The Torchy's legacy began in Austin, Texas in 2006 with an idea, a dedicated executive chef and a food trailer to now operating in dozens of locations across multiple states. OUR MISSION: Be Damn Good. OUR VISION: Serve people the best damn tacos. OUR WHY: Passion. OUR MOTTO: Devil is in the details.

Here’s what we need:

Torchy's Tacos is looking for an outgoing, self-motivated, and organized professional to join our family at our home office in Austin, TX. Ideal candidates should have previous Guest Relations experience, preferably in the restaurant or hospitality industry. This is a newly established position, reporting directly to the Sr. Director of Field Marketing and Communications, that will be responsible for establishing and leading all guest relations initiatives for 65+ restaurants across the nation.

What you’ll be doing:

Lead all guest relations, guest feedback and guest recovery initiatives for Torchy’s Tacos.

Monitor and ensure response to all guest feedback, complaints, or questions received through the brand’s internal guest communication platforms within 24 hours. Work with the appropriate cross-functional teams, or monitor operations team follow-up, on the desired response, to ensure guests receive accurate information in a timely manner.

Develop a database to share with internal teams for ongoing reporting on guest feedback.

Analyze feedback and provide strategic direction to continuously improve the guest experience across all restaurants, delivery, off-premise and online company sales efforts.

Manage the Talkin’ Torchy’s guest satisfaction survey strategy, reporting, resources, content and oversee the existing partnership.

Partner with and support the social media team with daily monitoring & community management (with problem and crisis escalation as needed).

Interact daily with Torchy’s Tacos off-premise call center to ensure effective measurement of guest satisfaction metrics, gather insights, and make ongoing recommendations to enhance the overall guest experience.

Establish and manage all guest relations team infrastructure needs, resources and systems.

Develop and publish monthly/quarterly guest relations scorecard to advise leadership on company level, regional level and restaurant level performance trends.

Support operations team and coach as needed on effective problem resolution and best practices. Work closely with operations and training to identify guest experience opportunities and develop plans and programs to improve and measure.

Stays current on industry trends, best practices, and emerging technologies related to guest relations, online communication technology, and call database management.

Special projects as assigned.

QUE-SO…here’s what you’ll need:

Bachelor’s degree preferred.

Prior restaurant industry guest relations experience preferred.

Strong computer proficiency in Microsoft Office.

Ability and willingness to work flexible hours as needed.

Excellent guest service, relationship building and communication skills with a passion for hospitality.

Strong organizational and problem-solving skills.

Ability to prioritize multiple tasks and meet deadlines.

Strong sense of responsibility and professional presentation.

Must have the ability to work independently and under pressure; requires self-discipline, time management, and must be able to meet deadlines and schedules.

Experience working in a multiple team environment with the ability to influence internal and external decision makers.

Let’s TACO ‘bout perks:

Discounts on DAMN GOOD food and merchandise

Competitive benefits packages

PTO

401k

Personal development opportunities

Fun company parties

Badass co-workers