Catering & Guest Relations CSR II

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Catering & Guest Relations CSR II based in the United States. This is an exciting opportunity for an experienced customer service professional to play a key role in delivering exceptional guest experiences across catering and guest relations operations. In this position, you will manage complex customer inquiries, oversee catering orders, and resolve escalated concerns with professionalism, empathy, and efficiency. You will serve as a trusted point of contact for guests, restaurant teams, and external delivery partners, ensuring seamless service at every stage. Combining advanced case management, problem-solving, and operational coordination, you will contribute to service quality and customer satisfaction. You will also monitor performance metrics, identify opportunities for process improvements, and support cross-functional initiatives. As a senior team member, you will act as a subject matter expert, mentoring colleagues and promoting a culture of accountability, collaboration, and guest-focused service. Accountabilities: - Support catering and guest relations operations through advanced case management, order research, customer assistance, and issue resolution. - Handle escalated guest complaints and catering concerns, applying independent judgment and providing timely, effective solutions. - Manage customer inquiries received through multiple communication channels, including phone, email, letters, online platforms, ServiceNow, and social media. - Ensure urgent cases are addressed within 24 hours and all other inquiries are resolved within established 48-hour service timelines. - Consistently meet or exceed key performance indicators, including resolution times, customer satisfaction (CSAT), and catering order accuracy. - Manage catering orders from initial confirmation through payment resolution, fulfillment, and delivery coordination.

- Communicate with guests, restaurant teams, and third-party delivery providers to ensure accurate and seamless catering experiences. - Monitor catering fulfillment quality, identify recurring issues, and escalate operational concerns to the appropriate leadership teams. - Process catering-related requests, including gift card resends, order cancellations, guest recovery solutions, and updates to interactive voice response (IVR) messages concerning restaurant hours and closures. - Investigate, document, and resolve guest relations cases received through websites, phone calls, email, written correspondence, and external organizations such as the Better Business Bureau (BBB). - Maintain accurate case records, supporting documentation, and organized tracking to ensure effective follow-up and timely resolution. - Identify opportunities to improve customer service processes, response templates, workflows, and communication standards. - Collaborate with internal teams to ensure that documentation and call recordings are properly maintained in accordance with company policies. - Monitor operational dashboards and performance reports to evaluate service quality and ensure departmental targets are achieved. - Analyze customer feedback, recurring issues, and root causes to identify opportunities for operational improvements. - Support cross-functional projects involving communication tools, IVR messaging, service templates, promotional activities, and operational rollouts. - Ensure data accuracy across customer service and catering management systems. - Act as a subject matter expert and mentor to customer service specialists by providing coaching, feedback, training, and shadowing support. - Participate in team meetings, training sessions, and collaborative initiatives while demonstrating professionalism, integrity, accountability, and a guest-first mindset.