Position:      Customer Support Specialist  

Location:      Tampa, FL (Fully on site)  

Salary:          $43K-$46K + Bonus

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

Responsibilities:

·       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

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 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.