Account Liaison, Guest Services

Evans Global Aviation LLC•Tampa, FL

12h

About The Position

The Account Liaison, Guest Services provides professional service to clients, vendors, and employees by managing service requests, building client loyalty, and supporting business operations. Under the direction of the Director, Guest Services, this role manages relationships with selected clients, meeting client needs and company performance expectations. The liaison works with Operations, Network, IT, Finance, and Marketing & Sales to deliver a positive client experience within the Air Culinaire system. The role handles client communications and support, account coordination, reporting, administrative records, order recovery and quality checks, and collaboration with internal teams. Additional duties may include resolving escalated issues, supporting training, managing account onboarding and watch lists, attending meetings, and traveling to conferences or client meetings as requested. Schedule flexibility is required, including occasional evening, weekend, holiday, and on-call work.

Requirements

2–5 years of experience in account management, customer service, or a related field.
Experience managing client relationships in a business environment.
Competence with CRM software and relevant tools, such as Salesforce and Microsoft Office Suite.
Proficiency in general computer navigation and terminology.
Ability to multitask during regular business operations.
Exceptional organizational and prioritization skills.
Strong professional verbal and written communication skills.
Prior experience or knowledge of culinary services and/or aviation is required.
Schedule flexibility, including on-call interactions as needed and evening, weekend, or holiday hours.
Ability to travel and participate in conferences, conventions, and client meetings as requested.

Nice To Haves

Four-year degree preferred.
Professional fluency in multiple languages is a plus.

Responsibilities

Act as the primary client contact and provide on-call support, responding to inquiries and resolving issues using company-provided equipment.
Schedule and organize client meetings, calls, and presentations, and record activities in Salesforce.
Prepare and present reports on account status, client feedback, and project progress.
Perform administrative tasks, including data entry and maintaining records of client interactions.
Use internal and external resources and suppliers, including third-party services, to secure or recover orders in response to client requests.
Use Power BI reporting to identify account sales trends and coordinate with clients and internal teams to increase market share.
Ensure work complies with applicable regulations and company policies.
Collaborate with internal teams to develop and implement strategies that address client needs and improve service delivery.
Engage Department Leadership and the Sales Team regarding shift briefings, process updates, operational challenges, and personnel concerns as needed.
Review the process event list and close out client-facing requests.
Quality-check orders for assigned clients and confirm them with suppliers.
Prepare or review pass-downs for subsequent shift personnel.
Escalate matters to the Director or Sr. Director of Guest Services as needed.
Handle escalated issues with customers, kitchens, or vendors in conjunction with the Team Manager.
Review current SOPs to align transactional processes across the organization.
Participate in new-hire and recurrent training as needed.
Manage client accounts for the assigned team, including client onboarding with Sales and Finance, client profiles and billing information, and the team watch list.
Participate in Network, on-site, customer, and departmental meetings as requested.
Work with the Director, Client Services to support a positive professional work environment and follow the Employee Handbook when handling employee-relations issues.
Travel and participate in conferences, conventions, and client meetings as requested.
Perform additional duties assigned by the Director, Guest Services.