Guest Services Operations Manager

Universal Weather and Aviation•Tampa, FL

About The Position

The Operations Manager, Guest Services is responsible to provide impeccable service to our clients, vendors and employees by professionally managing all service requests. Further responsibilities include building loyalty within our client base and supporting the operation as needed in the course of business. Under the direction of the Director, Guest Services, the Operations Manager, Guest Services will be responsible for managing the overall business functions of the Guest Services Department, by directing and managing of their assigned team of Guest Service Manager to meet and exceed both the demands of our clientele, as well as, performance expectations of the company. The Operations Manager, Guest Services will work with Operations, Network, IT, Finance and Marketing & Sales to consistently deliver an incredible experience to our clients within the Air Culinaire system.

Requirements

Four year degree preferred.
Prefer experience in managing a call center environment.
Experience in managing client relationships in a business environment.
Ability to utilize MS Word//Excel. Proficient in the use of Outlook
Proficient in general computer navigation and terminology
Must be able to multi-task during the course of regular business
Exhibit exceptional organizational and prioritization skills.
High proficiency in professional verbal and written communications skills.
Prior experience or knowledge of culinary services and/or aviation required
Schedule flexibility including evening, weekend and holiday hours.

Responsibilities

Oversee all functions and operations of their respective Guest Services Team.
Engage Team Managers as needed for shift briefings, process updates, operational challenges, personnel concerns, etc.
Review GPQC list for assigned team and close out as many requests as possible.
Review process event list to close out any client facing requests.
Actively and continually walk the floor to observe service levels and efficiencies firsthand and provide guidance, training and direction for various operational challenges.
Ensure any orders that are processed by the assigned team are e-filed and coded properly.
Ensure the GSAs are empowered to “save” quotes from cancelling by applying appropriate promotional code/discount to “win” the order.
As occasion warrants, perform secondary QC for a Team Manager that requests a senior level sign-off, i.e. watch list client or allergen type order.
Per weekly rotation assume role as “Email Quarterback” and direct the allocation of emails to ensure all communications are being routed to the proper team.
Prepare and/or review pass downs for communication to subsequent shift personnel
Engage Director, Guest Services or VP of Guest Services as needed.
Handling of escalated issues direct with the customer, kitchen or vendor as needed – in conjunction with Team Manager.
Proactively manage staffing levels and schedules while engaging the Director, Guest Services as needed for recruitment.
Review current SOPs to align all transactional processes within the organization.
Ensure GSAs of assigned team are following the standard self QC guidelines.
Be informed of any GSA coaching by Team Manager that requires HR documentation or verbal warnings.
Active engagement in New Hire training.
Assist in recurrent training in conjunction with Guest Experience Manager.
Prepare monthly schedule for assigned team.
Manage client accounts of assigned team.
Manage changes to assigned client’s blue screen notes.
Managing the onboarding of clients to assigned team within the current operating system, i.e. building of client profiles and billing information (credit card information).
Manage watch list of assigned team. Adding or subtracting clients as needed.
Participation as requested in meetings with Network (Bi-weekly), On-Sites (As needed), Customers (As needed).
Participating in monthly meetings to discuss direction/concerns within department.
Compile, lead and complete reviews for all team members within assigned team.
Any additional duties as assigned by Director, Guest Services.
Work in conjunction with Director, Client Services to provide a positive professional work environment for all associates.
Follow the current Air Culinaire Employee Handbook when dealing with all employee relation issues.
Travel and participate in conferences, conventions, client meetings as requested.

Benefits

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 day 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 Vacation Program for full time employees
Employee Assistance Program (EAP)