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The Guest Services Agent coordinates catering operations by processing orders, managing client communications, and ensuring high-quality service delivery. They work across various departments to resolve customer concerns and maintain accurate order documentation.
Candidates must have a high school diploma or equivalent, with a bachelor's degree in hospitality or culinary fields preferred. Prior experience in catering, hospitality, or aviation is required, along with proficiency in basic computer software and strong organizational skills.
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.
• 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 Work on assigned e-mails that are coordinated by management.
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 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.
o Apply 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 Communicate any issues that need to be passed down to management at shift close for communication to subsequent shift personnel.
o Engage Guest Services Manager, Operations Manager, Director or VP of Guest Services as needed.
• As Needed Duties
o Participating in any cross training opportunities of order entry on diverse client base, i.e. cargo, large cabin and international.
o Participating in weekly “huddle” meetings on the floor with assigned manager.
o Handling of escalated issues direct 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:
Knowledge, Experience and Skill Requirements:
Benefits Package:
Final candidate for the position will be required the following:
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.
Redefining In-flight Catering
“Redefining in-flight catering” Air Culinaire Worldwide, a Universal Weather and Aviation, Inc. company, serves in-flight catering to hundreds of airport locations across the globe. Since 2000, business and private aviation operators have relied upon the organization. With 22 owned-and-operated kitchens and hundreds of vendors on six continents, business aviation organizations receive the total in-flight catering experience from one resource: Air Culinaire Worldwide. Thanks to the feedback of our valued clients we are redefining in-flight catering. No matter where you are in the world, the Air Culinaire Worldwide Network is ready to fulfill expectations for your total catering experience to be simple and enjoyable.
Offices: Tampa, US
