Customer Service Representative

Welcome to a workplace where everyone passionately believes in one purpose!

Our company's commitment extends beyond tasks; it's about infusing every action with purpose. We are dedicated to bringing unparalleled passion and customer focus to every facet of our business, creating an environment where your contribution truly matters.

With 70 years of experience, we are the leading strategic partner, providing specialized solutions for airlines, airports, and enterprises across 21 countries throughout The Caribbean and Latin America.

At GCG, we believe the secret recipe for a perfect team blends talent, focus, and discipline. We seek these qualities in candidates eager to thrive in a diverse and multicultural environment.

Our comprehensive solutions include Sky Dining, Airport Dining, Aviation Support, and Culinary. With a team of over 5,500 highly skilled experts dedicated to excellence, we uphold the highest standards of quality and service. We are committed to elevating travel & culinary experiences for all our customer's journeys, becoming the top choice in the region.

JOB TITLE

Customer Service Representative

REPORTS TO

Airport Dining Manager, Customer Service Supervisor.

JOB PURPOSE

To provide exceptional customer service in a fast-paced airport restaurant by assisting guests with their food and beverage needs, ensuring satisfaction, overseeing transactions, and maintaining high standards of cleanliness and professionalism while complying with airport security and safety regulations.

Duties & Responsibilities include, but are not limited to:

Guest Interaction & Service:

• Greet and engage customers in a friendly, professional, and approachable manner.
• Assist guests with menu selections and provide information on ingredients, allergens, and preparation methods.
• Ensure every customer receives timely and accurate service, whether dining in, taking out, or using grab-and-go options.
• Address customer concerns or complaints effectively and escalate unresolved issues to management as needed.

Order & Transaction Management:

• Accurately take and enter customer orders using POS systems.
• Manage cash, credit, and mobile payments securely; provide correct change and receipts.
• Monitor order flow and coordinate with kitchen staff to ensure prompt preparation and delivery.
• Double-check orders for accuracy before handing them to guests.

Cleanliness & Presentation:

• Maintain cleanliness of service counters, dining areas and kitchen stations
• Clear and sanitize tables and high-touch surfaces regularly.
• Ensure displays are tidy, stocked, and visually appealing, especially grab-and-go sections.

Product Knowledge & Upselling:

• Stay informed about daily specials, menu changes, and promotions.
• Proactively upsell items such as beverages, combo meals, or desserts to enhance customer satisfaction and boost sales.
• Recommend suitable items based on customer preferences or dietary needs.

Compliance & Safety:

• Adhere strictly to food safety and hygiene guidelines, including proper handwashing, glove use, and temperature checks.
• Comply with airport and GCG safety regulations, including fire safety, security, and emergency procedures.
• Assist in monitoring suspicious activity and report any security concerns to management or airport authorities.
• Assume any other responsibilities requested by the manager, supervisor, or team leader.

Operational Support:

• Replenish inventory on the front line (napkins, cups, straws, condiments, etc.).
• Assist with receiving and organizing food deliveries and restocking supplies as needed.
• Participate in opening and closing duties, including cash reconciliation and end-of-day reports.
• Support team members during peak hours to ensure efficiency and minimize waiting times.

Teamwork & Communication:

• Collaborate closely with kitchen staff, supervisors, and other CSRs to maintain smooth operations.
• Attend regular team meetings or briefings to stay updated on procedures, menu changes, and airport updates.
• Provide feedback and suggestions to improve guest satisfaction and operational efficiency.

Qualifications & Skills

Education and qualifications

• High school diploma or equivalent (required).

Skills/Competencies

• Excellent communication and interpersonal skills.
• Strong attention to detail and accuracy.
• Ability to stay calm and courteous under pressure.
• Basic math and cash handling skills.
• Efficient multitasking in a demanding environment.
• Knowledge of health and safety practices in food service.
• Cultural awareness and sensitivity when serving international travelers.
• Time management and organization skills.

Experience

• 1-2 years of customer service or food service experience (preferred).
• Experience in an airport, hospitality, or travel-focused environment (advantageous).
• Familiarity with POS systems and mobile ordering platforms.
• Must pass airport security background checks and obtain required ID or badges.
• Food safety certification may be required based on local laws.

Embark on a journey with us, where every day brings new opportunities for growth and success. If you thrive in a dynamic environment and want to be part of a team that celebrates achievements, come, be a part of our story. Your career adventure starts here!