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Guest Services Supervisor

3 months ago

Charleston, United States Iacofano Group, LLC Full time
Job DescriptionJob DescriptionDescription:

Overview: Join our team at Iacofano Group LLC as the Guest Services Supervisor, where you'll play a pivotal role in building a culture of guest-first service. You'll oversee all aspects of guest services, ensuring that customer satisfaction remains at the core of every decision. We're looking for a proactive individual who can effectively solve customer issues, complaints, and inquiries, while maintaining professionalism and courtesy at all times.


Responsibilities:

  • Lead by example, embodying hospitality excellence for both team members and guests
  • Educate team members and guests on products and services, providing convenient meal solutions
  • Quickly address and resolve guest concerns to ensure a positive experience
  • Handle all customer orders via phone, email, or fax
  • Ensure facilities receive all orders and order revisions promptly
  • Effectively solve customer complaints and inquiries, identifying needs and providing necessary information
  • Utilize opportunities to upsell products with incoming orders
  • Build sustainable relationships and engage customers by going the extra mile
  • Meet personal and team goals
  • Follow up on previous orders with customers
  • Assist in menu pricing and updating
  • Act as a liaison between customers and facilities
  • Broker orders for FBOs
  • Coach and train Guest Service Representatives (GSR) team
  • Maintain catering software with proper updates (client list, menus & pricing, etc.)
  • Support Director of Business Development with cold calls, contracts, and follow-up calls

Qualifications:

  • 5 years of proven experience in a customer support role (required)
  • 5 years of food service experience (required)
  • Experience with QuickBooks (preferred)
  • Strong leadership and communication skills
  • Customer focus and adaptability to different personality types
  • Ability to multitask, set priorities, and manage time effectively
  • Self-motivated and able to work independently
  • Dependable and timely


Requirements: