Guest Service Lead Jubilant FoodWorks (JFL)

3.0 - 8.0 years

7 - 10 Lacs

Noida

Work from Office

Job Title: Guest Service Lead Dunkin Operations Location: Noida Department: Operations - Dunkin Reporting To: Operations Head Job Summary: The Guest Service Lead is responsible for ensuring superior customer experience across all dine-in and delivery channels by managing guest feedback, conducting operational audits (ROR), and driving continuous improvement in service quality. The role includes system-level monitoring of customer satisfaction metrics (NPS), managing audit programs, and working cross-functionally with operations, marketing, and IT teams to close feedback loops and enhance the brand experience. Key Responsibilities: 1. Restaurant Audit Management Plan and conduct ROR (Restaurant Observation Review) audits for every store at least once every 3 months, or more frequently if needed. Maintain a structured audit calendar , ensuring timely and unannounced store visits (informing only reporting managers on the day of visit). Perform audits strictly as per the approved checklist covering hygiene, service quality, food safety, and operational readiness. Highlight and escalate any critical deviations and ensure corrective action is taken promptly. Conduct spot cash audits to ensure accuracy and compliance with POS and cash-handling SOPs. 2. Reporting & Documentation Submit comprehensive audit reports within 24 hours of the store visit. Summarize key findings and discuss action points with District Managers (DMs) . Maintain monthly and FY-wise trackers for audit performance, scoring, and history to enable trend analysis and training focus. 3. Guest Feedback & NPS Management Monitor daily customer feedback for both dine-in and delivery (Zomato/Swiggy) concerns. Share daily NPS reports and complaint summaries with relevant store teams. Drive timely closure of guest concerns using internal feedback portals and tools. Conduct weekly check-ins with DMs to review NPS performance and action planning . 4. Data Analysis & Insights Prepare and circulate weekly/monthly feedback analysis reports at store and city levels. Provide insights on customer sentiment, recurring issues, product feedback, and highlight areas for quick wins. Track NPS and guest comments during new product launches and report trends. 5. Online Governance & Systems Support Ensure accuracy of contact details across aggregator platforms. Assist in onboarding new stores onto feedback monitoring dashboards. Coordinate with IT for necessary system updates and invoice messaging accuracy. Manage NPS communication formats, server time issues, and other backend coordination. 6. Presentation & Trend Analysis Create and present monthly NPS dashboards and trend reports for MRM/BRM. Maintain comprehensive records in Excel on customer feedback, order history, product ratings, and concerns. Skills & Competencies Required: Strong knowledge of QSR operations, SOPs , and service quality standards Excellent analytical and problem-solving skills Proficient in Excel , reporting dashboards, and audit tools High attention to detail with a customer-first mindset Strong communication and stakeholder management skills Ability to manage multiple responsibilities independently with integrity and discretion Understanding of aggregator platforms and customer sentiment tracking tools Preferred Qualifications: Graduate in Hospitality, Business, or related field 2–4 years of experience in QSR, retail, or hospitality industry Experience in audit, guest experience, or operations improvement roles

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