Job Description

DIN TAI FUNG RESTAURANTS

Job Title: Sr. Manager, Guest Insights & Experience

Compensation: $131,500 - $164,000 Annual Salary

The base salary or hourly wage range for this role will vary based on multiple factors, including but not limited to prior experience, relevant expertise, current business needs, and market factors. Range is not inclusive of potential bonus or benefits. Your recruiter can share more information about the salary range and other factors during the hiring process.

Location: Hybrid, Din Tai Fung - Corporate Office in Arcadia, California

About Us:

Din Tai Fung, a globally acclaimed culinary icon renowned for the art of Xiao Long Bao, is on a mission to create first-class dining experiences through its unwavering commitment to excellence in food, service and ambiance. Originally founded as a cooking oil retail business in Taiwan in 1958 by Bing-Yi Yang and his wife, Pen-Mei Lai, Din Tai Fung was reborn into a humble dumpling and noodle shop in 1972. Today, the Michelin-recognized restaurant brand continues to be family-owned and passed down through generations, with more than 170 locations in 13 countries worldwide.

Since its founding, Din Tai Fung has become synonymous with quality and consistency and known for its warm hospitality and delicacies with authentic flavors. Entering the North America market in 2000, the restaurant brand opened its first U.S. location in Arcadia, California and has 16 locations to-date, offering an upscale yet inviting cultural dining experience. With each restaurant, each interaction, and each bite, DTF aims to bring people together to inspire appreciation of culture.

Benefits and Perks:

• Competitive Pay & Benefits
• Employer Contribution for individuals and eligible dependents' medical insurance
• Dental, Vision, and Life Insurance
• Health Savings Account (HSA)
• Commuter Spending Accounts
• 401(k) Plan with company match
• Employee Assistance Program
• Discounts through BenefitHub
• Employee Meal Discounts
• Paid Time Off (PTO) to support work-life balance (accrued based on length of service)
• Paid Sick Leave (PSL) to care for your health or loved ones
• Quarterly Wellness Days - extra time off to recharge every season
• Car Allowance (keep or remove depending on position)
• Bonus Eligible (keep or remove depending on position)
• Opportunities for growth; we love promoting within

About the Role:

The Guest Insights and Experiences leader leads the voice of the guest (VoG) function, including guest services contact center, VIP relations, and guest experience measurement strategy to capture, analyze and leverage guest feedback across various channels to enhance guest satisfaction and support overall business performance. They work closely with various departments to ensure that guest insights are integrated into decision-making processes. Ideal candidate is data-driven in tracking guest service metrics, yet tactful when it comes to guest communications and issues management, owning high-risk guest issues and recovery. They are passionate about coaching and guiding junior team members and have proven success with growing a team.

Responsibilities:

• Manage and develop Guest Experiences representatives, ensuring high-quality guest interactions and overseeing training and development of the team to ensure optimal performance measured against set KPIs.
• Lead the management and resolution of priority and high-risk guest issues across various platforms, including strategic guest recovery programs, SOP development, escalation process, cross-functional and executive team communications, and message crafting.
• Use analytics to identify trends, predict challenges, and derive actionable insights for various functions (Operations, Marketing, Learning & Development, HR, Finance, etc.) from guest feedback and behavior data, including NPS, CES, CSAT, OSAT
• Develop and execute a comprehensive Voice of the Guest strategy aligned with our brand’s objectives and growth goals, including implementing the best VoG tools and technologies from pilot to launch
• Lead and build VIP guest programs in partnership with marcom team to elevate guest experience and grow loyalty, including special event coordination, concierge communications, and reservations management.
• Create and present insights reports to cross functional team and executive leadership team

Job Requirements:

• Bachelor's Degree in Hospitality, Business, Communications or related field.
• 7-10 years experience in guest experience, customer service or hospitality management.
• 3-4 years in a leadership or management role, overseeing teams.
• Strong analytical skills with the ability to identify trends from guest feedback and translate them into actionable insights
• Experience managing Customer Experience platforms and putting together insights reports
• Excellent communication, leadership and interpersonal skills
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment
• Positive and professional attitude

Preferred Requirements:

• Experience managing guest experience platforms and customer support tools (Chatmeter, Momos or similar)
• Experience managing business listings on platforms like Google, Apple, and Yelp
• Experience in restaurant operations

Essential Functions:

• Lead and manage Guest Experience Associates, including training, performance tracking and development.
• Oversee high-priority and escalated guest issues, including cross-functional coordination and executive communication.
• Analyze guest feedback across platforms, identify insights and trends, and present findings to internal stakeholders.
• Continuously evaluate and enhance guest experience tools and tech stack, including identifying and onboarding new vendors or technologies.
• Lead VIP and concierge programs, including event coordination and reservations management.
• Refine policies and procedures to improve feedback analysis, reporting, and strategic recommendations.
• Establish and track team performance metrics and guest satisfaction KPIs.

Special Requirements:

• Must be available to respond to escalated guest issues outside standard business hours, if needed.
• Occasional travel may be required for store visits, vendor meetings, or event support.
• Must be able to read, understand, and follow the Employee Handbook and all company policies and procedures.

NOTE: This job description in no way states or implies that these are the only duties to be performed by the employee occupying the position. Employees will be required to perform any other job-related duties assigned by their supervisor.

Din Tai Fung is an E-Verify and Equal Opportunity Employer and complies with the Fair Chance Initiative.

Din Tai Fung is an Equal Employment Opportunity Employer – M/F/D/V. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

As part of our hiring process, Din Tai Fung uses E-Verify to confirm employment eligibility for all newly hired employees. E-Verify is an internet-based system that allows employers to compare information from an employee's Form I-9 to the U.S. Department of Homeland Security and Social Security Administration records. This verification confirms an employee’s eligibility to work in the United States. Din Tai Fung complies fully with all Equal Employment Opportunity laws, ensuring no discrimination based on national origin or citizenship status. Din Tai Fung is committed to employing only individuals who are authorized to work in the United States and who comply with applicable immigration and employment law. As a condition of employment, every individual must provide satisfactory evidence of their identity and legal authority to work in the United States. If the employee cannot verify their right to work in the United States within the time permitted by laws, the Company will be required to terminate their employment immediately. To learn more about E-Verify, please visit: .

Applicants must be 18 years or older.

Flexible work from home options available.

Compensation: $131,500.00 - $164,000.00 per year

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

ABOUT DIN TAI FUNG

Din Tai Fung is a Chinese restaurant specializing in Xiao Long Bao, or soup dumplings. Originally founded in Taiwan as a cooking oil retail business in 1958, Din Tai Fung was reborn as a steamed dumpling and noodle restaurant in 1972. Since its founding, Din Tai Fung has become world-renowned for its quality, standardization and service. The Hong Kong branch has been awarded a Michelin star five times. Din Tai Fung currently has over 170 locations in 13 countries worldwide.

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