Guest Services Shift Lead

Job Purpose: The Guest Services Shift Lead is responsible for coordinating catering operations for Air Culinaire Worldwide (ACW) in a manner that is consistent with company policy and procedures, resulting in outstanding guest service and client loyalty. The Guest Services Shift Lead will actively participate in actions that result in enhancements of quality and service. Under the supervision of the Guest Services Operations Manager the Guest Services Shift Lead will be responsible for providing a bespoke level of guest service while exhibiting a high level of security with information provided by client while adhering to all details. The Guest Services Shift Lead will work with Operations, Network, IT, Finance and Marketing & Sales to consistently deliver an incredible experience to our clients within the Air Culinaire system. Responsibilities and Associated Duties: Daily Duties o Contribute to all functions and operations of their respective Guest Services Team. o Login to assigned phone queue as assigned by management. o Oversee self-assignment of emails by reps and assign emails as needed based on rep’s individual capabilities and current workload. o Ensure any assigned orders are processed accurately and in a timely manner. o Ensure proper note padding of all pertinent information regarding an order. o Using company software to determine approved preferred supplier for assigned order. o Ensure any orders that are processed by the GSA are e-filed and coded properly. o Researching pricing of custom items utilizing company approved websites. o Direct communication within the supply chain regarding order clarity, i.e. via phone or e-mail. o Execution of quotes and ensuring you are using all resources to “save” and/or “win” by applying appropriate promotional code/discount as directed by manager. o Upsell items based on clients requested menu. o Logging Process Events according to department policy. o Process Event solutions by following company issued credit matrix and/or involving immediate management support. o Perform self QC of orders ensuring accuracy of requested menu items, ensuring all appropriate fees are present and making sure any potential GPQC issues are minimized prior to submitting the order to the kitchen or manager for further QC. o Making sure that once orders are QC’d and submitted that you are taking the necessary steps to get the order confirmed and closing the circle on the order, i.e. contacting supplier via phone or e-mail. o Act as point person for any questions presented by GSAs on shift. o Based on repeated questions asked by GSAs, identify and report any necessary GSA training or re-training to Operations Manager responsible for Training and Development. o Communicate any issues that need to be passed down to management at shift close for communication to subsequent shift personnel. - 2 - o Engage Guest Services Operations Manager, Assistant Director, Director or VP of Guest Services as needed. As Needed Duties o Participating in any cross-training opportunities of order entry on diverse client bases, i.e. cargo, large cabin and international. o Participating in weekly “huddle” meetings on the floor with assigned manager. o Handling of escalated issues directly with the customer, kitchen or vendor as needed – in conjunction with Guest Services Manager. o Participation as requested in meetings with Guest Services Managers, Network (Bi-weekly), On-Sites (As needed), Customers (As needed). o Participating in meetings to discuss direction/concerns within department. o Any additional duties as assigned by management. Measures of Success: Specific Job Responsibilities Stellar Customer Service Integrity & Accountability Entrepreneurial Spirit Teamwork Commitment Knowledge, Experience and Skill Requirements: High School diploma or equivalent required, Bachelor’s Degree in Hospitality or Culinary Field preferred. Experienced in handling client rela…

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