Franchise Guest Experience Representative

Franchise Guest Experience Representative Job Description

Posted Friday, September 4, 2026 at 4:00 AM

Tommy’s is looking for a reliable, detail-oriented and friendly team member to assist our Guest Services team in providing exceptional guest experiences for our Tommy Club members. This role experiences high volume phone activity discovering and resolving issues for our members. The ideal candidate has excellent customer service skills and views customer care as a top priority. Candidates must also display excellent communication skills via phone and written messages.

• Base pay and eligibility for annual profit-sharing bonus
• Full insurance package including Health, Dental, Vision, Life, Disability, Employee Assistance
• Dependent Care FSA with on-site Daycare options
• 401k match and complimentary financial planning services
• Paid time off and paid holidays
• Opportunity for continued education and tuition assistance
• Valuable learning and development program
• Significant ability to grow internally for motivated and strong performing team members
• Fun, energetic, family-oriented work culture with an emphasis on team member morale
• Growing nationwide brand / presence

• A nswer guest account questions through phone, email, social media, and instant message
• Support franchise partners by providing exceptional guest support and documenting/submitting member payment disputes with the bank
• Support digital marketing team by responding to social posts and reviews in a timely manner
• Log calls in ticketing system for escalation, additional support and client records
• Document issues with Tommy Club phone app appropriately for the software development team and provide follow up to ensure all technology is functioning to support guest needs
• Create marketing codes for site locations to support soft opening, grand opening and continued promotions
• Create a positive, energetic, solution-focused environment that enhances guest experiences
• Other duties as assigned; duties and responsibilities may change at any time with or without notice.

• High school diploma or GED required, associates or bachelor’s degree a plus
• Spanish and/or Canadian French language skills greatly preferred but not required
• Experience performing extensive research to resolve complex customer inquiries
• Ability to quickly learn and understand proprietary technology/equipment and effectively communicate about technical terms
• Friendly, empathetic, efficient, meticulous, organized – ability to create a positive, energetic, solution-focused environment that enhances guest experiences
• Display excellent communication skills via phone and written messages
• Process-oriented and strong collaborator with ability to communicate and manage well at all levels of the organization and across various departments via oral and written communication
• Strong organizational and time management skills; ability to multitask and prioritize workload
• Highly adaptable with strong problem-solving and critical thinking skills; ability to exercise good judgment and make sound data-backed decisions
• High level of integrity and dependability with a strong sense of urgency and results-orientation
• Views customer care as high priority; exhibits a positive can-do attitude
• Displays a strong initiative and drive to identify gaps and fill them

This job operates in a professional office environment. Office hours are Monday through Friday from 8:00am - 5:00pm. Guest Services hours are Monday through Sunday from 8:00am - 8:00pm This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and operates primarily indoors with limited to no…