Digital Reputation & Experience Specialist (Queens)

Position Summary: Every guest interaction shapes how people experience the Nan Xiang brand. As Guest Experience Manager, you'll build and lead our guest experience function during an exciting period of national growth, ensuring every digital interaction reflects the hospitality, care, and quality we're known for. Reporting to the Director of Marketing, you'll oversee our guest experience across every digital touchpoint—including online reviews, guest inquiries, loyalty support, and customer communications. You'll manage our reputation across platforms like Google, Yelp, TripAdvisor, and our loyalty platform while building the systems, processes, and team that deliver timely, thoughtful, and consistent support at scale. This role combines customer experience, operations, technology, and analytics to transform guest feedback into actionable insights that strengthen our reputation, improve the business, and keep guests coming back.

Key Responsibilities: Online Reputation Management

• Own Nan Xiang's online reputation across all guest-facing review platforms, including Google, Yelp, TripAdvisor, and future review channels.
• Ensure reviews receive timely, personalized, and brand-aligned responses.
• Monitor restaurant ratings, identify trends, and proactively escalate issues requiring operational follow-up.
• Develop response standards and best practices that create a consistent guest experience across every location.
• Monitor competitive guest sentiment and emerging industry trends to identify opportunities for continuous improvement. Guest Support & Customer Care
• Own the end-to-end digital guest support experience across our website, email, loyalty platform, online ordering channels, and other guest communication touchpoints.
• Resolve guest concerns with professionalism, empathy, and efficiency while coordinating with Operations and restaurant leadership when needed.
• Build clear escalation processes to ensure every guest inquiry reaches the appropriate team and is resolved promptly.
• Continuously improve response quality and overall guest satisfaction. Guest Experience Operations
• Build and maintain a comprehensive Help Center, FAQ library, and internal knowledge base that supports both guests and internal teams.
• Develop response templates, SOPs, and service standards that improve consistency and efficiency.
• Identify opportunities to streamline workflows and improve the overall guest support experience. Loyalty & Digital Guest Experience
• Serve as the primary marketing contact for Thanx guest support, loyalty questions, and digital ordering inquiries.
• Monitor guest feedback related to loyalty, rewards, and online ordering to identify opportunities for improvement.
• Partner with Marketing, Operations, and Technology teams to enhance the overall digital guest experience. Continuous Improvement & Innovation
• Continuously evaluate new tools, technologies, and automation opportunities that improve the speed, consistency, and quality of guest communications.
• Identify repetitive workflows and develop scalable solutions that improve both the guest and team experience.
• Build and maintain response libraries, knowledge resources, and standardized workflows that improve efficiency and consistency.
• Research, test, and recommend new technologies—including AI-powered solutions—that meaningfully improve hospitality, productivity, or the guest experience. Reporting & Guest Insights
• Develop executive dashboards that provide visibility into guest sentiment, reputation performance, response times, recurring issues, and emerging trends.
• Analyze guest feedback to identify operational opportunities, competitive trends, and areas for continuous improvement.
• Present monthly insights and actionable recommendations to Marketing, Operations, Culinary, and Leadership that improve the guest experience and business performance.
• Serve as the voice of the guest by transforming customer feedback into meaningful business intelligence. Team Leadership
• Recruit, train, coach, and manage a team of part-time Guest Experience Coordinators.
• Establish quality standards, performance expectations, and response time goals.
• Schedule team coverage to ensure consistent support across all guest communication channels.
• Foster a culture of hospitality, accountability, and continuous improvement.
• Build a high-performing Guest Experience team capable of supporting Nan Xiang's continued expansion.

What Success Looks Like: The successful candidate combines empathy with operational excellence. They understand that every guest interaction is an opportunity to strengthen trust, build loyalty, and protect the Nan Xiang brand. They don't simply answer reviews—they identify trends, improve processes, develop their team, and transform guest feedback into meaningful business improvements.

What We're Looking For: We're looking for someone who is passionate about hospitality, highly organized, and committed to delivering exceptional guest experiences through thoughtful communication and continuous improvement. You should bring:

• 4–6 years of experience in guest experience, customer service, customer success, hospitality, or online reputation management.
• Experience managing online review platforms, customer support channels, or guest communication programs.
• Strong written communication skills with the ability to adapt messaging while maintaining a consistent brand voice.
• Experience developing SOPs, workflows, knowledge bases, or customer support documentation.
• Strong analytical skills with experience developing reports and identifying trends from guest feedback.
• Demonstrated ability to build processes, improve workflows, and create scalable systems in a fast-growing environment.
• Experience leading, coaching, or managing customer support teams is preferred.
• Excellent organization, time management, and problem-solving skills.
• A calm, empathetic, and solutions-oriented approach to guest interactions.
• Restaurant, hospitality, retail, franchise, or multi-location experience is strongly preferred. Mission: Be the voice of our guests.