Multi Unit Restaurant Customer Experience Leader, Patina Restaurant Gr

  • Delaware North
  • Buffalo, NY, USA
  • Nov 10, 2019
Full time Other

Job Description

Our Exciting Work Environment

This position will be based out of Delaware North's new global headquarters, a state-of-the-art, 12-story, mixed-use building in downtown Buffalo, N.Y. The headquarters facility, reflective of our values, integrates the latest advances in environmental, energy conservation and office design.

The Opportunity

The Opportunity

GuestPath, designed and developed exclusively for Delaware North, is a customer experience management platform that drives exemplary customer experiences throughout our operations in a data driven manner focusing on customer experience practices and programs. It is a company-wide infrastructure that embodies Delaware North's commitment and passion for providing the utmost hospitality.

We are seeking a Restaurant Customer Experience Leader to join our team and partner with leadership to implement GuestPath across our Patina Restaurant Group operating units in New York City, Orlando, and Los Angeles. This is a great opportunity for a person skilled in change management, quality improvement, and customer experience (CX).

To ensure we hire the right person for this important role, the successful candidate will have the opportunity to work remotely or at our corporate headquarters in Buffalo, NY.


As a Restaurant Customer Experience Leader you will serve as performance improvement leader, advising and influencing the actions, initiatives, and efforts of their assigned portfolio of upscale restaurants and catering venues. This is accomplished through the following:

  • Partnering with subsidiary and operating unit leadership, in this new position you will roll out and implement our customer experience (CX) processes, programs and best practices (GuestPath) across our Patina Restaurant Group's operating units located in three hubs: New York City, Orlando, and Los Angeles including our operations inside Disneyland and Disney World.
  • Implementing brand standards, providing service delivery and leadership training, implementing our quality assurance and voice of the customer programs, educating leadership on associate engagement principles with a primary focus on the continuous improvement of the guest experience.
  • Setting the stage for great service outcomes through education, advisement and implementation of the programs, practices, and processes of GuestPath.
  • Utilizing data from guest feedback, quality assurance, social media, P&L, etc. to identify opportunities for and drive CX improvement.
  • Developing and delivering unit and subsidiary level presentations and reports to communicate with leadership and unit-based associates on all aspects of GuestPath, including standards and compliance, analytics, tools, and processes.
  • Cultivate a service culture in Patina Restaurant Group by educating teams on GuestPath, monitoring progress and holding teams accountable, onboarding units into the program, and providing high levels of support to underperforming units.
  • Administrative duties including coordinating, scheduling and expense management for business travel, and supporting the administration of GuestPath systems including Salesforce, VOC, and QA.


  • Our ideal candidate has 2 - 5 years' experience in an upscale restaurant, multi-unit environment with a focus on performance improvement, quality assurance, customer experience or similar leadership role.
  • Additional experience in leading change management, quality improvement, and customer experience (CX) in an upscale restaurant environment is highly desirable. Restaurant operational management experience is also a plus. A high level of enthusiasm and a passion for great customer experiences are keys to success.
  • Ability to be self-motivated, detail-minded with strong deductive reasoning and verbal skills.
  • Highly ethical.
  • Working knowledge of MS Office (Excel, Power Point and Access).
  • Can work from home office or at our corporate headquarters in Buffalo, NY.
  • Ability to travel up to 60-70%.
  • Adept and productive at working while traveling.

Who We Are

Take your career beyond the ordinary-to the extraordinary.

At Delaware North, you'll love where you work, who you work with, and how your day unfolds. Whether it's in sporting venues, casinos, airports, national parks, iconic hotels, or premier restaurants, there's no telling where your career can ultimately take you. We empower you to do great work in a company with 100 years of success, stability and growth. If you have drive and enjoy the thrill of making things happen - share our vision, grow with us.

Delaware North is one of the largest privately held hospitality companies in the world. Founded in 1915 and owned by the Jacobs family for more than 100 years, Delaware North has global operations at high-profile places such as sports and entertainment venues, national and state parks, destination resorts and restaurants, airports, and regional casinos. Our 55,000 employee associates are dedicated to creating special experiences one guest at a time in serving more than a half-billion guests annually. Delaware North operates in the sports, travel hospitality, restaurant and catering, parks, resorts, gaming, and specialty retail industries and has annual revenue of about $3 billion. Learn more about Delaware North, a global leader in hospitality, at .

All applicants will be subject to a pre-employment background check and may be subject to a pre-employment drug test depending upon the position and/or client requirements.

Delaware North Companies, Incorporated and its subsidiaries consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, or any other legally protected status. Delaware North is an equal opportunity employer.