Guest Experience Representative

About the Role

A fast-growing, U.S.-based premium lifestyle food brand is seeking a Guest Experience Representative to deliver high-touch, concierge-level support across digital channels.

The brand operates as a premium “ghost kitchen” concept, meaning there are no dine-in locations. Instead, all orders are placed online and fulfilled through delivery. This model allows the brand to focus entirely on food quality and guest experience behind the scenes, while the Guest Experience team ensures every interaction feels as thoughtful and high-touch as a luxury, in-person dining experience

In this role, you will act as the voice of the brand, engaging directly with guests across email, SMS, and occasional phone interactions. The focus is on delivering thoughtful, real-time support that feels human, personal, and aligned with a premium hospitality experience.

The team operates in a fast-paced, delivery-first environment, similar to a high-end restaurant without dine-in service. Guests expect not just resolution, but care, attention, and a seamless experience, especially when things go wrong.

Success in this role requires the ability to:

• Communicate naturally and authentically (not scripted)
• Think on your feet and respond in real time
• Balance empathy with confidence when handling challenging guests
• Take full ownership of guest issues from start to resolution

This is a high-accountability role with long shifts and a strong emphasis on consistency, professionalism, and team collaboration.

Time: 10 AM - 10 PM (U.S. Pacific Time)

Who You Are

• You are someone who naturally creates meaningful, human interactions and takes pride in delivering exceptional service.
• You communicate in a way that feels genuine and conversational, not templated or rehearsed. You are comfortable handling both positive and difficult guest interactions while maintaining composure and clarity.
• You are coachable, reliable, and motivated to grow within a high-performance, hospitality-driven environment.
• You take ownership of your work, follow through on commitments, and are willing to go above and beyond to create a better guest experience when needed.
• You are not just completing tasks, you are actively thinking, adapting, and improving how each interaction is handled.

What You'll Do

• Guest experience & communication
• Deliver personalized, high-quality support across email, SMS, and phone
• Engage with guests in a natural, human, and unscripted manner
• Ensure every interaction reflects a premium, concierge-level experience
• Guest issue resolution & recovery
• Handle guest concerns with empathy, clarity, and sound judgment
• Turn negative experiences into positive outcomes through thoughtful responses
• Balance guest care with company guidelines and decision-making
• Ownership & follow-through
• Take full ownership of guest issues from start to resolution
• Ensure timely, accurate, and thoughtful responses across all channels
• Maintain strong attention to detail in all interactions
• Cross-functional coordination
• Collaborate with kitchen operations and internal teams to resolve issues efficiently
• Help ensure smooth execution across delivery, fulfillment, and guest communication
• Service excellence & continuous improvement
• Uphold high standards for hospitality and professionalism
• Identify opportunities to improve guest experience and internal processes
• Adapt to feedback and continuously refine communication and service approach

Requirements

• Excellent written and spoken English with a natural, conversational tone (C1–C2 level required)
• 3+ years of experience in customer-facing roles (hospitality, guest services, client experience, or similar)
• Strong experience in high-touch service environments (hotel, airline, restaurant, concierge, luxury retail, etc.)
• Demonstrated ability to think on your feet and respond effectively in real-time situations
• Ability to remain calm, confident, and solution-oriented under pressure
• Strong ownership mindset and accountability in handling tasks and responsibilities
• Fully available to work U.S. Pacific hours, including weekends and long shifts
• Bachelor’s degree preferred

Preferred

• Experience in hospitality front-office roles (hotel front desk, concierge, flight attendant, restaurant service, etc.)
• Experience supporting U.S.-based customers or brands
• Experience in fast-paced, high-demand environments requiring real-time communication

Benefits

• Work From Home
• Training & Development