*** ADVANCE HIRING ***
We are conducting advance interviews ahead of our January 2027 hiring.
About the Role
A fast-growing, U.S.-based premium lifestyle food brand is seeking a Guest Experience Representative to deliver high-touch, concierge-level support across digital channels.
The brand operates as a premium “ghost kitchen” concept, meaning there are no dine-in locations. Instead, all orders are placed online and fulfilled through delivery. This model allows the brand to focus entirely on food quality and guest experience behind the scenes, while the Guest Experience team ensures every interaction feels as thoughtful and high-touch as a luxury, in-person dining experience.
In this role, you will act as the voice of the brand, engaging directly with guests across email, SMS, and occasional phone interactions. The focus is on delivering thoughtful, real-time support that feels human, personal, and aligned with a premium hospitality experience.
The team operates in a fast-paced, delivery-first environment, similar to a high-end restaurant without dine-in service. Guests expect not just resolution, but care, attention, and a seamless experience, especially when things go wrong.
Success in this role requires the ability to:
Communicate naturally and authentically (not scripted)
Think on your feet and respond in real time
Balance empathy with confidence when handling challenging guests
Take full ownership of guest issues from start to resolution
This is a high-accountability role with long shifts and a strong emphasis on consistency, professionalism, and team collaboration.
Work Schedule
The company currently operates 16 store locations across the United States, serving guests 7 days a week. To support daily operations, the Guest Experience team provides coverage during business hours across multiple U.S. time zones, ensuring every guest receives prompt, personalized service regardless of location.
Must be amenable to working U.S. business hours , including weekends and holidays as required.
Store operating hours are:
10:30 AM – 9:00 PM Pacific Time (PT)
10:00 AM – 9:00 PM Eastern Time (ET)
Team members work on a rotating schedule, including:
Opening Shift
Mid Shift
Closing Shift
2 rotating rest days per week, which may not always fall on weekends.
Compensation: $6/hr + brand new company laptop will be provided upon client onboarding
Who You Are
You are someone who naturally creates meaningful, human interactions and takes pride in delivering exceptional service.
You communicate in a way that feels genuine and conversational, not templated or rehearsed. You are comfortable handling both positive and difficult guest interactions while maintaining composure and clarity.
You are coachable, reliable, and motivated to grow within a high-performance, hospitality-driven environment.
You take ownership of your work, follow through on commitments, and are willing to go above and beyond to create a better guest experience when needed.
You are not just completing tasks, you are actively thinking, adapting, and improving how each interaction is handled.
What You'll Do
Guest experience & communication
Deliver personalized, high-quality support across email, SMS, and phone
Engage with guests in a natural, human, and unscripted manner
Ensure every interaction reflects a premium, concierge-level experience
Guest issue resolution & recovery
Handle guest concerns with empathy, clarity, and sound judgment
Turn negative experiences into positive outcomes through thoughtful responses
Balance guest care with company guidelines and decision-making
Ownership & follow-through
Take full ownership of guest issues from start to resolution
Ensure timely, accurate, and thoughtful responses across all channels
Maintain strong attention to detail in all interactions
Cross-functional coordination
Collaborate with kitchen operations and internal teams to resolve issues efficiently
Help ensure smooth execution across delivery, fulfillment, and guest…