Guest Service Manager

With aprojected 1,000 cafes in the United States by 2030, Paris Baguette is one ofthe fastest-growing neighborhood bakery cafés in the world. Our vision is toreestablish the neighborhood bakery café as the heart of the community aroundthe world. Paris Baguette’s mission isto bring expertly crafted baked and brewed goods through a warm and welcomingbakery café experience that delivers joy to everyone.

If you are someone who has heart, wants to spread joy, nourish community and is ready torise to the occasion, we are looking for you to join our growing team!

The Guest Experience Manager is the voice of Paris Baguette’s hospitality. As Guest Service Manager you are responsible for monitoring, analyzing, and responding to guest feedback across all platforms including online reviews, third-partydelivery sites, rewards and customer service channels. The ideal candidate is aproactive communicator who blends empathy with brand consistency, turning feedback into meaningful insights that drive operational improvement and guest loyalty.

Theideal candidate will contribute to our vision to re-establish the neighborhoodbakery café as the heart of the community around the world.

• Monitor and respond to guest feedback across Paris Baguette’s guest feedback platform(Chatmeter) and Rewards platform (Punchh) as well as third-party delivery platforms in a timely, brand-aligned manner.
• Manageguest service inboxes “contact us@ and rewards@” and ticketing systems forcorporated and franchised locations.
• Monitorcorporate call-line for guest inquiries and respond to or filter to appropriate departments.
• Craftpersonalized, professional, and empathetic responses to both positive andnegative reviews that reinforce Paris Baguette’s brand voice and values.
• Partner with café operations and franchise support teams to address escalated issuesand identify recurring themes.
• Manage acentral log of guest feedback and resolution actions to ensure accountability and closure.
• Liaise with marketing team to resolve any social media escalations.
• Maintainconsistency of Paris Baguette’s tone and messaging across guest sentimentplatforms.
• Collaborate with Marketing and Operations to refine messaging and share success stories orrecurring service challenges.
• Track andreport online sentiment trends including competitor analysis to leadership,highlighting opportunities for training, policy, or product improvement.
• Partner with the Operations leadership, including District Managers to identify andcoach cafés on guest experience opportunities.
• Providemonthly reports summarizing guest sentiment by region, theme, and category(product quality, service, environment, etc.).
• Partner with the Training Department to include guest sentiment and complaint resolution modules in leadership training.
• Helpestablish and maintain service response SLAs and guest communicationguidelines.
• Other duties may be assigned.

• Bachelor’sdegree in communications, Hospitality, or related field preferred.
• At least2+ years of experience in customer service, and or brand reputation within retail, hospitality, or food service.
• Exceptional written communication skills and attention to tone and brand detail.
• Strong analytical skills to interpret feedback trends and propose actionableimprovements.
• Experience with review management tools
• Collaborativemindset with a passion for guest satisfaction and operational excellence.
• Passion for people! Dynamic and engaged leader who has a passion for empowering,inspiring, motivating & developing team members.
• Exceptional organizational and communication skills with the ability to effectively balancepriorities and deliver results in a fast-paced, ever-changing, and highlyentrepreneurial environment.
• Feedbackis a gift! Ability to provide constructive feedback and recognition to everymember of the organization, to ensure we have an open and transparent cultureof high-performance standards.
• Highemotional intelligence with the ability to work with, and manage diverse teamsby being highly empathetic, intuitive, self-motivated and driven.
• Teams Win! Has to be a team player who fosters a collaborative and engaged teamwork environment.
• Being aBrand Ambassador, with an excellent knowledge of and commitment to Paris Baguette’s Mission, Vision, Brand Values and Culture.
• Competitive compensation
• Free Cake for your Birthday
• 401K Retirement Plan
• Paid time off, paid Holidays
• High Performance Culture

We run background checks on all new hires in this position.