Guest Service Coordinator bei Grimaldi's

Job Summary:

Grimaldi’s Pizzeria is seeking a highly organized and customer-focused Guest Services Coordinator to support our Marketing Team. This role is responsible for managing, tracking and responding to all customer service inquiries, ensuring that each customer interaction reflects Grimaldi’s commitment to quality and hospitality. The ideal candidate is detail-oriented, proactive, and passionate about delivering exceptional guest experiences across all platforms.

Key Responsibilities:

• Monitor, distribute, and respond to customer inquiries submitted through our website, marketing email inboxes, and designated customer service phone line, using service platforms to track and document communication.

• Ensure all customer interactions, whether general questions or restaurant-specific concerns - are addressed promptly and professionally, following brand guidelines for tone and messaging.
• Proactively identify and resolve guest issues, turning negative experiences into positive outcomes when possible.
• Help maintain and refine response templates, FAQs, and standard messaging to support consistency and efficiency.
• Manage and respond to guest reviews on platforms like Google and Yelp, reflecting brand values in all public replies.
• Coordinate with individual restaurant locations to gather accurate information for guest inquiries and follow-ups.
• Collaborate with the Marketing and Operations teams to relay guest feedback and identify recurring themes or opportunities for improvement.
• Use Grimaldi’s loyalty platform to research guest accounts, apply rewards, or provide other solution-oriented support based on inquiry details.
• Maintain logs and generate reports summarizing guest sentiment, trending issues, and review performance to inform broader marketing and guest experience strategy.

Preferred Qualifications:

• A proactive, solution-oriented mindset and a passion for enhancing the guest experience.
• Experience in hospitality or customer service.
• Strong written and verbal communication skills, with excellent grammar and attention to detail.
• Strong organizational skills and the ability to manage multiple tasks and deadlines.
• Comfortable collaborating across departments and communicating with restaurant leadership.
• Comfortable using customer service and communication tools such as Outlook, CRM systems, and review management platforms to manage guest interactions and track follow-ups.

Our key ingredients consist of three simple things: People, Product and Service.  By combining these 3 ingredients with Grimaldi’s 8 Slices of Culture, we run the best pizza restaurants in the world. 

Quality – People, Product, Service
Family -- Opportunity, Diversity, Trust
Teamwork -- Creativity, Passion, Success
Communication –Listening, Understanding, Resolution
Energy – Welcoming, Positive, Fun
Accountability – Responsibility, Commitment, Focus
Hospitality – Generosity, Smile, Yes
Integrity – Respect, Honesty, Values

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We are an Equal Opportunity Employer. We E-verify.