Guest Services Agent (On site Position)

Air-Culinaire-Worldwide; Tampa (FL); On-site; USD 25,000 - 28,000; Full time

Benefits offered by this job

Healthcare benefits

401K with employer match

Dental and Vision insurance

Life insurance

Disability insurance

Vacation program

Job summary

Air Culinaire Worldwide in Tampa, FL is seeking a Guest Services Agent to coordinate catering operations and deliver exceptional guest service. This full-time, in-office role requires a high level of organization and communication with clients and internal teams.

Responsibilities include processing orders, coordinating with suppliers, applying promotions, and upselling menu items. The role emphasizes accuracy, timely processing, and a proactive approach to resolving issues across the order

Qualifications

• High School diploma or equivalent required.
• Experience in catering/culinary operations or hospitality is required.
• Prior aviation experience is a plus.
• Strong organizational and multi-tasking abilities.
• Professional communication, both written and verbal.

Responsibilities

• Coordinate catering operations to ensure outstanding guest service and client loyalty.
• Process orders accurately and timely, using company software.
• Communicate with suppliers and internal teams to resolve issues throughout the order lifecycle.
• Upsell items based on client menus and manage quotes with promotional codes as directed.
• Maintain proper note padding and documentation for all orders.
• Collaborate with Guest Services Manager, Operations, and Finance as needed.

Skills

Customer service

Communication skills

Organization

Multi-tasking

Education

High School diploma or equivalent

Bachelor’s Degree in Hospitality or Culinary Field preferred

Tools

MS Outlook

MS Word

Excel

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Full Time US ACW Clerical Corporate office, Tampa, FL, US

Salary Range: $18.00 To $20.00 Hourly

In office position, this is not a remote position.

Job Purpose:

The Guest Services Agent 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 Agent will actively participate in actions that result in enhancements of quality and service.

Under the supervision of the Guest Services Manager, the Guest Services Agent 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 Agent will work with Operations, Network, IT, Finance and Marketing & Sales to consistently deliver an incredible experience to our clients within the Air Culinaire system.

Benefits Package:

• Air Culinaire Worldwide employees have the flexibility to design the benefit selections best suited for their needs.
• Full Time employees are eligible for healthcare and supplemental benefits on the first day of the month, following 30 days of employment.
• 401 (K) Retirement Plan with a discretionary 100% employer match of the first 6% of participant contributions.
• Plan entry is the first day of the month following 30 days of employment.
• Three (3) medical plans to choose from, with an excellent employer contribution.
• Available Dental and Vision insurance
• Company paid basic life insurance, with the option to elect additional voluntary term life.
• Company paid short-term and long-term disability insurance.
• Available supplemental benefits, including critical illness, accident insurance, hospital indemnity insurance and pet insurance.
• Health Savings Account and Flexible Spending Account available (for eligible plans)
• Generous Vacation Program for full time employees
• Contribute to all functions and operations of their respective Guest Services Team.
• Login to assigned phone queue as assigned by management.
• Work on assigned e-mails that are coordinated by management.
• Ensure any assigned orders are processed accurately and in a timely manner.
• Ensure proper note padding of all pertinent information regarding an order.
• Using company software to determine approved preferred supplier for assigned order.
• Ensure any orders that are processed by the GSA are e-filed and coded properly.
• 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.
• 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.
• Upsell items based on clients requested menu.
• Logging Process Events according to department policy.
• Communicate and coordinate efforts among applicable departments to fully resolve customer concerns throughout the life cycle of an order, from order placement to Process Event resolution and invoicing.
• Apply Process Event solutions by following company issued credit matrix and/or involving immediate management support.
• 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.
• 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.
• Communicate any issues that need to be passed down to management at shift close for communication to subsequent shift personnel.
• Engage Guest Services Manager, Operations Manager, Director or VP of Guest Services as needed.

- As Needed Duties

• Participating in any cross training opportunities of order entry on diverse client base, i.e. cargo, large cabin and international.
• Participating in weekly “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 within department.
• Any additional duties as assigned by management.

Measures of Success:

• Specific Job Responsibilities
• Integrity & Accountability
• 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 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 aviation fields a plus.
• Possess exceptional organizational skills and the ability to multi-task during the course of regular business operations.
• Must be capable of professional communication, both verbally and written.
• Proficient in Basic Computer Navigation, MS Outlook/Word/Excel.
• Knowledge of modern office procedures and methods including telephone communications, office systems, record keeping, and proper formatting/etiquette of correspondence.
• Ability to establish priorities on a daily basis, work independently, proceed with objectives and resolution of issues.
• Schedule flexibility is a must, including evening, weekend or holiday hours as necessary.

Final candidate for the position will be required the following:

• Pre- employment background check
• Pre-employment Drug Test
• MVR (if applicable to the position)
• E-Verify

Please note that qualified candidates are required to work the holidays and weekends

Disclaimer:

This position description highlights a general description of duties and responsibilities. Employee(s) may be assigned other duties, in addition to or in lieu of those described herein, and any duties are subject to change at any time, according to the needs of the location or Company.

Air Culinaire Worldwide, LLC. does not discriminate in any way to deprive any person of employment opportunities or otherwise adversely affect the status of any employee because of race, color, religion, sex, sexual orientation, genetic information, gender identity, national origin, age, disability, citizenship, veteran status, or military or uniformed services, in accordance with all applicable governmental laws and regulations.