Account Liaison, Guest Services

Account Liaison, Guest Services

The Account Liaison, Guest Services is responsible to provide impeccable service to our clients, vendors and employees by professionally managing all service requests. Further responsibilities include building loyalty within our client base and supporting the operation as needed in the course of business.

Under the direction of the Director, Guest Services, the Account Liaison, Guest Services will be responsible for managing the overall business relationship of select clients, by meeting and exceeding both the demands of our clientele, as well as performance expectations of the company. The Account Liaison, Guest Services will work with Operations, Network, IT, Finance and Marketing & Sales to consistently deliver an incredible experience to our clients within the Air Culinaire system.

Responsibilities and Associated Duties:

• Act as the primary point contact and on-call support for clients, addressing their inquiries and resolving issues promptly utilizing company provided equipment (e.g., Cell phone, tablet, etc.)
• Schedule and organize meetings, calls, and presentations with clients and log all activities into Salesforce
• Prepare and present reports on account status, client feedback, and project progress.
• Handle various administrative tasks such as data entry and maintaining detailed records of client interactions.
• Utilize internal and external resources and suppliers including third party services to secure and recover orders as it relates to the client request
• Using reporting through Power BI to identify trends based on sales volume of assigned accounts and establishing communication with clients and internal teams to increase market share
• Ensure all activities comply with relevant regulations and company policies.
• Collaborate with internal teams to develop and implement strategies that meet client needs and enhance service delivery
• Engage Department Leadership and Sales Team as needed for shift briefings, process updates, operational challenges, personnel concerns, etc.
• Review process event list to close out any client facing requests.
• Ensure any orders that are processed for assigned clients are quality checked and confirmed with suppliers.
• Prepare and/or review pass downs for communication to subsequent shift personnel
• Engage Director, Guest Services or Sr. Director of Guest Services as needed.
• Handling of escalated issues direct with the customer, kitchen or vendor as needed in conjunction with Team Manager.
• Review current SOPs to align all transactional processes within the organization.
• Active engagement in New Hire training.
• Assist in recurrent training in conjunction with Guest Experience Manager.
• Manage client accounts of assigned team.
• Managing the onboarding of clients in conjunction with Sales and Finance to assigned team within the current operating system, i.e. building client profiles and billing information
• Manage watch list of assigned team. Adding or subtracting clients as needed.
• Participation as requested in meetings with Network (Bi-weekly), On-Sites (As needed), Customers (As needed).
• Participating in monthly meetings to discuss direction/concerns within department.
• Any additional duties as assigned by Director, Guest Services.
• Work in conjunction with Director, Client Services to provide a positive professional work environment for all associates.
• Follow the current Air Culinaire Employee Handbook when dealing with all employee relation issues.
• Travel and participate in conferences, conventions, client meetings as requested.
• Schedule flexibility is a must, including some evening, weekend or holiday hours as necessary.

Measures of Success:

• Incremental growth YOY within installed customer base
• Stellar Customer Service
• Integrity & Accountability
• Entrepreneurial Spirit
• Teamwork Commitment

Knowledge, Experience and Skill Requirements:

• Four year degree preferred.
• 2-5 years of experience in account management, customer service, or a related field.
• Experience in managing client relationships in a business environment.
• Competence with customer relationship management (CRM) software and other relevant tools (e.g., Salesforce, Microsoft Office Suite)
• Professional fluency in multiple languages a plus
• Proficient in general computer navigation and terminology
• Must be able to multi-task during the course of regular business
• Exhibit exceptional organizational and prioritization skills.
• High proficiency in professional verbal and written communications skills.
• Prior experience or knowledge of culinary services and/or aviation required
• Schedule flexibility including as needed on-call interactions based on client needs including evening, weekend and holiday hours.

Disclaimer:

This position description highlights a general description of duties and responsibilities. Employee(s) may be assigned other duties, in addition to or in lieu of those described herein, and any duties are subject to change at any time, according to the needs of the location or Company.

Air Culinaire Worldwide, LLC. does not discriminate in any way to deprive any person of employment opportunities or otherwise adversely affect the status of any employee because of race, color, religion, sex, sexual orientation, genetic information, gender identity, national origin, age, disability, citizenship, veteran status, or military or uniformed services, in accordance with all applicable governmental laws and regulations.