Guest Experience Intern

Summary: Continental is a leading contract dining and refreshment provider known for its commitment to quality and exceptional guest services. The Guest Experience Intern will serve as a frontline brand ambassador, enhancing customer satisfaction and supporting hospitality standards across various client locations. Responsibilities: - Serve as the dedicated Guest Experience Specialist for a defined region - Partner with assigned Account Manager (AM) to understand access protocols and location nuances, prioritize locations requiring attention or support, and collect and share insights that shape future store visits - Execute all Grand Openings within designated territory, including preparation/planning (pre-opening coordination), internal communication between sales and operations to ensure alignment and awareness, on-site coordination, and collecting and documenting Grand Opening feedback - Coordinate and execute additional Client Engagement events including event partnerships with vendors (e.g., Red Bull) - Plan site visits at least one week in advance and log all visits and related details in the Guest Experience Schedule - Adapt to changes in scheduling due to client needs or business priorities - Schedule efficiently by leveraging flexible, unscheduled visit opportunities when appropriate - Develop deep understanding of the Guest Experience and interactions with our services and technology - Ensure in-store signage is accurate, up-to-date and appropriately placed within market and vending service locations - Execute routine site visits, identify service gaps, and share feedback with location leadership - Track all activities, follow-ups, and improvements using internal tools and scheduling sheets - Ensure that opportunities for improvement are documented and communicated clearly, coordinated with store leads and the AM, and addressed effectively and consistently across multiple teams and departments - Performs other related duties as assigned Required Qualifications: - 1-2 years of experience in hospitality, guest service, or customer-facing roles - Strong verbal and written communication skills - Organized, detail-oriented, and capable of managing a dynamic field schedule - Proficient in using mobile apps, spreadsheets, and scheduling tools - Field-focused mindset, energized by daily client interaction and on-site engagement - Reliable communicator, able to effectively document and relay guest concerns and service needs - Solution-oriented approach with ability to follow through on issues until resolved - Acts as brand ambassador, representing Continental with professionalism, care, and a commitment to excellence - Strategic thinker who can connect brand vision with operational delivery and data insights - Collaborative leader who thrives in matrixed environments and builds trusted cross-functional partnerships - Guest/customer obsessed with passion for delivering unforgettable guest experiences and solving service challenges - Valid driver's license and reliable transportation required Preferred Qualifications: - Experience in food service, retail, or multi-location field support preferred - Familiarity with client service protocols and service recovery approaches preferred Required Skills: Hospitality, Guest Service, Mobile Apps, Spreadsheets, Scheduling Tools, Client Service Protocols, Service Recovery, Food Service, Retail, Multi-location Field Support, Solution-oriented Approach, Customer Obsession, Strategic Thinking Benefits: Health Coverage -- Medical, Dental and Vision, Voluntary Life/AD&D, Short-Term and Long-Term Disability, Critical Illness, 401(k), Paid Time Off, Wellness Programs, Additional Perks