Guest Services Shift Lead: Elevate Catering & Client Experience

Air Culinaire Worlwide; Tampa (FL); On-site; USD 40,000 - 58,000; Full time

Job summary

Air Culinaire Worldwide in Tampa, FL is seeking a Guest Services Shift Lead to coordinate catering operations and deliver exceptional guest service. You will work with Operations, Network, IT, Finance and Marketing & Sales to ensure a superior experience for clients within the ACW system.

The role requires strong organizational skills, multitasking, and professional communication. A high school diploma is required; hospitality/catering experience and aviation exposure are a plus.

Qualifications

• 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 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.

Responsibilities

• Contribute to all functions and operations of their respective Guest Services Team.
• Login to assigned phone queue as assigned by management.
• Oversee self‑assignment of emails by reps and assign emails as needed based on rep’s individual capabilities and current workload.
• 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.
• 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.
• Act as point person for any questions presented by GSAs on shift.
• 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.
• Communicate any issues that need to be passed down to management at shift close for communication to subsequent shift personnel.
• Engage Guest Services Operations Manager, Assistant Director, Director or VP of Guest Services as needed.

Skills

Customer service

Multi-tasking

Professional communication

Client relationship management

Team coordination

Education

High School diploma

Bachelor’s Degree in Hospitality or Culinary Field preferred

Tools

MS Outlook

MS Word

MS Excel

Job description

Air Culinaire Worldwide in Tampa, FL is seeking a Guest Services Shift Lead to coordinate catering operations and deliver exceptional guest service. You will work with Operations, Network, IT, Finance and Marketing & Sales to ensure a superior experience for clients within the ACW system.

The role requires strong organizational skills, multitasking, and professional communication. A high school diploma is required; hospitality/catering experience and aviation exposure are a plus.