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 operations. Under the direction of the Director, Guest Services, the role manages business relationships with selected clients, aiming to meet client needs and company performance expectations. It works with Operations, Network, IT, Finance, and Marketing & Sales to deliver a strong client experience within the Air Culinaire system. The position is scheduled Thursday through Monday and requires flexibility, including on-call interactions and some evening, weekend, or holiday hours as needed. The role may also involve travel to conferences, conventions, and client meetings.

Requirements

Two to five years of experience in account management, customer service, or a related field.
Experience managing client relationships in a business environment.
Competence with customer relationship management 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.
High proficiency in professional verbal and written communication.
Prior experience or knowledge of culinary services and/or aviation is required.
Schedule flexibility, including on-call interactions based on client needs and evening, weekend, or holiday hours as needed.

Nice To Haves

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

Responsibilities

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