Guest Experience Intern

The Experience You'll Create

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.

Ingredients for Thriving

• 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