[HCM] Guest Experience ManagerUrgent job

GOAL
The primary objective of the role for dear our guests is: to elevate & enhance the consistency of the service and of the amazing Pizza 4P’s guest’s experience, the ultimate purpose is our guest’s happiness, enjoyment and excitement from the first touch point (web, call or walk-in) to the last (payment, goodbye) and follow-up interactions.

THE SITUATION
Pizza 4P’s has built our company and brand around the core value of Omotenashi (among others) with the spirit of wholehearted hospitality. We’ve maintained quality throughout our growth journey largely thanks to our core team who have been with us for many years.

THE CHALLENGE
However, as we accelerate our journey to make the World smile for Peace, we need to find creative ways to provide consistent, high quality standards across our network, while maintaining the flexibility to keep innovating, and enhancing our capability to expand quickly.

Currently, we lack formalized & implemented standards - including training programs, as well as a unified identity of core values among our team

THE DELIVERABLES
Part of the Restaurant Operation team, your overarching goal is empowering the Direct Operation team to realize their potential in progressing toward our vision.

Generally, this means:

- Creating an environment where a sense of belonging emerges, a culture that engages and connects people for reception team and GSA (Guests experience Agency: Call center)
- Creating vision and strategy for reception and GSA team that help people feeling inspired
- Creating policies, tools, guidelines for reception team and GSA (Guests experience Agency:Call center) that empower members to do an exceptional job, balancing between standard, autonomy, creativity and innovation
- Monitoring and providing feedback on how the team are performing, causing the team to own the outcome and generate new actions

Specifically, for this role

- For the customer service (call, message, email) channel
- Develop a system to generate, foster and enhance a culture of creating WOW experiences for customers - i.e. not merely providing a service
- Create training materials, guidelines and implement to support this goal
- Design policies, incentive structures etc. to support this goal
- For the technology (website, app, reservation, bot) channel
- Optimize the customer experience to create WOWs and enhance customer connection with the brand
- For the offline (in restaurant reception) channel
- Develop a system to generate, foster and enhance a culture of creating WOW experiences for customers - i.e. not merely providing a service
- Develop a system to effectively and efficiently care for the customers in store - through a combination of tech & people
- Develop a system to track, accelerate and ensure the quality of the team’s skill development
- Create training materials, guidelines and implement to support this goal & engage the restaurant team into implementing these training program
- Enroll & engage the restaurant reception team into generating & implementing new ideas
- Design policies, incentive structures etc. to support this goal
- Standardize restaurant receptionist team development program for Leaders, Supervisors and Restaurant Managers
- For all channels, develop tracking & monitoring mechanisms (quantitative and qualitative) to ensure consistent quality