Guest Relations Specialist

Position: Guest Relations Coordinator

Job Pay: $22 - $28 Hourly

Job Type: Full Time/ Non- Exempt

Department: Marketing Department

Report to: Director of Marketing

Location: Diamond Bar, CA Business Hours: Mon- Fri, 9am – 6pm

Travel: 25% Required (Overnight, NorCal, AZ, TX)

Company Overview: Ono Hawaiian BBQ is a fast-casual restaurant chain with over 100 locations across California and Arizona. We specialize in Hawaiian-inspired plate lunches and other island specialties, prepared fresh daily using the finest ingredients. Our goal is to bring a taste of the islands to our customers while delivering exceptional service in an inviting atmosphere

Job Overview: Ono Hawaiian BBQ Marketing team is seeking a Guest Relations Coordinator. You will be in a unique position to learn about building and growing a brand that people love, while developing communication skills, contributing to innovative campaigns, and engaging with brand’s fans to relay the brand objectives. The right person for this role thrives in a fast-paced environment, has superior communication and organization skills, and can handle many projects at the same time effectively. We’re looking for someone who loves food, restaurants, engaging with people, and has brand-building experience. If you are someone who can think creatively, work efficiently, problem-solve quickly, with the aloha spirit, this is a great role for you.

Responsibilities include but not limited to supervise, assist, review, prepare and posting of the following:

• Handle community relations through answering phone calls, and website feedback forms.

• Manage the company's website fill forms and respond to inquiries in a timely manner.

• Aid in PR initiatives, Grand Opening events, and other company events. Interact and engage with customers in person. Occasional travel will be required.

• Fulfill occasional merchandise orders and communicate with customers.

• Distribute marketing materials to all store locations and communicate/follow up on marketing requirements in the field.

COMMUNITY MANAGEMENT:

• Manage community management log – tracking all guest relations incidents and following up with guests, District Managers, and Regional Managers promptly.

• Follow crisis management procedures, including quick resolution of any situation.

• Engage in positive brand conversation through emails and DM.

• Organize donations/community outreach process; follow up with gift card requests or any other donation materials.

• Problem solves unique customer concerns that arise.

• Update store listings across all platforms – Google, Yelp, Facebook, website, etc

INFLUENCER/MEDIA CAMPAIGNS:

• Coordinate influencer/ media restaurant visits and needs with Operations, ensuring flawless execution with established practices and follow-up.

• Assist in marketing photo shoots and campaign production.

AD HOC:

• Support the Marketing Team with projects as needed.

• Be a resource for all things guest-related – facilitate Grand Opening events and customer relations/engagements.

Qualifications/Requirements:

• BS/BA degree in Communications/Hospitality, or a related field, strongly desired

• Previous experience working in a similar role (1 year minimum).

• Knowledge and expertise with multiple social media platforms, including Facebook, Twitter, Instagram, Google Business and Yelp.

• Proficient on PC and in Microsoft Office Suite.

• Must be proactive, detail-oriented, and can work independently.

• Communicate effectively, both orally and in writing, to individuals and groups at all levels within and outside of the organization

• Must be able to demonstrate interest and knowledge of the restaurant industry and food.

• Professional demeanor, dependable with a positive attitude.

• Sense of urgency, with ability to prioritize multiple projects.

• Must be focused and take the initiative to resolve issues.

• Move, lift, carry, push, pull, and place objects weighing less than or equal to 30 pounds without assistance.

• Must be proactive, detail-oriented, and can work independently.

• Communicate effectively, both orally and in writing, to individuals and groups at all levels within and outside of the organization.

• Must be able to demonstrate interest and knowledge of the restaurant industry and food.

• Professional demeanor, dependable with a positive attitude.

• Sense of urgency, with ability to prioritize multiple projects.

• Must be focused and take the initiative to resolve issues.

Benefits

• 401(k) matching program to help you save for retirement.
• Comprehensive dental insurance coverage for you and your dependents.
• Health insurance plan to support your well-being.
• Generous paid time off to rest, relax, and recharge.
• Vision insurance to ensure your eye health.

Company Perks

At Ono Hawaiian BBQ, we value our employees and strive to provide a positive work environment. In addition to competitive compensation, we offer online employee discounts to amusement parks, restaurants, movie theaters, spas, sporting events, and so much more! We believe in creating opportunities for our employees to enjoy their time outside of work and make lasting memories with their families and friends.

Physical Demands

• Occasionally lift and carry items (minimum of 25 pounds)

Environmental Conditions

• Office environment

Additional Information

Ono Hawaiian BBQ is an equal-opportunity employer committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Ono Hawaiian BBQ makes hiring decisions based solely on qualifications, merit, and business needs at the time.