Guest Services Coordinator
- Guest & Customer Service
- Respond to all gift card inquiries by phone and email in a timely, professional, and courteous manner.
- Assist guests with gift card purchases, balance inquiries, reloads, activations, deactivations, replacements and disputes.
- Support restaurant location inquiries and service issues related to gift card acceptance, redemption, and processing.
- Act as a liaison between guests and restaurant teams to research and resolve gift card discrepancies or complaints.
- Resolve guest concerns and service issues by identifying needs, coordinating solutions, and following through to completion.
- Escalate urgent or high-impact guest concerns to management when appropriate.
- Coordinate with individual restaurant locations and leadership teams to ensure a seamless guest experience and consistent service standards.
- Support special events, VIP guest coordination, group dining inquiries, and other hospitality driven initiatives as needed.
- Order & Account Management
- Process bulk, corporate, and individual gift card orders accurately and on schedule.
- Process donation requests submitted through Donation Exchange, ensuring accurate fulfillment and timely communication with requesting organizations.
- Manage recovery requests from restaurant operations, coordinating resolution and follow through with the appropriate teams.
- Manage gift card supply inventory, including ordering, tracking, and distribution of physical card supplies to restaurant locations.
- Maintain and update guest and corporate account records.
- Track order fulfillment and coordinate with fulfillment vendors.
- Issue replacement cards and resolve discrepancies in a timely manner.
- Monitor open service issues to ensure prompt follow-up, timely closure, and guest satisfaction.
- Support loyalty program integration with gift card systems.
- Administrative & Reporting
- Maintain accurate records of all gift card transactions, guest interactions, and service correspondence.
- Generate weekly and monthly gift card activation and redemption reports.
- Monitor gift card inventory levels and proactively flag reorder needs.
- Assist in reconciliation of gift card liability and outstanding balances.
- Assist with administrative tasks and service documentation to support daily operations.
- Document processes and update standard operating procedures as needed.
- Brand & Team Collaboration
- Help uphold brand standards and a culture of hospitality that reflects STARR Restaurants’ commitment to excellence.
- Serve as a knowledgeable resource for restaurant staff on gift card policies, procedures, and troubleshooting.
- Support onboarding and training of new gift card staff.
- Contribute to a positive, collaborative, and guest-focused team culture.
- Provide feedback to management to improve processes and the overall guest experience.
- High school diploma or equivalent required; associate or bachelor’s degree in hospitality, Communications, Business, or a related field is a plus.
- 2+ years of customer service experience, preferably in hospitality or retail; restaurant or multi-concept experience a plus.
- Excellent problem-solving, organization, and time-management abilities.
- Ability to manage multiple tasks and priorities in a fast-paced, service-driven environment.
- Proficiency with Microsoft Office Suite (Word, Excel, Outlook); experience with reservation, POS, or customer management systems is a plus.
- Strong data entry skills with high attention to detail and commitment to accuracy.
- Ability to work independently and collaboratively across restaurant and support teams.
- Availability for a flexible schedule, including occasional evenings, weekends, or holidays during peak periods.
- Experience with gift card platforms or stored-value systems (e.g., Givex, Paytronix, SVS).
- Familiarity with restaurant POS systems.
- Experience in a high-volume or multi-unit restaurant or hospitality environment.
- Experience supporting private dining, special events, or VIP guest requests.
- Familiarity with guest recovery practices and service excellence standards.
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