Catering & Guest Relations CSR II

At Red Robin, our Guest Relations and Catering teams embody the spirit of hospitality, connection, and accountability. The Catering & Guest Relations CSR II plays a critical role in ensuring every guest interaction—whether related to catering services or guest feedback—is handled with professionalism, empathy, and operational excellence.

This role serves as a senior-level contributor within the Guest Relations and Catering Operations teams, combining advanced case handling expertise with strong organizational skills and independent decision-making. The CSR II is a role model within the department, demonstrating accuracy, calmness under pressure, and a guest-first mindset in every interaction.

Through effective problem-solving, attention to detail, and proactive communication, the CSR II ensures seamless service execution across both catering and guest relations functions, directly supporting Red Robin’s mission of delivering exceptional and memorable guest experiences.

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.

Red Robin is an Equal Opportunity & E-Verify Employer