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