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  • Guest Experience Specialist
    Guest Experience Specialist
    4 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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  • PCQI
    PCQI
    2 months ago
    $65000 yearly
    Full-time
    Avenel, Woodbridge Township

    Position Summary We are seeking a detail-oriented and experienced Food Safety & Quality Specialist with strong expertise in PCQI, HACCP, SQF auditing, and document control. This is a full-time, in-house position responsible for developing, implementing, maintaining, and auditing food safety and quality systems to ensure compliance with FDA regulations, GFSI standards, and customer requirements. The ideal candidate will have hands-on experience in food manufacturing environments and a strong understanding of preventive controls, risk assessment, supplier verification, and audit readiness. Key Responsibilities Food Safety & Compliance Serve as or support the Preventive Controls Qualified Individual (PCQI) under FSMA. Develop, implement, and maintain Food Safety Plans. Conduct hazard analyses and validate preventive controls. Oversee corrective and preventive action (CAPA) programs. Ensure compliance with FDA, USDA (if applicable), and local regulatory requirements. HACCP & SQF Systems Develop and maintain HACCP plans. Lead internal audits and mock inspections. Manage and support SQF certification and surveillance audits. Conduct risk assessments and verification activities. Train staff on food safety and quality procedures. Audit Management Lead internal audits for SQF, HACCP, GMP, and regulatory compliance. Prepare for and manage third-party and regulatory audits. Track non-conformances and implement corrective actions. Maintain audit documentation and records. Document Control Maintain and manage all food safety and quality documentation. Control SOPs, work instructions, forms, and records. Ensure version control and document traceability. Coordinate document revisions and approvals. Maintain training records and compliance documentation. Qualifications PCQI certification (required) HACCP certification (required) SQF Practitioner certification (preferred) 3+ years of experience in food manufacturing quality/food safety Strong knowledge of FSMA, GFSI, GMPs, and regulatory requirements Experience managing third-party audits (SQF, BRC, etc.) Strong organizational and documentation skills Excellent communication and leadership abilities

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