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Guest Insight Manager - London

Employer
The Restaurant Group
Location
London, Greater London
Salary
Competitive
Closing date
12 Nov 2021

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Guest Insight Manager - London

About Us

We're The Restaurant Group (TRG for short) and we're one of the UK's biggest hospitality businesses. Were a significant player in the UK casual dining market, operating over 400 restaurants and pubs including Wagamama, Frankie and Benny's, Chiquito, and Brunning & Price. Our diverse portfolio of brands provides something for everyone, and we are proud to be TRG.

About the Role

We are looking for a Guest Insight Manager to help drive business change that leads to an enhanced guest and team experience. This role will help bring the guest voice to life across our teams and improve guest journeys and overall satisfaction at every touch point. You will be the driving force of change across the business, leading insight projects and programmes with stakeholders to inform key decision making. Essentially, you will help excecute our operational guest measures, KPI's, Insights and reporting.

What we can offer you:

  • 20% bonus
  • Excellent benefits package including 30% Food and Drink discount for dine in with friends and family at any of our TRG brands including Wagamama's, Frankie and Benny's, Chiquitio's, Brunning and Price Pubs and any of our airport concessions
  • ShareSave Scheme
  • Opportunity to join our extensive apprenticeship program with various courses for personal development
  • Excellent employee support programme, up to 6 free counselling sessions


Key Responsibilities:

  • Line manager responsibility for 2 members of the guest services team
  • Contribute to the development of a digital guest experience in partnership with our other central teams
  •  Leading voice of the guest regular meetings, taking accurate minutes, and preparing/maintaining documentation and action plans, ensuring a continuous cycle of feedback
  • Regular review of guest issue resolution to ensure timely and quality handling, to drive improved guest satisfaction and reduce escalated complaints due to poor service.
  • Develop and prepare weekly summary of key insights and information, for sharing with the senior leadership team

You will ideally have:

  • 3 - 5 years operational experience
  • Knowledge of Yumpingo and Fourth system technology
  • Strong insights and analytical background

 

Make it Magic
Has a positive can-do attitude and is committed to delivering the highest quality of service for our team members and guests

Keep it Fresh
Challenges the way things are done, takes a creative approach and has a keen interest in Marketing and innovation

Be Sharp
Adapts easily in a changing, fast paced environment, can work flexibly under pressure, and demonstrates a strong sense of urgency

Own it
Takes personal responsibility, has a proactive approach, and strives to deliver great results

Do it Together
Has the ability to lead and positively influence at all levels, works collaboratively with others and is fun to be around.

 

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