Job Details

We're hiring a Guest Experience Specialist to safeguard our brand reputation, resolve escalated guest issues, and turn challenging moments into lasting loyalty. You'll lead escalations, elevate our online presence, and ensure each recovery feels consistent, fair, and human.

Key Responsibilities

Escalation and Resolution

• Primary Escalation Contact: Lead sensitive guest cases with sound judgment and a calm, solutions-first approach.
• Operate Under Pressure: Perform at a high standard in pressing situations while maintaining professionalism and accuracy.
• Portfolio Awareness: Understand the distinct brands in our portfolio to tailor communication and resolution strategies appropriately.
• Collaborative Escalations: Partner effectively across teams and locations to align on escalation pathways and ensure smooth handoffs.
• Root Cause Focus: Identify patterns behind issues and drive preventative improvements with operations.

Reputation and Recovery

• Online Presence: Monitor and respond to reviews on Google and Yelp, strengthening public trust and consistency.
• Service Recovery Framework: Maintain and evolve a safety-minded, consistent recovery playbook that restores confidence and builds genuine connection.
• Retention and Win-Backs: Turn dissatisfied guests into advocates through thoughtful follow-through and clear next steps.
• Insights and Actions: Channel guest feedback into tangible updates for service, communication, marketing.

Qualifications

• Communication Excellence: Clear, empathetic, and direct written and verbal skills.
• Adaptability: Able to adjust to changing guest needs while maintaining fairness, policy alignment, and professional composure.
• Experience: 3 - 5 years in hospitality leadership, guest relations, conflict resolution, or recovery-focused service roles.
• Animal-Handling Familiarity: Experience addressing dog-related concerns, understanding animal behavior basics, or working in pet care environments; able to communicate confidently and accurately with guests about pet well-being, safety protocols, and incident-related questions.
• De-Escalation Knowledge: Familiarity with practical models (e.g., HEART) and behavior-aware approaches.
• Decision Authority: Comfortable making timely guest-centered decisions, including compensation and policy exceptions when warranted.
• Technical Proficiency: Highly proficient in Microsoft Office, including Word, Excel (advanced functions and formulas), PowerPoint, and Slides. Must be able to create reports, track data, prepare presentations, and communicate information clearly using these tools.

Success Measures

• Recovery Outcomes: Rebooking and satisfaction improvements following escalations.
• Reputation Lift: Positive sentiment and reduced negative reviews on Google and Yelp.

Who We Are

Best Friends Pet Hotel is employee-owned and operated with 80+ locations across 26 states and over 30 years of service. As we continue to expand, we offer meaningful pathways for professional development and career progression.

Equal Opportunity

Best Friends Pet Hotel, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or any other legally protected classification.

#LI-SJ1

#Li-Remote