Continental Services

Contract dining and corporate catering services

Guest Experience Specialist

Project ManagementConfirmed live in the last 24 hours

Full-timeGroveport, OH, USA$19 - $21 /hr

About the Job

Requirements

1–2 years of experience in hospitality, guest service, or customer-facing roles.
Strong verbal and written communication skills.
Organizational skills, attention to detail, and the ability to manage a dynamic field schedule.
Proficiency in mobile applications, spreadsheets, and scheduling tools.
Ability to document and relay guest concerns and service needs effectively.
A solution-oriented approach and the ability to follow through on issues until resolved.
Ability to represent the company professionally and demonstrate care and commitment to service excellence.
Ability to connect brand vision with operational delivery and data insights.
Ability to collaborate in matrixed environments and build trusted cross-functional partnerships.
A valid driver's license and reliable transportation.
Ability to stand and walk for extended periods during on-site visits.
Flexibility to accommodate client needs and visit requirements.

Responsibilities

Serve as the dedicated Guest Experience Specialist for a defined region.
Partner with the assigned Account Manager to understand access protocols and location nuances, prioritize locations needing attention or support, and collect and share insights that inform future store visits.
Execute Grand Openings within the designated territory, including pre-opening coordination, internal communication between sales and operations, on-site coordination, and collecting and documenting feedback.
Coordinate and execute additional client engagement events, including vendor partnerships.
Plan site visits at least one week in advance and log visits and related details in the Guest Experience Schedule.
Adapt schedules to client needs or business priorities, and use flexible unscheduled visit opportunities when appropriate.
Develop a thorough understanding of the Guest Experience and interactions with company services and technology.
Ensure in-store signage is accurate, current, and appropriately placed in market and vending service locations.
Conduct routine site visits, identify service gaps, and share feedback with location leadership.
Track activities, follow-ups, and improvements using internal tools and scheduling sheets.
Document and communicate improvement opportunities, coordinate with store leads and the Account Manager, and ensure they are addressed consistently across teams and departments.
Perform other related duties as assigned.

Desired Qualifications

Experience in food service, retail, or multi-location field support.
Familiarity with client service protocols and service recovery approaches.

A Taste of Who We Are:

Backed by a tireless commitment to high quality, innovative culinary offerings and unparalleled client and guest services, Continental consistently ranks among the top contract dining and refreshment providers in the nation according to Food Management Magazine, the industry’s source for food service news and trends.

Our Mission

Delight our guest. Every meal. Every day.

Our Core Values

Exceptional – We recruit and retain phenomenal people who consistently go the extra mile to deliver results that lead the industry.

Hospitality – We are tirelessly committed to providing the highest quality food, beverages, and service by anticipating our guests' needs so they can count on memorable experiences every time.

Collaboration – We prioritize working together with a shared vision and effective & transparent communication, we unite as one team to achieve remarkable experiences.

Responsibility – we hold ourselves accountable to be there for our team and clients, to deliver what we say we will, when we say we will and check in on progress along the way.

Innovation – We are forward-thinkers always looking for new processes, technologies, and techniques to increase efficiencies and scalability to improve our services.

The Guest Experience Specialist is a field-based role responsible for elevating the guest experience across a defined territory of client locations. This position serves as a frontline brand ambassador, collaborating with Account Managers (AMs) and market teams to champion hospitality standards, enhance customer satisfaction, and reinforce Continental's mission of "unreasonable hospitality."

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.

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
Experience in food service, retail, or multi-location field support preferred
Familiarity with client service protocols and service recovery approaches preferred

Location(s) & Logistics:

Regional hub-based position with frequent travel within designated territory
Extended periods of standing and walking during on-site visits
Flexible schedule to accommodate client needs and visit requirements
Valid driver's license and reliable transportation required

About the Company

Continental Services

Contract dining and corporate catering services

Continental Services is a contract dining management company that provides fresh, handcrafted food for corporate workplaces, grab-and-go pantry-style vending, special events, and luxury yachts. The company runs on long-term contracts and event-based services, delivering tailored dining solutions through on-site staffing, menu design, catering operations, and specialized yacht provisioning. By managing client needs end-to-end, Continental ensures high-quality food and reliable service for businesses, events, and luxury vessels. What sets Continental apart is its collaborative culture, flexible hours, and a track record of adapting to crises (notably its COVID-19 response, where it fed frontline health workers), along with its focus on reimagining workplace dining. The company’s goal is to be a trusted partner for corporate dining, events, and luxury hospitality by delivering customized, consistent, and dependable food experiences while supporting clients’ operational needs.

Company size: 201-500
Company stage: Not listed
Total funding: Not listed
Headquarters: Troy, MI
Founded: 1989

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