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  • Guest Experience Specialist
    Guest Experience Specialist
    3 days ago
    $70000–$75000 yearly
    Full-time
    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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  • Community Engagement Coordinator
    Community Engagement Coordinator
    25 days ago
    Full-time
    Jamaica, Queens

    Black Spectrum Theatre Company, Inc. About Us Founded in 1970, Black Spectrum Theatre Company is a cultural institution in Queens dedicated to preserving and promoting African American cultural expression through theatre, film, and community programming. We are seeking a passionate and organized Community Engagement Coordinator to strengthen our connection with audiences, community partners, and supporters while assisting with marketing, communications, and event coordination. Position Summary The Community Engagement Coordinator plays a key role in fostering relationships with subscribers, community members, media outlets, and partner organizations. This role combines administrative support, marketing, and outreach responsibilities to ensure strong community involvement and a seamless patron experience. Key Responsibilities Community Engagement & Outreach Public Speaking: Represent the theatre at public forums and community events. Liaison: Act as the primary point of contact for elected officials and community organizations (includes attending at least one event/meeting per week). Correspondence: Draft and distribute newsletters, updates, thank-you letters, and memos to patrons and stakeholders. Campaigns: Organize and support community outreach campaigns and audience surveys. Logistics: Assist in coordinating vendor participation and guest relations for festivals and special events. Marketing & Communications Media Kits: Draft press releases, promotional copy, and media kits for the season. Research: Maintain targeted media, press, and community contact lists. Multimedia: Create and distribute promotional videos, trailers, and social media content. Quality Control: Proofread and edit documents and video clips to ensure professional standards. Administrative Support Distribution: Print and distribute flyers, brochures, and event materials throughout the facility and community. Office Management: Manage incoming calls, messages, and general office communications. Data Entry: Assist with scheduling, filing of forms/receipts, and database maintenance. Event & Media Support Signature Events: Provide onsite support for the St. Albans Jazz & R&B Festival and all concert series. Production Liaison: Coordinate with production staff, special guests, and vendors. Video Tasks: Assist with scripting, editing, and archiving promotional video content. Qualifications Experience: 2–4 years in community engagement, arts administration, or marketing. Traits: Must be an outgoing, charismatic communicator capable of engaging diverse audiences. Skills: Strong writing, editing, and relationship-building abilities. Technical: Proficiency in Microsoft Office and Google Workspace. Experience with Ovation (database management) is preferred. Social Media: Familiarity with platforms and basic content creation/video editing. Flexibility: Comfort working evenings and weekends for performances and events. Transport: A personal vehicle is preferred for community outreach.

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