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 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 and ensuring the Guest Service Agents, they are leading do the same. 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
- Contribute to all functions and operations of their respective Guest Services Team.
- Login to assigned phone queue as assigned by management.
- 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 GSAs, and London GSAs to determine appropriate and fair distribution of workload.
- Ensure any assigned orders are processed accurately and in a timely manner.
- Ensure GSA orders are quality checked as needed dependent on GSA level and coaching instances.
- Ensure proper note padding of all pertinent information regarding an order.
- Using company software to determine approved preferred supplier for assigned order.
- Ensure any handwritten orders that are processed by the GSAs 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
- Engage in GSA Training and Development as needed, under the direction of the Operation Managers
- Responsible for actioning and maintaining the electronic Passdown
- Communicate any issues that need to be passed down to management at shift close for communication to subsequent shift personnel.
- Engage 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 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 within department.
- 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 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.
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 Paid Time Off Program for full time employees
- Employee Assistance Program (EAP)
- See our benefits here 2025 Benefits Guide
- Watch Me To Learn About How Exciting it is to Work for Air Culinaire Worldwide
Final candidate for the position will be required the following:
- Pre- employment criminal background heck
- Pre-employment Drug Test
- MVR (if applicable to the position)
- E-Verify
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.
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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.
