Catering & Guest Relations CSR II
Core
Senior Customer Service Representative managing complex catering orders, guest complaints, and operational coordination across multiple channels.
Role type
Senior IC customer service representative (catering & guest relations)
Builds
Seamless catering experiences and resolved guest issues
Domain
Hospitality / Food Service / Customer Support
Deliverable
client delivery
Required skills
Advanced case management, conflict resolution, multi-channel communication, order fulfillment coordination, performance metrics analysis, process improvement, mentoring, decision-making authority
Preferred skills
Hospitality industry experience, bilingual communication, Salesforce/OLO/Aloha Enterprise proficiency
Technologies
Salesforce, OLO, Monkey Media, Aloha Enterprise, CashStar, ServiceNow, Microsoft Office
Responsibilities
Manage escalated guest complaints and complex catering inquiries; coordinate catering orders from confirmation to delivery; monitor performance dashboards and KPIs; mentor junior team members; analyze customer feedback for process improvements; resolve issues within 24-48 hour SLAs.
Seniority
Senior, hands-on IC with mentoring responsibilities