Feb 16, 2019
JOB #: 19020501-SDS KEY WORDS: Customer Service, Restaurant, Guest Resolution, JOB DESCRIPTION: TriStaff is partnering with their local San Diego hospitality client for Customer Service Representatives - Responsible for receiving and resolving web inputs for guest related issues (e.g., restaurant service, product quality, advertising, etc.). Also responsible for monitoring and recognizing high profile guest emails in department group email boxes. Position requires the availability and willingness to provide night and/or weekend support as needed. Job Duties: • Receives and evaluates a high volume of web submissions pertaining to employee/guest interactions, restaurant policies, monetary discrepancies and food safety concern. • Solicits and enters detailed information into computer database ensuring accuracy and completeness; obtains and clarifies pertinent information in order to resolve issue and/or contact restaurant to ensure policy consistency; forwards information to appropriate departments/personnel for resolution. • Responds to guest web inputs regarding restaurant service issues (e.g., speed of service and quality of product), sometimes on the phone, with composure and tact. On occasion, may discuss with guests, on the phone, more high prolife situations (e.g. allegations of illness and foreign object, credit card issues and media events). Obtains pertinent information and determines the best course of action for ensuring guest satisfaction, including: timely response, cash repayment, coupons, letter of apology, or forwarding to the appropriate decision maker. • Investigates and resolves issues for company web inputs regarding Rewards program, Ability to correctly identify root problem, resolve for guest or forward to the Rewards team for further investigation. Has working knowledge of specific databases, including Riskmaster Aloha and CMS. • Responds to guest contacts via Social Media (Facebook/Twitter). Works closely with brand social media contacts; Ability to recognize issues that need to be escalated. • Cross-trained to cover CSC/IC front desk receptionist responsibilities, including; answering high volume of calls from guest and vendors, able to maintain composure while on the phone, simultaneously greeting visitors, providing security badges and receiving deliveries. • Fulfills guest requests for various informational materials such as nutritional pamphlets, etc. • Performs other related duties, tasks and responsibilities as required, assigned and directed. Salary Range and Bonus Potential: $ 16.00 to $ 18.00 Benefits: • Temp to Fulltime Opportunity! • Fun, energetic, collaborative environment • Great benefits! • Work for a fast-growing restaurant business!
San Diego, CA, USA