Guest Experience Specialist

Department: Cuyahoga Admin 105699

Employment Type: Full Time

Location: Groveport

Reporting To: Kaersten Haverkos

Compensation: $19.00 - $21.00 / hour

Description

A Taste of Who We Are:

Backed by a tireless commitment to high quality, innovative culinary offerings and unparalleled client and guest services, Continental consistently ranks among the top contract dining and refreshment providers in the nation according to Food Management Magazine, the industry’s source for food service news and trends.

Our Mission

Delight our guest. Every meal. Every day.

Our Core Values

• Exceptional – We recruit and retain phenomenal people who consistently go the extra mile to deliver results that lead the industry.
• Hospitality – We are tirelessly committed to providing the highest quality food, beverages, and service by anticipating our guests' needs so they can count on memorable experiences every time.
• Collaboration – We prioritize working together with a shared vision and effective & transparent communication, we unite as one team to achieve remarkable experiences.
• Responsibility – we hold ourselves accountable to be there for our team and clients, to deliver what we say we will, when we say we will and check in on progress along the way.
• Innovation – We are forward-thinkers always looking for new processes, technologies, and techniques to increase efficiencies and scalability to improve our services.

The Experience You’ll Create:

The Guest Experience Specialist is a field-based role responsible for elevating the guest experience across a defined territory of client locations. This position serves as a frontline brand ambassador, collaborating with Account Managers (AMs) and market teams to champion hospitality standards, enhance customer satisfaction, and reinforce Continental's mission of "unreasonable hospitality."

• Serve as the dedicated Guest Experience Specialist for a defined region
• Partner with assigned Account Manager (AM) to understand access protocols and location nuances, prioritize locations requiring attention or support, and collect and share insights that shape future store visits
• Execute all Grand Openings within designated territory, including preparation/planning (pre-opening coordination), internal communication between sales and operations to ensure alignment and awareness, on-site coordination, and collecting and documenting Grand Opening feedback
• Coordinate and execute additional Client Engagement events including event partnerships with vendors (e.g., Red Bull)
• Plan site visits at least one week in advance and log all visits and related details in the Guest Experience Schedule
• Adapt to changes in scheduling due to client needs or business priorities
• Schedule efficiently by leveraging flexible, unscheduled visit opportunities when appropriate
• Develop deep understanding of the Guest Experience and interactions with our services and technology
• Ensure in-store signage is accurate, up-to-date and appropriately placed within market and vending service locations
• Execute routine site visits, identify service gaps, and share feedback with location leadership
• Track all activities, follow-ups, and improvements using internal tools and scheduling sheets
• Ensure that opportunities for improvement are documented and communicated clearly, coordinated with store leads and the AM, and addressed effectively and consistently across multiple teams and departments
• Performs other related duties as assigned.

Ingredients for Thriving:

• 1-2 years of experience in hospitality, guest service, or customer-facing roles
• Strong verbal and written communication skills
• Organized, detail-oriented, and capable of managing a dynamic field schedule
• Proficient in using mobile apps, spreadsheets, and scheduling tools
• Field-focused mindset, energized by daily client interaction and on-site engagement
• Reliable communicator, able to effectively document and relay guest concerns and service needs
• Solution-oriented approach with ability to follow through on issues until resolved
• Acts as brand ambassador, representing Continental with professionalism, care, and a commitment to excellence
• Strategic thinker who can connect brand vision with operational delivery and data insights
• Collaborative leader who thrives in matrixed environments and builds trusted cross-functional partnerships
• Guest/customer obsessed with passion for delivering unforgettable guest experiences and solving service challenges
• Experience in food service, retail, or multi-location field support preferred
• Familiarity with client service protocols and service recovery approaches preferred

Location(s) & Logistics:

• Regional hub-based position with frequent travel within designated territory
• Extended periods of standing and walking during on-site visits
• Flexible schedule to accommodate client needs and visit requirements
• Valid driver's license and reliable transportation required

Savor the Benefits:

We offer a range of benefits for eligibles team members, including:

• Health Coverage – Medical, Dental and Vision
• Voluntary Life/AD&D, Short-Term and Long-Term Disability, Critical Illness, Parental Leave
• 401(k) with company match
• Paid Time Off
• Wellness Programs
• Referral bonus
• Additional Perks

To see a summary of current benefits, please visit https://www.continentalserves.com/work-at-continental/#benefits.