餐饮与宾客关系客服专员 II
Catering & Guest Relations CSR II
餐饮与宾客关系客服专员 II
在 Red Robin，我们的宾客关系和餐饮团队体现了热情、连接和责任感的精神。餐饮与宾客关系客服专员 II 在确保每一次宾客互动（无论是与餐饮服务还是宾客反馈相关）都以专业、同理心和运营卓越的方式处理方面发挥着关键作用。
该职位是宾客关系和餐饮运营团队中的高级成员，结合了高级案件处理技能、强大的组织能力和独立决策能力。客服专员 II 是部门内的榜样，在每次互动中展现出准确性、在压力下的冷静以及以宾客为先的思维。
通过有效的解决问题、注重细节和主动沟通，客服专员 II 确保餐饮和宾客关系功能的无缝服务执行，直接支持 Red Robin 提供卓越且难忘的宾客体验的使命。
主要职责
运营与案件支持
- 通过高级案件管理、订单研究和问题解决，支持宾客关系和餐饮运营。
- 处理需要额外专业知识或跟进的升级宾客和餐饮问题。
- 持续达到或超越服务 KPI，包括解决时间、CSAT 和订单准确性。
- 在规定时间内处理通过电话、电子邮件、信件、ServiceNow 和社交平台收到的咨询（紧急情况在 24 小时内；其他情况在 48 小时内）。
- 在 Salesforce、Monkey Media、ezCater、OLO、Aloha Enterprise、CashStar 和 PBC 等系统中处理更新、更正和履行操作。
- 运用合理判断，根据 Red Robin 的餐饮标准实施即时解决方案。
餐饮订单管理
- 全程管理餐饮订单，包括确认、付款解决和配送协调。
- 与宾客、餐厅团队和第三方配送合作伙伴进行有效沟通，确保无缝执行。
- 监控履行质量，识别趋势，并将重复性问题上报给管理层。
- 执行与餐饮相关的任务，如礼品卡重发、取消、宾客恢复和餐厅营业时间和关闭的 IVR 更新。
宾客关系案件处理
- 从多个渠道（网站、电话、BBB、信件和电子邮件）研究、记录并解决宾客案件。
- 保持准确的文档和组织记录。
查看英文原文
Catering & Guest Relations CSR IIAt Red Robin, our Guest Relations and Catering teams embody the spirit of hospitality, connection, and accountability. The Catering & Guest Relations CSR II plays a critical role in ensuring every guest interaction—whether related to catering services or guest feedback—is handled with professionalism, empathy, and operational excellence.
This role serves as a senior-level contributor within the Guest Relations and Catering Operations teams, combining advanced case handling expertise with strong organizational skills and independent decision-making. The CSR II is a role model within the department, demonstrating accuracy, calmness under pressure, and a guest-first mindset in every interaction.
Through effective problem-solving, attention to detail, and proactive communication, the CSR II ensures seamless service execution across both catering and guest relations functions, directly supporting Red Robin’s mission of delivering exceptional and memorable guest experiences.
Key Responsibilities
Operational & Case Support
- Support Guest Relations and Catering operations through advanced case management, order research, and issue resolution.
- Handle escalated guest and catering concerns requiring additional expertise or follow-up.
- Consistently meet or exceed service KPIs including resolution time, CSAT, and order accuracy.
- Manage inquiries received via phone, email, letters, ServiceNow, and social platforms within established timelines (urgent cases within 24 hours; all others within 48 hours).
- Process updates, corrections, and fulfillments in systems including Salesforce, Monkey Media, ezCater, OLO, Aloha Enterprise, CashStar, and PBC.
- Apply sound judgment to implement immediate solutions aligned with Red Robin’s hospitality standards.
Catering Order Management
- Manage catering orders end-to-end, including confirmation, payment resolution, and delivery coordination.
- Communicate effectively with guests, restaurant teams, and third-party delivery partners to ensure seamless execution.
- Monitor fulfillment quality, identify trends, and escalate recurring issues to leadership.
- Execute catering-related tasks such as gift card resends, cancellations, guest recoveries, and IVR updates for restaurant hours and closures.
Guest Relations Case Handling
- Research, document, and resolve guest cases from multiple channels including web, phone, BBB, letters, and email.
- Maintain accurate documentation and organized tracking to ensure timely resolution and follow-up.
- Identify inefficiencies and contribute to improvements in templates, workflows, and response processes.
- Partner with internal teams to ensure documentation and call recordings are maintained in compliance with policy.
Monitoring & Performance
- Review dashboards and reports to ensure Guest Relations and Catering performance metrics are achieved.
- Provide insights on trends, root causes, and opportunities for operational improvement.
- Ensure escalations and social media cases are resolved within defined service timelines.
Project & Process Improvement
- Support cross-functional initiatives including updates to templates, IVR messaging, and communication tools.
- Assist with projects focused on enhancing guest experience and catering efficiency.
- Ensure data accuracy across systems and support promotional or operational rollouts.
Team Development & Support
- Serve as a subject matter expert and mentor to Specialists, providing coaching, shadowing, and feedback.
- Participate in team meetings, training sessions, and collaborative initiatives.
- Model Red Robin’s values of respect, integrity, accountability, and guest-first service.
Skills & Qualifications
- Minimum of 2 years of experience in customer service, call center, or catering operations; hospitality or restaurant experience preferred.
- Strong written and verbal communication skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Proficiency with Microsoft Office (Word, Excel, PowerPoint).
- Working knowledge of Salesforce, OLO, Monkey Media, Aloha, and CashStar.
- Strong problem-solving, decision-making, and multitasking capabilities.
- Professional demeanor with exceptional attention to detail and confidentiality.
- Ability to remain calm and solution-focused under pressure.
- Commitment to Red Robin’s mission and guest-centric values.
- Bilingual skills are a plus.
Decision-Making Authority
- Authorized to make independent decisions to resolve guest and catering concerns effectively.
- Empowered to issue electronic gift cards up to $100 in alignment with service recovery guidelines.
- Expected to balance guest satisfaction with brand integrity and operational standards.
Mission Alignment
This role supports Red Robin’s mission by ensuring every guest interaction reflects our commitment to hospitality, trust, and exceptional service.
Compensation Range: $18.70 - $25.83Red Robin is an Equal Opportunity & E-Verify Employer
Originally posted on Himalayas