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About Continental Events

Continental Events is renowned nationally as a leading provider of contract dining and refreshment services, driven by a relentless commitment to top-quality, innovative culinary experiences and exceptional client and guest service. Our mission centers on delighting every guest with every meal, each day.

Our Core Values

Exceptional: We hire and support outstanding individuals who consistently exceed industry standards.
Hospitality: We focus on anticipating guests' needs to guarantee memorable experiences through superior food, beverage, and service quality.
Collaboration: A unified team approach with transparent communication helps us deliver remarkable experiences.
Responsibility: We hold ourselves accountable to our teams and clients by fulfilling commitments punctually and maintaining progress checks.
Innovation: We pursue new technologies, processes, and techniques to enhance efficiency, scalability, and service quality.

Role Overview

The Guest Experience Manager leads strategy, implementation, and continuous enhancement of the guest experience across designated territories. This role directs service initiatives aligned with Continental's mission and brand, managing both field-based Guest Experience Specialists and remote Customer Service Representatives. The position requires collaboration across departments to elevate the guest journey, utilization of feedback and performance insights for ongoing improvements, and ensuring outstanding service delivery for all guests and clients.

Key Responsibilities

Lead guest experience programs, site evaluations, launches, and engagement activities to guarantee consistent and exemplary service.
Directly manage team members including scheduling, coaching, training, workflow assistance, and accountability.
Monitor guest feedback, service tickets, and escalations to swiftly resolve issues and close service gaps in various service environments.
Oversee daily team workflows, territory assignments, and coverage logistics including remote staff across multiple locations.
Collaborate with Account Management, Operations, IT, Sales, Marketing, and Product teams to ensure alignment, support rollout efforts, troubleshoot issues, and enhance the overall guest journey.
Analyze dashboards, CRM data, KPIs, and service insights to identify trends and suggest improvements to leadership.
Cultivate a culture emphasizing service excellence, teamwork, accountability, and continuous improvement within the guest support teams.
Lead hiring processes including interviewing, onboarding, and training of new team members.
Stay current with service trends and pilot innovative tools or processes that elevate guest satisfaction and operational efficiency.
Handle disciplinary actions and personnel matters per company policy.
Perform additional duties as assigned.

Qualifications and Experience

Bachelor's degree in Hospitality, Business, Communications, or a related field, or comparable experience.
Minimum of five years of leadership experience in guest services, customer experience, or hospitality sectors.
Proven background managing field-based and remote teams across multiple locations or states.
Strong skills in communication, leadership, coaching, and conflict resolution.
Proficiency with CRM platforms, feedback tools, dashboards, and KPI reporting systems such as JIRA or SEED.
Ability to prioritize and manage multiple demands in a fast-paced setting while leveraging data analytics to detect service patterns and improvement areas.
Technical and operational competence for supporting basic hardware, software, and connectivity troubleshooting.
Preferably experienced in unattended retail, food service, hospitality, or tech-enabled service industries.
Passionate about fostering service innovation, enhancing guest satisfaction, and developing hospitality-focused high-performance teams.

Location and Work Logistics

This is a hybrid position requiring approximately 25-40% travel within assigned territories for field visits and site launches.
Manage hybrid and remote employees spread across several locations and states, necessitating flexible scheduling across time zones.
Requires extensive computer-based work, a valid driver’s license, and dependable transportation.

Employee Benefits

Comprehensive health benefits including medical, dental, and vision coverage.
Optional life insurance, accident coverage (AD&D), disability (short-term and long-term), and critical illness insurance.
401(k) retirement savings plan.
Paid time off to support work-life balance.
Wellness programs promoting employee health.
Additional perks to further support team members.

Guest Experience Manager