Catering & Guest Relations CSR II
Core
Senior-level contributor managing advanced case handling, escalated guest concerns, and end-to-end catering order operations for Red Robin.
Role type
Senior IC Catering & Guest Relations CSR
Builds
Guest satisfaction outcomes and accurate catering fulfillment
Domain
Hospitality / Restaurant Operations
Deliverable
client delivery
Required skills
Advanced case management, order research, issue resolution, multi-channel communication, payment resolution, delivery coordination, data accuracy, system proficiency, problem-solving, decision-making, mentoring
Preferred skills
Hospitality or restaurant experience, bilingual skills
Technologies
Salesforce, Monkey Media, ezCater, OLO, Aloha Enterprise, CashStar, ServiceNow
Responsibilities
Manage escalated guest and catering concerns, process updates and fulfillments in systems, monitor fulfillment quality and identify trends, resolve guest cases from multiple channels, review performance dashboards, support cross-functional initiatives, mentor Specialists
Seniority
Senior, hands-on IC