Guest Services Coordinator
Full-time
Starr Restaurant Organization
STARR Restaurants is seeking a service-focused Guest Services Coordinator based in the Philadelphia market to support guest-facing operations within its Gift Card Department. As one of the nation’s leading independent, multi-concept restaurant groups, STARR Restaurants is known for creating unique, memorable guest experiences through creative cuisine, compelling design, and heartfelt service. In this role, you will help deliver that experience by managing all gift card inquiries and operations—responding to guests, processing orders and activations, resolving concerns, supporting restaurant location inquiries, and coordinating with restaurant and corporate teams. Key Responsibilities
- Guest & Customer Service
- Respond to all gift card inquiries by phone and email in a timely, professional, and courteous manner.
- Assist guests with gift card purchases, balance inquiries, reloads, activations, deactivations, replacements and disputes.
- Support restaurant location inquiries and service issues related to gift card acceptance, redemption, and processing.
- Act as a liaison between guests and restaurant teams to research and resolve gift card discrepancies or complaints.
- Resolve guest concerns and service issues by identifying needs, coordinating solutions, and following through to completion.
- Escalate urgent or high-impact guest concerns to management when appropriate.
- Coordinate with individual restaurant locations and leadership teams to ensure a seamless guest experience and consistent service standards.
- Support special events, VIP guest coordination, group dining inquiries, and other hospitality driven initiatives as needed.
- Order & Account Management
- Process bulk, corporate, and individual gift card orders accurately and on schedule.
- Process donation requests submitted through Donation Exchange, ensuring accurate fulfillment and timely communication with requesting organizations.
- Manage recovery requests from restaurant operations, coordinating resolution and follow through with the appropriate teams.
- Manage gift card supply inventory, including ordering, tracking, and distribution of physical card supplies to restaurant locations.
- Maintain and update guest and corporate account records.
- Track order fulfillment and coordinate with fulfillment vendors.
- Issue replacement cards and resolve discrepancies in a timely manner.
- Monitor open service issues to ensure prompt follow-up, timely closure, and guest satisfaction.
- Support loyalty program integration with gift card systems.
- Administrative & Reporting
- Maintain accurate records of all gift card transactions, guest interactions, and service correspondence.
- Generate weekly and monthly gift card activation and redemption reports.
- Monitor gift card inventory levels and proactively flag reorder needs.
- Assist in reconciliation of gift card liability and outstanding balances.
- Assist with administrative tasks and service documentation to support daily operations.
- Document processes and update standard operating procedures as needed.
- Brand & Team Collaboration
- Help uphold brand standards and a culture of hospitality that reflects STARR Restaurants’ commitment to excellence.
- Serve as a knowledgeable resource for restaurant staff on gift card policies, procedures, and troubleshooting.
- Support onboarding and training of new gift card staff.
- Contribute to a positive, collaborative, and guest-focused team culture.
- Provide feedback to management to improve processes and the overall guest experience.
- High school diploma or equivalent required; associate or bachelor’s degree in hospitality, Communications, Business, or a related field is a plus.
- 2+ years of customer service experience, preferably in hospitality or retail; restaurant or multi-concept experience a plus.
- Excellent problem-solving, organization, and time-management abilities.
- Ability to manage multiple tasks and priorities in a fast-paced, service-driven environment.
- Proficiency with Microsoft Office Suite (Word, Excel, Outlook); experience with reservation, POS, or customer management systems is a plus.
- Strong data entry skills with high attention to detail and commitment to accuracy.
- Ability to work independently and collaboratively across restaurant and support teams.
- Availability for a flexible schedule, including occasional evenings, weekends, or holidays during peak periods.
- Experience with gift card platforms or stored-value systems (e.g., Givex, Paytronix, SVS).
- Familiarity with restaurant POS systems.
- Experience in a high-volume or multi-unit restaurant or hospitality environment.
- Experience supporting private dining, special events, or VIP guest requests.
- Familiarity with guest recovery practices and service excellence standards.
Vacancy posted 13 days ago
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