Guest Services Agent

Job Description

Job Description

This is a remote position. Applicants must be outside the state of OH locations preferred would be in the Mountain or Pacific Time Zone, but outside the state of CA.

Job Purpose :

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

Under the supervision of the On-Site Account Manager, the Account 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 Account 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 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 Benefits Guide 2024
• Watch Me To Learn About How Exciting it is to Work for Air Culinaire Worldwide

Responsibilities and Associated Duties :

• Daily Duties
• Contribute to all functions and operations of their 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.
• 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.
• 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.

• Communicate any issues that need to be passed down to management at shift close for communication to subsequent shift personnel.
• Engage On-Site Account Manager, Operations Manager, Director or VP of Guest Services as needed.
• As Needed Duties
• Handling of escalated issues directly with the customer, kitchen or vendor as needed in conjunction with On-Site Account Manager.
• Participation as requested in meetings with On-Site Account Manager, Network (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.

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.

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.