Catering Team Member - Full-time / Part-time

We are looking for team members with a sense of urgency and excitement to join our catering team. As a catering team member, you will work alongside our kitchen staff to ensure both pickup and delivery orders go out on time correctly!

You must meet all of the qualifications to be considered:
1. Must be able to multi-task
2. Must be able to effectively communicate
3. Be willing to come in when needed (even if not scheduled)
4. Be flexible
5. Must have an insured vehicle
6. Be 18 years and older

*Catering experience is a plus*

Job Requirements
Catering Team Expectations
Catering guests are High Check Average customers and their experience should reflect that. Below are ways we can go above and beyond to ensure a superb catering experience for EVERY guest, EVERY time!

Pickup Guest Experience
All catering pickups should be ready 5 minutes prior to the promised time.
A call should be made to the guest 5 minutes prior to promised time - confirming that their order is ready and to communicate any delays upon arrival.
Should the guest's order veer off schedule, a call should be made IN ADVANCE to inform them of any delay prior to arrival or delayed delivery
An in-store catering team member should be at the pickup stations at the promised time, unless assisting with another catering order, to:
Greet guest by name
Review and tender order
Take advantage of last opportunity to up-sell or encourage mobile scanning
Recover guest in real time if there are any delays
EX: Offer guest a beverage (coffee, tea, etc.) while they wait
Create facetime with guest and assist with carrying order to the car
If a catering team member can not be at the pickup station at promised time, you are to communicate the following info to the FOH Coordinators or Leaders at the time:
Guest name
Order and Promised Time
Payment Status

Delivery Guest Experience
Before you Depart:
The catering van should be loaded with all paper goods, beverages, condiment boxes, and additional items 5 mins prior to TIME TO DEPART*
A call should be made to the guest before departing the store to:
Review and Tender order
Last opportunity to up-sell and ask about additional needs - i.e. condiments, paper goods, beverages, etc.
Give guest an ETA
Communicate any delays
Upon arrival:
Greet guest by name with your name
Review order and hand off receipt
Unload catering order
Assist with setup if you have the time

Phone Expectations
A catering team member should ALWAYS have the catering phone while in store
This will ensure we aren't missing any catering calls, allows us to up-sell and make order recommendations, and to prevent our guests from being placed on extensive holds while trying to order
If all catering team members are out of the store, it should be communicated to FOH Coordinators or Leaders that you are out on delivery and need phone assistance
Phone should be picked up once you return

Follow Ups (for Catering Sr. Leader and Catering Lead in their absence)
All orders from the previous week should receive our follow up survey via Survey Monkey every WEDNESDAY BY 2PM
Surveys should be checked the following Monday and any guests with negative feedback should receive a personal phone call
All guests who need to be recovered due to poor delivery and pickup experience (reported to a team member or by phone) should be addressed no later than ONE BUSINESS DAY

Invoices, Bad Debt, and MUST PREPAY
Invoices should be emailed to all guests within 48 hours of their order
We have a NET 10 for bad debt
All unpaid invoices should receive a follow up after 10 days
Any guest who fails to cancel and/or pick up their orders should be placed on our MUST PREPAY list, and must prepay for any future orders with Glenwood Place
TMS/ Van Maintenance Schedule
TMS Bags should be cleaned the 1st Thursday of EVERY month
Please implement van maintenance system and inform CMO prior to implementation
Gas, air, vacuuming, car wash, etc.