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  • Guest Experience Specialist
    Guest Experience Specialist
    hace 5 días
    $70000–$75000 anual
    Jornada completa
    Manhattan, New York

    At NAYA, we're on an exciting journey - growing fast, sharing authentic, fresh and nutritious Middle Eastern flavors, and building a team that grows right along with us. At NAYA, our mission is to share the Middle Eastern flavors that nourish and inspire us We are looking for an experienced, passionate person to grow with us as we live our mission. If you're ready to lead with heart, inspire others, and be part of something bigger, NAYA is the place to make it happen. You will love working at NAYA We believe great people deserve great rewards. NAYA offers a comprehensive and people-focused benefits package designed to support you at work and beyond, including: • Paid Vacation time, • Pet Insurance - because At NAYA, you'll find more than a job --- you'll find a community that values you, supports your goals, and celebrates your success. The Guest Experience Specialist is responsible for managing and elevating NAYA's guest communication across all feedback channels---including email, surveys, social media, and third-party platforms. This role ensures that every guest interaction is handled with care, consistency, and a solutions-oriented mindset, turning feedback into meaningful action. You will serve as the voice of the guest within the organization---responding to inquiries, recovering guest experiences, documenting insights, and escalating issues when needed. You'll be the person who sees feedback as more than a response task, but as a system for continuous improvement---someone who is empathetic, detail-oriented, and driven to create exceptional guest experiences at scale. How You'll Impact What You'll Do Guest Communication \& Recovery • Address a wide range of topics including general inquiries, food and service feedback, and technical issues., • Recover guest experiences through thoughtful, timely, and solution-oriented responses., • Support and potentially expand into active engagement on social media comments. Feedback Management \& Documentation • Accurately document, categorize, and track all guest inquiries and feedback., • Maintain detailed records to ensure visibility into trends, recurring issues, and resolution outcomes., • Utilize reputation management and CRM tools to manage interactions efficiently and consistently. Escalation \& Issue Resolution • Identify and escalate inquiries to appropriate internal stakeholders, including Operations, Marketing, and Technology teams., • Clearly document technical issues and partner with teams to ensure timely resolution., • Monitor recurring issues and help prevent future occurrences through proactive follow-up. Insights \& Continuous Improvement • Analyze guest feedback to identify patterns, risks, and opportunities for improvement., • Provide recommendations to enhance guest experience across in-store and digital channels., • Conduct proactive guest outreach when needed to support operational initiatives or marketing campaigns. Operational Awareness • Maintain a strong, up-to-date understanding of NAYA's menu, restaurant operations, procedures, and technology platforms., • Stay current on updates and changes to ensure accurate and informed guest communication. What you Bring • High School Diploma or equivalent required., • 1+ years of experience in a customer-facing role, ideally within hospitality or a multi-unit environment., • Exceptional customer service skills, with strong active listening and written/verbal communication abilities., • Experience using tools such as Google Workspace, reputation management platforms (Tattle, SOCI, Olo Engage, Yext), and CRM systems (Salesforce, Kustomer, Gladly, etc.)., • Ability to document and communicate technical issues clearly for escalation and resolution., • Strong organizational skills with a high level of attention to detail. A mindset that is: • Guest-first, prioritizing quality of interaction over speed---ensuring every guest feels heard and supported, not rushed., • Skilled at navigating complex feedback, able to break down multi-layered concerns and respond thoughtfully., • Intuitive in recognizing when a guest is seeking resolution versus simply wanting to be heard---and able to adapt accordingly., • Curious and growth-oriented, with a desire to continuously improve how the role functions, not just execute it., • Highly organized, empathetic, and solutions-driven.

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  • Join Our Team – FOH & BOH Positions Open (Servers & Hospitality Roles)
    Join Our Team – FOH & BOH Positions Open (Servers & Hospitality Roles)
    hace 7 días
    $13–$25 por hora
    Jornada completa
    Manhattan, New York

    Become part of Fifth Avenue's premier new dining destination! QuanJuDe New York is seeking passionate, proactive, and motivated individuals to join the founding team of our much-anticipated U.S. flagship restaurant! With a prestigious 160-year history and global acclaim—underscored by our Vancouver outpost earning a Michelin Star for three consecutive years—our brand is bringing its legendary signature flavors, elevated by a modern, refined experience, right to the center of NYC. We offer a variety of rewarding career paths and are dedicated to building a culture centered on excellence and unparalleled guest service. If you have a strong commitment to service and genuine enthusiasm for hospitality, we look forward to receiving your application! We offer a competitive compensation package, with details negotiable. Front of House (FOH) Positions - Organized by Importance & Category I. Senior Management 1. General Manager (GM) • Responsibilities: Oversees all restaurant operations (FOH & BOH), P&L management, strategic planning, staff leadership, ensuring exceptional guest experiences and brand standards., • Experience: Extensive senior management experience in high-volume, upscale/fine dining required. 2. Assistant General Manager (AGM) • Responsibilities: Supports the GM in all aspects, manages daily FOH operations, staff scheduling and supervision, inventory control, guest relations resolution., • Experience: Strong FOH management experience in upscale dining required. 3. Marketing Director • Responsibilities: Develops and implements marketing strategies, manages brand communications, PR, advertising, social media oversight (must be proficient in major platforms like Instagram, TikTok, etc.), analyzes market trends. Must be familiar with the NYC F&B scene. 1. Floor Manager • Responsibilities: Manages dining room service flow, supervises floor staff, ensures service standards are met, handles guest interactions and resolves issues during service., • Experience: FOH management or supervisory experience in a high-quality restaurant required. 2. Bar Manager • Responsibilities: Oversees all bar operations, beverage inventory management, ordering, cost control, develops cocktail menu, manages bar staff., • Experience: Bar management or extensive high-end bartending/supervisory experience required. 3. Sommelier • Responsibilities: Responsible for maintaining and updating the wine list, cellar organization, providing expert wine service and pairing recommendations to guests, and conducting staff wine training. 1. Server Captain • Responsibilities: Leads a service section, provides exemplary service to guests, assists with training junior servers, may handle special guest requests or VIP tables., • Experience: Extensive fine dining server experience with demonstrated leadership potential required. 2. Expo Lead / Support Leader • Responsibilities: Responsible for ensuring cleanliness of the expo/pass area; ensuring timely and accurate food dispatch in correct sequence; coordinating Food Runner/Support staff; training new support team members., • Experience: Experience as an Expediter or Senior Food Runner preferred, with leadership potential. 3. Server (HIGH TIPS) • Responsibilities: Provides attentive and knowledgeable table service, explains menu items, takes orders accurately, ensures guest needs are met throughout their dining experience., • Experience: Fine dining server experience required; candidates with strong sales awareness and skills (e.g., able to perform upselling and product recommendations) are preferred. 4. Bartender • Responsibilities: Prepares high-quality alcoholic and non-alcoholic beverages, interacts with guests at the bar, maintains bar cleanliness and inventory, follows recipes precisely., • Experience: Professional bartending experience required; specialized craft cocktail/mixology experience preferred for a stronger focus. 5. Host Leader • Responsibilities: Leads the daily operations of the host team, manages shifts, assists with training new hosts, handles complex reservations or guest inquiries, ensures efficient and organized front desk operations., • Experience: Extensive host experience with demonstrated leadership or training capabilities required. 6. Host / Hostess • Responsibilities: Greets and seats guests, manages reservations flow, answers phones professionally, maintains a welcoming atmosphere at the entrance. Reports to Host Leader or Manager., • Experience: Prior hosting or customer service experience in reputable establishments preferred; excellent communication and customer service awareness are essential; candidates with sales potential or related experience are preferred. 7. Server Assistant • Responsibilities: Responsible for maintaining table cleanliness, assisting with resetting tables, providing water service, restocking service stations with supplies and cutlery, and other support tasks., • Experience: No specific experience required, but relevant F&B experience is a plus; attention to detail and service orientation are key. 8. Food Runner / Support • Responsibilities: Responsible for accurately and efficiently running food orders, assisting with clearing tables, and ensuring correct corresponding tableware is provided for different dishes. Positive attitude required; training provided. 1. Social Media Specialist • Responsibilities: Creates engaging content (photos, videos, copy), manages daily posting and community interaction on relevant platforms, assists with website updates. 1. Executive Chef • Overall responsibility for kitchen operations, menu development, cost control, team management, and quality assurance. 2. Sous Chef • Assists Executive Chef in daily kitchen management. 3. Wok Chef • Expertise in various high-heat wok cooking techniques for assigned dishes. Experience required. 4. Head Butcher • Supervises all cutting, portioning, and initial preparation of ingredients (including 'Shui Tai' duties like cleaning/processing seafood, poultry, and vegetables), manages the cutting team, ensures consistency and quality. Experience required. 5. Butcher • Performs precise cutting, portioning, and preparation of various meats, seafood, poultry, and vegetables according to specifications. 6. Steamer Chef • Responsible for the preparation and quality control of stocks, broths, soups, and stews; manages the steaming station; potentially handles processing and storage of bulk ingredients. 7. Peking Duck Chef • Specialist in the entire process of preparing and roasting Peking Duck, managing dedicated ovens and equipment. Specific experience required. 401(k) 401(k) matching Dental insurance Employee discount Flexible schedule Health insurance Paid time off Paid training Referral program Vision insurance

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