Off-Premise And Guest Relations Specialist

Qualified candidate must be dedicated to exceptional hospitality and committed to ensuring a positive guest experience. This position will function as first-level call center support for the processing and tracking of catering orders via the Restaurant Support Center and will assist with production support of incoming customer feedback.

Essential Duties and Responsibilities

• Responsible for the processing of catering orders in a call center environment

• Must be able to speak clearly, calmly, and represent the company in a polite and professional manner at all times when dealing with customers via the phone

• Excellent work ethic with the ability to adhere to a very strict attendance policy

• Flexible schedule and the ability to work evenings and weekends is required

• Multi-task in a fast-paced and high-volume call center environment handling a high volume of incoming phone calls, online orders and emails and respond to guest feedback and questions appropriately in a quick and efficient manner

• Clarify and assess customer's needs and offer effective solutions in a positive manner

• Listen to customer's feedback/needs and respond with empathy

• Resolve escalated calls professionally and with empathy to ensure excellent customer service

• Create a menu based on criteria provided by the guest

• Ability to grow catering sales by using suggestive selling and up-selling techniques

• Ability to handle large sums of money and remain compliant with PCI rules and regulations

• Maintain a high level of enthusiasm, positive energy, and upbeat attitude

• Must possess excellent verbal communication, organizational and interpersonal skills

• Committed to working in a team environment maintaining professionalism and open communication daily

• Proficient data entry of inbound orders with 100% accuracy