Customer Support Representative

Overview

Growing Hospitality Services provider seeks a new Guest Services Lead to Join their Team.

• Contribute to all functions and operations of their respective Guest Services Team.
• Oversee the assignment of emails by reps and assign emails according to a rotation, for all inboxes.
• Oversee the B2B board to ensure orders are being actioned in a timely manner.
• Coordinate with On Site Managers, On Site agents to determine appropriate and fair distribution of workload.
• Ensure any assigned orders are processed accurately and in a timely manner.
• Support of CRM, filing & order management
• Using company software to determine approved preferred supplier for assigned order.
• Researching pricing of custom items utilizing company approved websites.
• Direct communication within the supply chain regarding order clarity, i.e. via phone or e-mail.
• Upsell items based on clients requested menu.
• Process Event solutions by following company issued credit matrix and/or involving immediate management support.
• Act as point person for any questions presented by Guest Services agent on shift.
• Champion new clients & staff with learning, development & training matters.
• Engage Operations Manager, Director or VP of Guest Services as needed.
• Participating in daily “huddle” meetings on the floor with assigned manager.
• Handling of escalated issues direct with the customer, kitchen or vendor as needed – in conjunction with Guest Services Manager.
• Participation as requested in meetings with Guest Services Managers, Network (Bi-weekly), On-Sites (As needed), Customers (As needed).
• Participating in meetings to discuss direction/concerns

• High School diploma or equivalent, bachelor’s degree in hospitality or culinary field preferred.
• Experienced in handling client relationships in a business environment.
• Prior experience with catering/culinary operations or hospitality required, including basic knowledge of culinary terms and practices.
• Prior experience in the aviation industry or multi-lingual a plus.
• Must be capable of professional communication, both verbally and written.
• Schedule flexibility is a must, including evening, weekend or holiday hours as necessary.
• All candidates must successfully complete a background check and drug screening.