Guest Services Shift Lead

Evans Global Aviation LLC•Tampa, FL

About The Position

The Guest Services Shift Lead coordinates catering operations for Air Culinaire Worldwide in accordance with company policies and procedures, with the goal of delivering outstanding guest service, building client loyalty, and improving quality and service. Under the supervision of the Guest Services Operations Manager, the role provides bespoke guest service, protects client-provided information, and works with Operations, Network, IT, Finance, and Marketing & Sales to deliver a strong client experience. The position contributes to the daily operations of the Guest Services team, supports and guides Guest Services Agents (GSAs), and oversees order handling from initial processing through quality checks and supplier confirmation. It also assists with escalated customer, kitchen, and vendor issues, participates in training and meetings, and performs additional duties as assigned by management. Schedule flexibility is required, including evenings, weekends, or holidays as necessary.

Requirements

High school diploma or equivalent required.
Experience handling client relationships in a business environment.
Prior experience in catering or culinary operations, or hospitality, including basic knowledge of culinary terms and practices.
Exceptional organizational skills and ability to multitask during regular business operations.
Professional verbal and written communication skills.
Proficiency in basic computer navigation and Microsoft Outlook, Word, and Excel.
Knowledge of modern office procedures and methods, including telephone communications, office systems, record keeping, and correspondence formatting and etiquette.
Ability to establish daily priorities, work independently, proceed with objectives, and resolve issues.
Schedule flexibility, including evening, weekend, or holiday hours as necessary.

Nice To Haves

Bachelor’s degree in Hospitality or a Culinary field preferred.
Prior experience in aviation fields is a plus.

Responsibilities

Contribute to the functions and operations of the assigned Guest Services team and log in to the phone queue as directed.
Oversee representatives’ self-assignment of emails and assign emails based on individual capabilities and current workload.
Ensure assigned orders are processed accurately and promptly, with pertinent information properly documented.
Use company software to identify approved preferred suppliers and ensure processed orders are properly e-filed and coded.
Research pricing for custom items using company-approved websites and communicate with supply-chain contacts to clarify orders.
Prepare quotes and apply appropriate promotional codes or discounts as directed by management, using available resources to save or win business.
Upsell items based on clients’ requested menus.
Log Process Events according to department policy and resolve them using the company credit matrix or by involving management.
Conduct self-quality checks for menu accuracy, applicable fees, and potential GPQC issues before submitting orders for further quality control.
Follow up after quality checks and submission to obtain order confirmation, including contacting suppliers by phone or email.
Serve as the on-shift point of contact for GSA questions and identify training or retraining needs for the Operations Manager responsible for Training and Development.
Pass relevant issues to management at shift close for communication to subsequent-shift personnel and engage senior Guest Services leadership as needed.
Participate in cross-training for order entry across diverse client bases, including cargo, large-cabin, and international clients.
Participate in weekly floor huddles and other departmental, network, on-site, and customer meetings as requested.
Handle escalated issues with customers, kitchens, or vendors as needed, in conjunction with the Guest Services Manager.
Perform additional duties as assigned by management.