Job Overview
Employment Type
Full-time
Compensation
Salary
Range $148,000.00 - $185,000.00
Work Schedule
Standard Hours
Flexible
On-call
Benefits
competitive pay
Medical insurance
Dental Insurance
Vision Insurance
Life insurance
Health savings account
Commuter Spending Accounts
401(k) Plan
Employee assistance program
Employee Discounts
Paid Time Off
Paid sick leave
Quarterly wellness days
bonus eligible
opportunities for growth
Job Description
Din Tai Fung is a globally celebrated, family-owned restaurant brand founded in 1972, widely recognized for its iconic Xiao Long Bao and commitment to quality dining experiences. With over 165 locations across 13 countries, including 20 in North America, Din Tai Fung has positioned itself as a Michelin-recognized leader in the restaurant industry, combining authentic flavors with warm, gracious hospitality. Each restaurant aims to deliver a culturally rich and elevated dining experience that delights guests on any occasion, showcasing the brand's dedication to service excellence and culinary mastery. Operating within a fast-growing and highly competitive hospitality landscape, Din Tai Fung continually seeks talented professionals to uphold and advance its distinguished reputation.
The Sr. Manager of Guest Experience & Insights is a pivotal leadership role based at the Din Tai Fung Restaurant Support Center in Arcadia/Pasadena, California, offering a hybrid work model. This role commands a comprehensive ownership of the Voice of the Guest strategy from end to end, overseeing various guest feedback systems, guest services operations, guest recovery initiatives, VIP relations, and experience measurement frameworks. Reporting insights and managing guest interaction channels are crucial aspects, with the role serving as a bridge for cross-functional collaboration across Operations, Marketing, and Finance departments.
In this capacity, the Sr. Manager leads a team focused on driving productivity and service performance, while ensuring that guest satisfaction metrics such as NPS, CSAT, OSAT, and CES are effectively captured and leveraged to inform actionable improvements. The position requires a strategic mindset coupled with operational expertise to handle high-priority guest issues, manage escalations skillfully, and protect the company’s brand reputation. This role requires someone who is adept at communication and cross-departmental partnership to present clear insights and recommendations to senior leadership, fostering alignment and business performance enhancement.
The compensation for this role ranges from $148,000 to $185,000 annually, reflecting the candidate's experience and capabilities. The Sr. Manager benefits from an attractive package including competitive pay, medical and dental insurance with employer contributions, vision and life insurance, health and commuter spending accounts, a 401(k) plan with company match, paid time off, paid sick leave, quarterly wellness days, employee discounts, and opportunities for internal growth and career development. Din Tai Fung emphasizes a culture of continuous improvement, diversity, equity, and inclusion, adhering to Equal Employment Opportunity laws and rigorously upholding fair hiring practices, including E-Verify for all new hires in compliance with U.S. employment laws.
The Sr. Manager of Guest Experience & Insights is a pivotal leadership role based at the Din Tai Fung Restaurant Support Center in Arcadia/Pasadena, California, offering a hybrid work model. This role commands a comprehensive ownership of the Voice of the Guest strategy from end to end, overseeing various guest feedback systems, guest services operations, guest recovery initiatives, VIP relations, and experience measurement frameworks. Reporting insights and managing guest interaction channels are crucial aspects, with the role serving as a bridge for cross-functional collaboration across Operations, Marketing, and Finance departments.
In this capacity, the Sr. Manager leads a team focused on driving productivity and service performance, while ensuring that guest satisfaction metrics such as NPS, CSAT, OSAT, and CES are effectively captured and leveraged to inform actionable improvements. The position requires a strategic mindset coupled with operational expertise to handle high-priority guest issues, manage escalations skillfully, and protect the company’s brand reputation. This role requires someone who is adept at communication and cross-departmental partnership to present clear insights and recommendations to senior leadership, fostering alignment and business performance enhancement.
The compensation for this role ranges from $148,000 to $185,000 annually, reflecting the candidate's experience and capabilities. The Sr. Manager benefits from an attractive package including competitive pay, medical and dental insurance with employer contributions, vision and life insurance, health and commuter spending accounts, a 401(k) plan with company match, paid time off, paid sick leave, quarterly wellness days, employee discounts, and opportunities for internal growth and career development. Din Tai Fung emphasizes a culture of continuous improvement, diversity, equity, and inclusion, adhering to Equal Employment Opportunity laws and rigorously upholding fair hiring practices, including E-Verify for all new hires in compliance with U.S. employment laws.
Job Requirements
- Bachelor’s degree in hospitality, business, communications, or related field
- 7-10 years of experience in guest experience, customer service, or hospitality management
- 3-4 years of leadership experience managing teams and performance outcomes
- Strong analytical skills with the ability to translate guest feedback into actionable insights
- Experience with customer experience platforms and reporting tools
- Excellent communication, leadership, and interpersonal skills
- Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment
- Ability to travel up to 10% of the time
Job Qualifications
- Bachelor’s degree in Hospitality, Business, Communications, or related field
- 7-10 years of experience in guest experience, customer service, or hospitality management
- 3-4 years of leadership experience managing teams and performance outcomes
- Strong analytical skills with the ability to translate guest feedback into actionable insights
- Experience with customer experience platforms and reporting tools
- Excellent communication, leadership, and interpersonal skills
- Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment
- Ability to travel up to 10% of the time
Job Duties
- Leverage guest feedback data and behavioral insights to identify trends, predict challenges, and deliver actionable recommendations that inform cross-functional decision-making
- Own and evolve the Voice of the Guest strategy, including platforms, tools, and measurement frameworks (NPS, CSAT, OSAT, CES) to ensure consistent and meaningful experience tracking
- Oversee the management and resolution of high-priority and high-risk guest issues, ensuring effective escalation processes and recovery strategies that protect brand reputation
- Oversee day-to-day guest interaction channels and service operations to ensure consistent, high-quality service delivery aligned with brand standards and performance goals
- Build reporting frameworks and communicate insights to cross-functional partners and executive leadership to drive alignment, accountability, and continuous improvement
- Lead and develop the Guest Experience team, driving performance, accountability, and capability building aligned to service excellence and productivity goals
Job Criteria
Experience
Expert Level (7+ years)
Job Location
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