity or escalated guest complaints (food safety, service
failures, refunds) within defined TATs.
Build and manage a guest care/helpdesk framework (calls, chat, email, social) including
vendor/BPO oversight if applicable.
Partner with Legal/Compliance on sensitive cases (health, safety,



or reputational risk).
- Cross-Functional Collaboration
Work with Operations to fix recurring service gaps (speed of service, order accuracy,
hygiene, ambience).
Work with D2C/App/Aggregator teams to resolve digital ordering and delivery experience
issues.
Share voice-of-guest insights with Marketing, Culinary, and Recent Product Development
teams.
- Reporting & Analytics
Build dashboards and periodic reports on guest satisfaction trends, complaint
categories, and resolution performance for leadership.
Present monthly/quarterly guest experience reviews with actionable recommendations.

📌 Manager|Guest Services|Popeyes Marketing (India)
🏢 Jubilant FoodWorks
📍 India