Air Culinaire Worldwide

Editor

• Manage the “Order Management Process” while adhering to all HACCP, local, and state food safety practices.
• Receive orders and disseminate the information, communicating actions needed for the order.
• Create shopping and production sheets as well as direct communication with the customer, local kitchen team, and Guest Services team.
• Prioritize orders, quality assurance, order completeness, appropriate packaging and labeling, delivery timing, and compliance with the system’s specifications.
• Verify that food quality and specifications match the kitchen issued specification in the software system.
• Check all food quality against specifications and ensure that the food matches the presentation provided in the specifications.
• Participate in the process of directly serving the Air Culinaire customers by phone, email and in-person (as applicable) and obtain feedback from them.
• Relay feedback and suggestions to the Catering Director or General Manager to monitor, maintain and improve quality as a primary responsibility.

Expeditor

• The Expeditor is responsible for prioritizing orders, quality assurance, order completeness, appropriate packaging and labeling, delivery timing, miscellaneous procurement, and the overall compliance with the system’s specifications associated with Air Culinaire Worldwide’s orders.
• The Expeditor is responsible for verifying that food quality and specifications match the kitchen issued specification in the software system.
• The Expeditor will participate in the process of directly serving the Air Culinaire customers by phone, email and in-person (as applicable) and obtain feedback from them regarding our product and service.
• The Expeditor is responsible for relaying feedback and suggestions to the Catering Director or General Manager to continue to monitor, maintain and improve quality as a primary responsibility in this role.
• They will be the central kitchen captains of quality and accuracy as well as the on-site problem solver in the event of situations arising that require immediate action.
• The Expeditor will solve all issues following company procedures related to customer quality, satisfaction, safety, and cost.
• Further responsibilities may include picking up supplies as needed in the course of business and routine vehicle cleaning and maintenance.
• Understand and maintain quality control and food-safety procedures of food products during delivery.
• Dress professionally and within the guidelines of ACW procedures including the company approved uniform.
• Assist with the assembly of silverware units and stocking of items in the kitchens while maintaining the shopping lists, runs at least 3-days in advance of delivery – and maintain the “shopping shelf” where retail items are held for fulfillment.
• Meet weekly with the GM to ensure ACW standards and procedures are accurately reflected in their day-to-day operations.
• Safely operate company vehicles and drive in compliance with all local and federal laws and regulations.
• Cross-train to be able to prepare or produce food in the kitchen, or drive, as a secondary duty when business is slow and staffing shortages occur.
• All other duties as assigned by the General Manager.

• Responsible for prioritizing orders, pulling and packing orders
• Participate in the process of directly serving the Air Culinaire customers and obtaining feedback
• Resolve customer issues when situations require immediate action
• Responsibilities may include picking up supplies and kitchen assistance

Guest Services

• Contribute to all functions and operations of their respective Guest Services Team.
• Login to assigned phone queue as assigned by management.
• Work on assigned e-mails that are coordinated by management.
• Ensure any assigned orders are processed accurately and in a timely manner.
• Ensure proper note padding of all pertinent information regarding an order.
• Using company software to determine approved preferred supplier for assigned order.
• Ensure any orders that are processed by the GSA are e-filed and coded properly.
• Researching pricing of custom items utilizing company approved websites.
• Direct communication within the supply chain regarding order clarity, i.e. via phone or e-mail.
• Execution of quotes and ensuring you are using all resources to “save” and/or “win” by applying appropriate promotional code/discount as directed by manager.
• Upsell items based on clients requested menu.
• Logging Process Events according to department policy.
• Communicate and coordinate efforts among applicable departments to fully resolve customer concerns throughout the life cycle of an order, from order placement to Process Event resolution and invoicing.
• Apply Process Event solutions by following company issued credit matrix and/or involving immediate management support.
• Perform self QC of orders ensuring accuracy of requested menu items, ensuring all appropriate fees are present and making sure any potential GPQC issues are minimized prior to submitting the order to the kitchen or manager for further QC.
• Making sure that once orders are QC’d and submitted that you are taking the necessary steps to get the order confirmed and closing the circle on the order, i.e. contacting supplier via phone or e-mail.
• Communicate any issues that need to be passed down to management at shift close for communication to subsequent shift personnel.
• Engage Guest Services Manager, Operations Manager, Director or VP of Guest Services as needed.
• Participating in any cross training opportunities of order entry on diverse client base, i.e. cargo, large cabin and international.
• Participating in weekly “huddle” meetings on the floor with assigned manager.
• Handling of escalated issues direct with the customer, kitchen or vendor as needed – in conjunction with Guest Services Manager.
• Participation as requested in meetings with Guest Services Managers, Network (Bi-weekly), On-Sites (As needed), Customers (as needed).
• Participating in meetings to discuss direction/concerns within department.
• Any additional duties as assigned by management.

Guest Services Agent – Logistics, On site Position

• Contribute to all functions and operations of their respective Guest Services Team.
• Login to assigned phone queue as assigned by management.
• Work on assigned e-mails that are coordinated by management.
• Ensure any assigned orders are processed accurately and in a timely manner.
• Ensure proper note padding of all pertinent information regarding an order.
• Using company software to determine approved preferred supplier for assigned order.
• Ensure any orders that are processed by the GSA are e-filed and coded properly.
• Researching pricing of custom items utilizing company approved websites.
• Direct communication within the supply chain regarding order clarity, i.e. via phone or e-mail.
• Execution of quotes and ensuring you are using all resources to “save” and/or “win” by applying appropriate promotional code/discount as directed by manager.
• Upsell items based on clients requested menu.
• Logging Process Events according to department policy.
• Communicate and coordinate efforts among applicable departments to fully resolve customer concerns throughout the life cycle of an order, from order placement to Process Event resolution and invoicing.
• Apply Process Event solutions by following company issued credit matrix and/or involving immediate management support.
• Perform self QC of orders ensuring accuracy of requested menu items, ensuring all appropriate fees are present and making sure any potential GPQC issues are minimized prior to submitting the order to the kitchen or manager for further QC.
• Making sure that once orders are QC’d and submitted that you are taking the necessary steps to get the order confirmed and closing the circle on the order, i.e. contacting supplier via phone or e-mail.
• Communicate any issues that need to be passed down to management at shift close for communication to subsequent shift personnel.
• Engage Guest Services Manager, Operations Manager, Director or VP of Guest Services as needed.

Guest Services Agent – Logistics On-Site

Manager

• Direct involvement in all new, existing, and future cargo catering/service requests.
• Make reasonable arrangements or delegate responsibilities to be available via phone/email/or other forms of communications with all cargo customers and Guest Services regarding all service needs.
• Review and management of all D365 and/or direct cargo customer orders on a daily/weekly/monthly basis.
• Directing, coordinating, and arranging all cargo logistics team members based on customer request information.
• Professionally challenging and questioning any or all information that could be confusing or contradicting to known cargo business patterns or needs to both Tampa and/or directly to the customer.
• Train and promote “best in class” service mentality and procedures to all Cargo team members.
• Champion and follow all current Cargo production, quality, packaging, and logistics SOPs.
• Review all current Cargo SOP’s and investigate if there are new efficiencies, financial advantages, or improved service opportunities.
• Review, respond and resolve all service issues through the current Cargo PE reporting process and SOP.
• Directly contact all customers if/when a service issue occurs with an explanation of occurrence and resolution on what steps are being taken to avoid future service issues.
• Through direct contact, maintain strong professional relationship with the current Cargo customer base.
• Personally, engage with all potential new cargo customers located on the field.
• Plan to personally meet with cargo customers at customers’ request.
• Attend local cargo related business events when possible.
• Listen intently to customer feedback and comments.
• Proactively and constructively communicate customer comments/concerns/requests to management, production staff and logistics staff.
• Work with customers and all ACW departments to resolve or enhance service cargo requests or service concerns.

Cargo Manager

• The Chef Manager is responsible for managing the culinary and kitchen operations staff, and the overall compliance with HACCP, Food Safety and D365 specifications associated with Air Culinaire Worldwide food production orders.
• They will facilitate and in a hands-on manner, direct and coordinate the physical duties and orchestration of Air Culinaire activities and job functions in support of his or her District Manager.
• The Chef Manager will drive all performance and efficiency standards within the market and assist the District Manager and his/her team in achieving the company’s mission and operational objectives.
• The Chef Manager will also be directly accountable for the execution of local sales and promotional efforts, client engagement, personal relationships, and outstanding customer service and client loyalty performance standards.
• Supports quality and execution of catering operation, supervises and trains staff, oversees the quality and accuracy of preparation and service of food and concierge services.
• The Chef Manager will support the District Manager, and Senior Director of Operations and Sales team to consistently communicate, report, collaborate and adhere to procedures to deliver exceptional guest experiences to every client within the Air Culinaire system.