Evening/Weekend Digital Hospital Coordinator

Position Summary

Freddy’s Digital Hospitality Teamprovides exemplary guest service when receiving communication from guests, as well as Franchisees. Most of the Guest feedback is received via a vast network of social media platforms, including positive and negative feedback regarding Freddy’s locations, publicly posted reviews of the guest’s experience, as well as inquiries about job openings or new location opportunities. This is a job in our Wichita, Kansas market.

Specific Responsibilities

• Provide excellent teamwork and communication with fellow Team Members as well as franchise partners.
• Use a variety of software such as Microsoft Word, Microsoft Teams, Outlook, Excel, Variety of Social Media Platforms to produce correspondence and documents. Maintain records, tracking forms and spreadsheets with a high level of accuracy.
• Available for quarterly prescheduled weekday meetings with the team
• Respond to incoming voicemails, letters, social media, app comments, web comments and emails regarding operational complaints, comments, or other forms of correspondence in a timely manner.
• Assist the social media team in special projects as appropriate.
• Acknowledge, filter, and distribute incoming Guest comments to the appropriate parties (as outlined in the Guest Relations Tracking Procedures).
• Will be required to cover vacations and time off for Team Members in the same role at the direction of the manager. This will include nights and weekends. Must consider this as time worked and be responsible for managing time weekly in conjunction with company rules and business needs.
• Publish content to Freddy’s communications website (The Scoop) as assigned.
• Publish store operation updates to Facebook and store listing sites.
• Log, track, and follow up on Guest comments per Company guidelines.
• Demonstrate Freddy’s culture of hospitality and respect in all aspects of communication with franchise groups and external Guests.
• Follow up on all correspondence within the set timeframe per Company requirements.

Desired Skills & Proficiencies

• Lives HOSPITALITY in every instance consistently.
• Thorough understanding of new technology (smartphones, tablets, online tools).
• Recognizes proper level of urgency and intensity.
• Always willing to learn and be receptive to coaching. MS Office (Excel, Word, PowerPoint, and Outlook)
• Have strong decision-making abilities while protecting the brand and Guests.
• Organized; manages time efficiently.
• Strong written and verbal communication skills, including grammar, punctuation, and spelling.
• Present a calm and professional presence in stressful situations.
• Detail-oriented; makes sure all communications going out are accurate and free of spelling or grammatical errors.
• Knowledge and proficiency in social media platforms.
• Database management systems.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to:

• Specific visions abilities required for this job include close vision and the ability to adjust focus
• Sit, talk and hear
• Type data, operate computer and other business equipment