Guest Services Coordinator

Eligible for a hybrid work schedule split between home & office.

You may know us as a company with great food…You may also know us from ‘Fortune’s 100 Best Companies to Work For’ list, since 2014! What you may not know is how our hard we work in taking exceptional care of our guests!

Reporting to the Senior Manager, Guest Services, the Guest Services Coordinator serves as a corporate liaison for our guests and will work in our Corporate Support Center located in Calabasas Hills, CA, supporting a $3.8 billion dollar company with over 350 full service restaurants and more than 49,000 staff members.

You’ll thrive in this position if you:

• Enjoy a fast-paced environment: You are adept at multitasking to reactively and proactively address any guest issues.
• Independent thinker: You don't need to be given continual direction and know how to manage yourself; you're meticulously organized with an unquenchable drive for results.
• Thick-skinned: You can easily work through a guest issue while keeping cool in the face of adversity.
• Organized and detail-oriented: Some can juggle a task or two, but you can do far more; You can quickly change course when priorities shift.

• Providing a single point of contact for response and resolution for guest related questions, comments, and/or concerns across multiple brands and areas of business.
• Providing support and feedback to restaurant managers based on guest communication.
• Respond to guest comments, inquires and complaints via email and/or phone.
• Send email and letter responses with gift cards.
• Follow up with restaurant. Research gift card and Medallia survey questions and issues.

• Excellent verbal and written communication skills
• Analytical and research skills
• Active Listening skills and convey empathy
• Strong Ability to Multi-Task
• Self-motivated Work with minimal supervision
• Able to work a flexible schedule (standard, peak/holiday season 40+ hrs per week, nights and weekends)

What we prefer:

• Strong understanding of the restaurant and/or hospitality industry
• Knowledge of Astute or equivalent Customer Relationship Management (CRM)
• Negotiation skills
• Bachelor’s Degree

• Medical, Dental & Vision
• Eligible for benefits first day of the month following date of hire
• 401K with company match 
• 3 weeks of vacation which increases to 4 weeks starting in your 5th year
• 5 days of sick time per year (first year prorated)   
• Tuition Reimbursement of $2,500 for qualified programs
• Adoption Assistance Benefit of $2,500
• 25%-35% discount when dining as a guest 
• Reusable gift card loaded annually for your dining enjoy

Named to FORTUNE Magazine’s “100 Best Companies to Work For®” list every year since 2014, The Cheesecake Factory Incorporated is a leader in experiential dining. We are culinary-forward and relentlessly focused on hospitality. Delicious, memorable experiences created by passionate people—this defines who we are and where we are going.

We currently own and operate over 370 restaurants throughout the United States and Canada under brands including The Cheesecake Factory®, North Italia®, Flower Child® and a collection of other FRC brands. Internationally, 35 The Cheesecake Factory® restaurants operate under licensing agreements. Our bakery division operates two facilities that produce quality cheesecakes and other baked products for our restaurants, international licensees and third-party bakery customers.

We are committed to creating an inclusive and welcoming workplace for all. We welcome applicants from a wide variety of identities, ideas, perspectives, backgrounds and experiences to apply. The Cheesecake Factory offers reasonable accommodations to job applicants with disabilities.

#SoCheesecake #LifeAtCheesecake

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