Catering & Guest Relations CSR II

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 - $25.83
• Red Robin is an Equal Opportunity & E-Verify Employer