Hospitality Representative

The Hospitality Representative will deliver best-in-class hospitality to guests that engage with Shake Shack through online channels, social media, or review sites via email, text, chat and voice, as well as support our Shacks by handling follow-ups about incidents that happen at our locations.

They will support the growth and evolution of the guest experience by documenting the types of inquiries we receive and spotting trends.

RESPONSIBILITIES

Act as the first point of contact for guests that reach out to Shake Shack via email, text, chat, or phone, and ensure each guest receives timely, personalized, and relevant responses, as well as amicable resolutions to their inquires or complaints.

Encourage social channel engagement by monitoring channels and interacting with guests.

Coordinate with other departments to ensure guests concerns are being handled appropriately.

QUALIFICATIONS

Experience working with CRM platforms such as Desk, Salesforce Service Cloud, and Gladly

1+ year of professional customer support experience in food, hospitality and / or lifestyle brand

Excellent verbal and written communication skills

Full availability, including weekends and PM shifts

Ability to take an innovative and creative approach to problem solving

Passion for the brand

Experience working remotely

About Us

Beginning as a hot dog cart in New York City’s Madison Square Park, Shake Shack was created by Danny Meyer, Founder and CEO of Union Square Hospitality Group and best-selling author of .

Shack Fans lined up daily, making the cart a resounding success, and donating all proceeds back to the park beautification efforts.

A permanent stand was eventually built and the rest is Shack history! With our roots in fine dining and giving back to the community, we are committed to high quality food served with a high level of hospitality.

Our team members enjoy a positive work environment that is deeply committed to the philosophy that we "Stand for Something Good."

We are expanding across the U.S. and around the world! Join our #ShackFam

Shake Shack is an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, religion, creed, age (over 40), disability (mental and physical), sex, gender identity, sexual orientation, gender expression, medical condition, genetic information, marital, military and veteran status.

Our company will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable laws.

Our Story

MedMen Buds, an industry-first loyalty program, provides exclusive access to promotions, product drops and content. MedMen believes that a world where cannabis is legal and regulated is safer, healthier and happier.

About the Opportunity

Working as part of our hospitality team, Cleaners are responsible for maintaining the cleanliness of our homes.

About You

Our ideal candidate has :

• Knowledge of WHS and good hygiene practices
• Previous experience in Housekeeping / Cleaning is desirable

Bring your passion for quality care and in return, we will provide you with an opportunity to build an outstanding career by expanding and developing your skills.

Wasserman is a global sports, entertainment, and lifestyle marketing agency with expertise in creating connections between brands, properties, talent, and consumers.

Today, Wasserman offers global expertise in Athlete Management, Marketing, and Media. Headquartered in Los Angeles, Wasserman also has offices in New York, Miami, Encinitas, Raleigh, Portland, London, Toronto, Dubai, and Mexico City.

We are looking for a driven and enthusiastic event Associate Director to produce and oversee events from strategy through completion.

You'll aid in enhancing Wasserman’s visibility in the marketplace. This senior role will be responsible for leading the day-to-day operations of a key retainer client in addition to showcasing outstanding, forward-thinking service and organizing memorable high-touch events that meet quality expectations.

Role and Responsibilities :

• Act as a subject matter expert on corporate event management, B2B hosting, hospitality, and relative industry knowledge
• Showcase forward-thinking initiative to identify the best strategic opportunities and deliver best-in-class solutions to the client
• Develop and deliver polished client deliverables and other critical framework materials to support client decision-making
• Oversee multiple direct reports, providing impactful leadership, motivation, direction and support for client objectives and individual career paths;

May also involve freelance support team members and other internal service experts

• Lead responsibility of annual hospitality strategy laddering up to parent partnership strategy and objectives
• Ideation, operations, oversight and delivery of numerous hospitality projects, informed by established hospitality strategy
• Manage large-scale project budgets from initial build through reconciliation
• Maintain a working relationship with existing partners, vendors, and properties on behalf of the client and Wasserman
• Oversee all aspects of the event planning process, including project plans, partner and vendor relationships, event communications, hotel contracts, decor, catering, entertainment, transportation, invitee lists, special guests, gifting and amenities, promotional materials, and more
• Set, communicate and maintain timelines on every project to remain ahead of client expectations
• Research, planning, and execution of site visits on behalf of client and projects
• Manage and oversee event on-site execution, including set-up, staffing, guest logistics, stakeholder communications, vendor organization and problem-solving
• Core knowledge of all Wasserman service offerings, including proactive identification of when to involve related teams in project-related or independent needs
• Collaboration with other Wasserman service teams as necessary based on project need
• Anticipate challenges and proactively handle any arising issues across various entities to ensure flawless execution
• Deliver quality events that meet (and hopefully exceed) client expectations
• Provide feedback and periodic reports to stakeholders as necessary
• Conduct post event evaluations and recaps to showcase event success and ROI
• Understand the landscape of our client’s business / sector, as well as the industry contexts for their investments
• Confidently comprehend the role of hospitality programs as it relates to individual client business objectives and the big picture
• Garner strong client and partner relationships for future events, including possessing a strong working knowledge of Wasserman capabilities to further these opportunities

Requirements

• Robust experience managing multiple direct reports
• Proven experience as an event planner or organizer, preferably in the high-end hosting space
• Impressive portfolio of previously managed events
• Self-starter who requires little to no supervision to meet and carry out event and service responsibilities
• Excellent customer service, time management and communication skills
• Basic sales skills and ability to build productive business / vendor relationships
• Ability to identify and maximize event opportunities
• Ability to prioritize and manage multiple projects independently
• Up-to-date and informed knowledge of the sports and entertainment industries
• High level of initiative and interpersonal skills and ability to work well independently and in a team environment
• Genuine passion for hospitality, events, and hosting
• Negotiation experience
• Strong attention to detail and highly organized
• Proficiency in Microsoft Office applications (extensive expertise in Microsoft PowerPoint and Excel) and knowledge of common event management software
• Understand basics of marketing and promotion techniques
• Ability to assess a situation and quickly recommend solutions
• Working knowledge of project management fundamentals
• Must be able to multi-task and be flexible enough to react under fast-paced, stressful circumstances and tight deadlines
• Must be flexible and willing to travel (multi-day, weekends and short-notice travel expected)

Minimum Years of Experience Necessary :

Minimum 7 years of experience in high-end event management, hospitality, and / or corporate events industry, preferably in sports or entertainment

Minimum Degree(s) and Certification(s) Required :

• Bachelor’s degree in hospitality management, marketing or related field
• Hospitality certification is a plus

Benefits

Base salary range : $100,000 $110,000 plus bonus potential if applicable for role.

Actual base salary is dependent on several factors including but not limited to; market dynamics, location and region, experience, specialized skills / training (education), level of responsibility, budgetary considerations, tenure at the company (for current employees), etc.

Overview : Responsibilities :

Responsibilities : Business Expansion

Business Expansion

• Expand high-end catering brands and further develop the long-term catering business plan.
• Expand the high-end catering, banquet, and event market in the local area of New York through various offline and online activities.
• Design a membership service system and regularly organize customer communication salons to maintain customer relationships.

Quality Control Enhancement

• Implement comprehensive quality control throughout the entire process of the catering business to improve service details and service levels.
• Tenant management to effectively increase customer traffic, operational efficiency, and revenue.

Team Building and Talent Development

• Establish a team dedicated to the development and coordination of the 28L catering business.
• Share experience and cultivate a talent pool.

Qualifications :

• More than 10 years of working experience, in hospitality, hotel, restaurant, or event planning industries is required;
• At least 5 years of working experience as a F&B Director, or restaurant General Manager, especially in the hospitality industry with strong culinary and service reputations, lifestyle and / or luxury experience preferred
• Business oriented thinking, has keen market insights and judgment;
• Good communication and coordination skills, detail-oriented, passionate, takes initiative, good leadership skills;
• Bachelor degree or above;
• U.S. work visa or relevant U.S. work permit