Guest Relations & Catering Operations Supervisor
At Red Robin, our Guest Relations and Catering teams embody the spirit of hospitality, connection, and accountability. This role ensures that every guest interaction—whether through catering services or guest relations channels—results in a positive, memorable experience that strengthens brand loyalty.
The Guest Relations & Catering Operations Supervisor leads two critical experience pillars: Guest Relations and Catering Operations. This role is responsible for delivering consistent, high-quality service across all guest touchpoints while driving operational excellence, team development, and continuous improvement.
Every call, email, case, or catering event is an opportunity to create joy. This position ensures the voice of the guest is heard, issues are resolved with empathy and efficiency, and operational standards reflect Red Robin’s fun-loving and guest-first culture.
Key Responsibilities
1. Team Leadership & Performance
- Oversee daily operations of the Guest Relations and Catering teams, including internal and outsourced resources, ensuring service quality, accuracy, and timeliness.
- Manage staffing, schedules, and workloads to meet established KPIs and SLAs.
- Coach, mentor, and evaluate team members to drive performance, engagement, and professional growth.
- Identify skill gaps and lead training initiatives for onboarding, system enhancements, and process updates.
- Foster a culture of accountability, collaboration, and alignment with Red Robin values.
2. Guest Experience Management
- Ensure all guest inquiries, feedback, and escalations are resolved promptly and professionally.
- Maintain a consistent brand voice across phone, email, web, written correspondence, and social platforms.
- Personally manage complex or escalated guest cases to resolution.
- Monitor and analyze guest experience metrics (CSAT, resolution time, contacts per hour) and implement improvements.
- Oversee quality audits and compliance standards.
3. Catering Operations Oversight
- Supervise daily catering operations to ensure flawless execution and on-time delivery.
- Partner with restaurant operations, vendors, and cross-functional teams to ensure alignment.
- Maintain accuracy in catering systems including Monkey Media, OLO, and Salesforce.
- Resolve escalated catering concerns and proactively mitigate service risks.
- Analyze catering feedback trends to support growth and optimization initiatives.
4. Process, Systems, & Quality Management
- Lead continuous improvement initiatives across Guest Relations and Catering.
- Develop and maintain templates, workflows, and SOPs to improve efficiency and accuracy.
- Analyze dashboards and KPIs to drive data-informed decisions.
- Collaborate with Marketing, IT, Finance, and Operations to ensure consistent guest messaging and system alignment.
5. Decision-Making & Empowerment
- Authorized to issue guest recoveries up to $100 in alignment with service recovery guidelines.
- Make real-time decisions regarding staffing, prioritization, and escalations.
- Balance guest satisfaction with operational integrity and business objectives.
Skills & Qualifications
- Minimum of 5 years of experience in guest service, catering, or hospitality operations.
- At least 2 years of people leadership experience.
- Strong written and verbal communication skills.
- Proven ability to analyze metrics and drive performance improvements.
- Proficiency with Salesforce, Monkey Media, OLO, and Google Workspace.
- High emotional intelligence and ability to remain calm under pressure.
- Alignment with Red Robin’s values of hospitality, trust, and care.
- Bilingual skills are a plus.
Mission Alignment
This role directly supports Red Robin’s mission by ensuring every guest interaction reflects our commitment to hospitality, accountability, and memorable experiences.
Compensation Range: $59,300.00 - $77,150.00
Red Robin is an Equal Opportunity & E-Verify Employer
