ABOUT THE ROLE: Driven by our values and an innate understanding of our culture, the Guest Services Team Member provides our guests who call to place a take out order with exceptional, knowledgeable and friendly service that exceeds their expectations.

This position has partnership relationships with Catering Sales, Marketing Operations, and Restaurant Management Teams.

CORE RESPONSIBILITIES

• Understands their role in achieving our Mission, Vision and Values.
• Manages high volume of inbound calls from our guests in a timely manner. Ensures our guests’ orders are accurate by paying attention to the detailed needs of each caller.
• Uses expert knowledge of Stonefire Grill’s menu to guide the guest to the most appropriate package or meal to ensure the guest’s expectations are met and exceeded.
• Demonstrates personal ethics, values and a sense of commitment in an independent work environment.
• Adheres to proper training systems, policies, company standards and service standards.
• Works carefully and accurately with the ordering platform so that all required information is present.
• Ensures a seamless transition between the call center to the restaurants to ensure a high level of food and service experience.
• Meets personal and team qualitative and quantitative targets as established by management.
• Maintains a guest and team-first focus daily. Demonstrates respect and loyalty to the entire team every shift.
• Is professional and friendly throughout each phone call and to all other members of the Stonefire team. Uses professional language in all interactions, including work-appropriate terminology and tone of voice.
• Performs all administrative duties as assigned, including answering emails and all reporting in a timely manner.
• Supports the Catering Office with other related duties to ensure the smooth and efficient operation of the Catering Services Office as directed by management.

LEADERSHIP & CULTURE

• Is Happy To Serve and leads through humble service.
• Excels in relationship management and thrives in presentation environments.
• Demonstrates integrity and commitment in the work environment to the Company’s Mission, Vision and Values.
• Maintains a positive attitude, regardless of the situation, has a high level of enthusiasm, and an innate ability to interact well with people of all types.
• Effectively operates independently with minimal direction.
• Seeks coaching and development, embracing both positive and constructive feedback.
• Achieves exceptional service with all of our guests.

QUALIFICATIONS

• 1+ years of guest service experience, preferred.
• 1+ years of high-level phone experience to include assisting guests, preferred.
• Food service experience highly preferred.
• Strong organizational and exceptional communication skills.
• Comfortable using computers with basic computer skills.
• Commitment to the position for a minimum 12 hours per week for one year.
• Have an ability to work independently, or as a team member, while maintaining focus and productivity.
• Available weekends, evenings and holidays based on the needs of the business.
• Must be able to work from home in an environment free from background noise or distractions. Must have good internet access. We will provide computer and headset.

OUR VALUES

• We lead through service.
• We care for each other and value our relationships.
• We care for our guests and community.
• We treat everyone with equal dignity and respect.
• We are committed to excellence and have integrity in all that we do.
• We have FUN while we work.
• We are a team driven by loyalty and mutual support.
• We are committed to the ongoing development of each other.
• We empower through praise and accountability.
• We are Happy To Serve.