Guest Experience Specialist

At NAYA, we’re on an exciting journey - growing fast, sharing authentic, fresh and nutritious Middle Eastern flavors, and building a team that grows right along with us.

At NAYA, our mission is to share the Middle Eastern flavors that nourish and inspire us

We are looking for an experienced, passionate person to grow with us as we live our mission. If you’re ready to lead with heart, inspire others, and be part of something bigger, NAYA is the place to make it happen.

You will love working at NAYA
We believe great people deserve great rewards. NAYA offers a comprehensive and people-focused benefits package designed to support you at work and beyond, including:

• Competitive pay to recognize your impact

• Competitive bonus plan

• Paid Vacation time

• Medical, dental, and vision insurance to keep you healthy and thriving

• Flexible Spending Account

• Commuter benefits to make life easier

• Employee discounts and free NAYA meals — because we believe in enjoying what we serve

• Pet Insurance - because

• Growth opportunities at every level — we invest in developing leaders from within

• Employee Assistance, Pay on Demand, Pet Insurance, Identity Theft Protection, and much more!

At NAYA, you’ll find more than a job — you’ll find a community that values you, supports your goals, and celebrates your success.

The Guest Experience Specialist is responsible for managing and elevating NAYA’s guest communication across all feedback channels—including email, surveys, social media, and third-party platforms. This role ensures that every guest interaction is handled with care, consistency, and a solutions-oriented mindset, turning feedback into meaningful action.

You will serve as the voice of the guest within the organization—responding to inquiries, recovering guest experiences, documenting insights, and escalating issues when needed. You’ll be the person who sees feedback as more than a response task, but as a system for continuous improvement—someone who is empathetic, detail-oriented, and driven to create exceptional guest experiences at scale.

How You’ll Impact

• Deliver a responsive, thoughtful, and consistent experience across all guest communication channels.

• Strengthen guest loyalty by resolving concerns effectively and turning negative experiences into positive ones.

• Improve operational and digital experiences by identifying trends and surfacing actionable feedback.

• Support cross-functional teams with insights that drive better decision-making and continuous improvement.

What You’ll Do

Guest Communication & Recovery

• Respond to guest inquiries across email ([email protected]), surveys, social media, and third-party review platforms.

• Address a wide range of topics including general inquiries, food and service feedback, and technical issues.

• Recover guest experiences through thoughtful, timely, and solution-oriented responses.

• Support and potentially expand into active engagement on social media comments.

Feedback Management & Documentation

• Accurately document, categorize, and track all guest inquiries and feedback.

• Maintain detailed records to ensure visibility into trends, recurring issues, and resolution outcomes.

• Utilize reputation management and CRM tools to manage interactions efficiently and consistently.

Escalation & Issue Resolution

• Identify and escalate inquiries to appropriate internal stakeholders, including Operations, Marketing, and Technology teams.

• Clearly document technical issues and partner with teams to ensure timely resolution.

• Monitor recurring issues and help prevent future occurrences through proactive follow-up.

Insights & Continuous Improvement

• Analyze guest feedback to identify patterns, risks, and opportunities for improvement.

• Provide recommendations to enhance guest experience across in-store and digital channels.

• Conduct proactive guest outreach when needed to support operational initiatives or marketing campaigns.

Operational Awareness

• Maintain a strong, up-to-date understanding of NAYA’s menu, restaurant operations, procedures, and technology platforms.

• Stay current on updates and changes to ensure accurate and informed guest communication.

What you Bring

• High School Diploma or equivalent required.

• 1+ years of experience in a customer-facing role, ideally within hospitality or a multi-unit environment.

• Exceptional customer service skills, with strong active listening and written/verbal communication abilities.

• Experience using tools such as Google Workspace, reputation management platforms (Tattle, SOCI, Olo Engage, Yext), and CRM systems (Salesforce, Kustomer, Gladly, etc.).

• Ability to document and communicate technical issues clearly for escalation and resolution.

• Strong organizational skills with a high level of attention to detail.

A mindset that is:

• Guest-first, prioritizing quality of interaction over speed—ensuring every guest feels heard and supported, not rushed.

• Skilled at navigating complex feedback, able to break down multi-layered concerns and respond thoughtfully.

• Intuitive in recognizing when a guest is seeking resolution versus simply wanting to be heard—and able to adapt accordingly.

• Curious and growth-oriented, with a desire to continuously improve how the role functions, not just execute it.

• Highly organized, empathetic, and solutions-driven.