Guest Experience Coordinator, Marketing

Our client, a vibrant and expanding hospitality brand, is seeking a versatile, team-first Guest Experience Coordinator to serve as a vital link between the brand and its guests across online and in-restaurant touchpoints. In this role, you will be the primary voice of the brand in managing customer feedback, resolving issues, and ensuring every guest interaction reflects top-tier service standards.

Beyond day-to-day community management, you will leverage guest feedback and CSAT data to uncover trend insights, report actionable findings to senior leadership, and support broader local restaurant marketing initiatives.

Advantages
Advantages of the Role

Flexible Work Model: Enjoy a adaptable part-time schedule with predominantly remote work options.

Cross-Functional Visibility: Work directly with Store Managers, Area Directors, Marketing teams, and senior leadership to influence operational improvements.

High-Impact Brand Voice: Serve as the primary champion for guest satisfaction, directly restoring goodwill and elevating brand loyalty.

Diverse Skill Development: Build expertise across customer recovery, data analytics, software vendor management, and local marketing support.

Responsibilities
Role Responsibilities

Customer Service & Community Management:

Serve as the brand voice across digital channels (Google, Yelp, social platforms, and owned review channels).

Deliver timely, brand-aligned responses, strategically managing public vs. private communications.

Turn guest feedback and complaints into goodwill recovery opportunities while supporting Store and General Managers through guest resolution.

Share key feedback learnings with Central Support and restaurant teams to drive service alignment.

Oversee gift card fulfillment, manage general inquiries, build strong field relationships, and administer CSAT targets and software vendor contracts.

Reporting & Insights:

Monitor review sentiment, online feedback, and CSAT metrics to identify trends, risks, and operational opportunities.

Compile and deliver weekly and ongoing guest experience reports for Marketing, Operations, and senior leadership.

Translate CSAT data into actionable insights to drive continuous improvement initiatives.

Restaurant Marketing Support:

Assist with Local Restaurant Marketing initiatives and marketing collateral management (inventory, ordering, and distribution).

Coordinate vendor payments, maintain accurate administrative records, and assist the broader Marketing team on operational tasks as needed.

Qualifications
ob Qualifications

Software & Tools: Proficiency in Microsoft Office (Excel, PowerPoint, Teams, Outlook) and hands-on experience with GuestXM or similar guest experience management platforms.

Communication Skills: Exceptional written and verbal skills with a proven ability to adopt and maintain a specific brand voice across public and private channels.

Analytical Skills: Strong ability to track sentiment, analyze CSAT data, and translate metrics into clear, action-oriented reports for leadership.

Mindset & Approach: Adaptable, collaborative team player with strong problem-solving skills dedicated to guest recovery and satisfaction.

Location Preference: Candidates based in or near Mississauga, Ontario are strongly preferred to attend periodic in-person team meetings.

Summary
This role is an exceptional fit for a customer-centric professional who thrives on connecting with people and using data to make a real impact. If you excel at brand storytelling, guest recovery, and turning feedback into operational wins, this part-time opportunity offers a rewarding blend of community engagement, marketing support, and strategic reporting with a dynamic team.

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.